McAtee Appraisal Service

4/19/2016           Previous owners of
the company replaced the Flickinger’s package heat pump hvac system11/30/2016         Service history shows that there was a repair call ran on
the unit by the previous ownersProceeded...

with
diagnostics and found sensing bulb tube broken off from sensing bulb.Notified office to
order the following items under warranty:-outdoor txv -bi flow filter
drier.12/2/2016            Service history shows that there was a repair call ran on
the unit by the previous owners                                     ...⇄ -recovered
refrigerant.  -removed existing outdoor txv.-installed
new outdoor txv.  -removed and replaced filter drier.-vacuumed
system to remove moisture.  -recharged system to factory settings. -fixed
condensate drain layout under workmanship warranty.-tested
system in heating and cooling.2/1/17                   Pitzer’s acquired the OHAC business on 2/1/17.2/8/17                   Customer called with NO HEAT repair call                                      ...⇄ Performed
no heat diagnostic on package Lennox heat pump. Verified
thermostat operations and power to unit.Found
unit to be cut out and low pressure.Checked
refrigeration levels.  Found no refrigerant in unit.Recommend
re-schedule for leak search under warranty.Heating
and cooling are not operational at this time.2/9/17                   Returned to perform leak search                                     ...⇄ Preformed
leak checked on package hp Lennox. Found
leak at bypass tube at the suction line. Repaired
leak. Pressurize
system with nitrogen in at 200 psi for five minutes.After
pressurization put unit into a vacuum to remove moisture.After
vacuum filter unit with 10 lbs. 5 oz. of R-410A.Measured
temperature split a 25?F.Heating
and cooling are operational at this time.2/21/17                Customer reports that system is still not functioning
properly                                    ...⇄ Pressurized
unit, leak checked found leak on previously welded repair.Evacuated
unit repaired welding , pressure tested ( 300psi for 30 min )Vacuumed
unit down to 500 microns and recharged with 10 lbs 5oz of R410ARan
unit temp split 23degF2/22/17                Even after yesterday’s repair, unit still not heating
Found a newly installed txt will not activate not opening bad also need to
order new TXV recover all refrigerant purge system with nitrogen reinstall TXV
+ new defrost t-stat2/23/17                Parts ordered from Lennox.  Defrost t-stat will
not be available until 2/28/17 from Lennox.  Called customer and explained
that the issues she was having were likely caused by workmanship challenges on
the INSTALLATION of her system last year.  We were doing everything in our
power to help get her system operational, all under warranty from the previous
owners.  We have found MULTIPLE issues with the system installation, and
repaired them as they were discovered (leak at bypass tube on the suction line,
leak found in previous weld) and finally…the bad TXV and defrost t-stat. 
Apologized for Lennox delay on parts (outside of our control).3/1/2017              Correct replacement parts arrived (late) from Lennox on
2/29.                                Performed
R&R TXV.  Recovered 10 pounds of r410-A.Unsoldered
Old TEV.  Installed new TEV. Charge
system with dry nitrogen at 250 psi for 30 minutes. Depressurize
system and put under vacuum until 230 ?m. Charge system with R410-A that was
recovered earlier. Ran
system in cooling and in heating. Heating
and cooling are operational at this time.(NR)Summary:  System challenges
have been caused by a combination of workmanship issues at the time the system
was installed and some bad Lennox parts.  Admittedly, we could have done
better with our diagnostics.  But, each time we were dispatched out, we
found an issue, fixed it, tested it, and thought that we had the issue
solved/repaired.  We’ve covered the issues in our training session this
morning and discussed how we can reduce the likelihood of this happening again
in similar situations.  The last technician on site, Nathan, reported back
that the system was functioning in both cooling and heating…and that the client
was pleased that we were able to get her system functioning properly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] And [redacted]

Sorry,  for the delay in answering. I have been out of town. I just forwarded this to the operations manager and he has already been in contact with the customer and we are issuing a full refund. Purely a technician mistake not seeing the warranty notes in the computer. sorry and...

thanks Larry

I have reached out to [redacted],  We are trying to get the installers out there Thursday or Friday.  This system was not put in on pump ups, and given its location it should have been!  As well when Brian C[redacted] went and did work he set it up wrong and put a temp sensor for tstat on unit...

outside so it keep conflicting itself.  We are bumping them up to the In house 10yr P&L, and after talking to them I am giving them 5yrs maint. In house as well.  They have been through a lot, and are willing to continue with us, I just have to ensure we take care of them!

To whom it may concern;Everyday across America, business owner’s dreams fail when they need to close their businesses. Manyof the business failures are because the owner does not understand their business or makes bad financialdecisions. Unfortunately, this happened this past winter, here in...

Phoenix.The former owner of the One Hour Franchise in Phoenix made a decision to sell the assets of hiscompany, of which the phone number was one of the assets. We did not assume any liabilities nor agreeto honor any outstanding coupons, unless they matched the terms we offer.As you may or not be aware, as with thousands of franchises across the country, each franchise location isindependently owned and operated and many offers are only available at participating locations.Running a successful HVAC business for many years, we have learned that discounting a product belowour cost is not a wise business decision. We pay our technicians a flat rate of $26 to do a tune-up. On topof those wages we then need to pay the employers portions of the taxes, their health insurance other costs.Now, add in the cost of putting a truck on the road, that is fully inventoried, insured, making sure it hasfuel to run and all the other costs, we barely break-even at $70.On top of those hard costs we also ensure that all of our employees go through an intensive trainingprocess, are drug tested both at hire and randomly throughout the year. Everyone of our field personnelhave a national federal background check run to ensure our customers are kept safe. All of our techniciansare in a clean, company provided uniform, have been issued an ipad so they can have access to thecustomers history and cell phones to communicate with the office, management and other team members.All of these items cost money. If we were to go out and do a call for $20, we would soon be out ofbusiness. We, like the former business do offer gift cards, with the disclaimer only for repairs,installations or system accessories only. We still need to cover our cost to get a fully trained and outfittedemployee to the customers home.Please be assured we will not send this customer to collections over $70. We will instead write it off ourbooks. We will also mark this customer as a “do not service” customer, as we are obviously not the typeof company they want to use.If the customer would like to pay the $70 charge we would be glad to accept their payment and beavailable to offer them service in the future. Either way, please let us know.Sincerely,Larry T[redacted]PresidentN & L Investment Corp.Dba: Pitzer’s One Hour A

Please see previous response. This correspondence changes nothing.

I would like to see proof of the bids and communications that he says occurred. I have nothing in my email as to what he is talking about. This company cancelled appointments, did not address issues presented to them, did not call back even when a request to speak to the manager was made.  This company is not responsible.

To Whom it May Concern;I am in receipt of the aforementioned complaint. And tostart, I will agree that I was less than professional in my dealings with Ms.[redacted]. When I was contacted by my assistant, [redacted], she told me that[redacted] was extremely rude and condescending and even though that may...

have beentrue, I should not have entered the conversation with a chip on my shoulder. For that I apologize.Now to answer the letter and the allegations. When I spoketo [redacted] on the Phone Monday,  I directlyasked if she had Power of Attorney for Mr. and Mrs. [redacted] and she expresslytold me that she did not. Had she explained to me Monday that she had Power ofAttorney, I would have been more than happy to discuss this with her., butbecause of her attitude and her admitting that she did not have power ofattorney, I felt the easiest thing to do was explain I was not going to discussthese concerns with her.Now to set the record straight.Mr. and Mrs. [redacted] have been a customer of ours since Aprilof 2013. This past spring on April 14, they called us at 12:34 in the afternoonand on the recorded phone call, which lasted 8 ½ minutes, and explained thattheir AC was not blowing out cold air like it should and that they neededservice. Our Customer Service Rep, [redacted], explained our pricing andavailability and an appointment was booked. A Senior Technician, [redacted] B. wasdispatched and according to our GPS  arrived 2 hours later at 2:33 and was thereuntil 4:16. [redacted] performed a number of repairs and left with the unit runningfine.9 days later the customer called back and informed us thatthe system was not cooling. When our technician arrived he found that there wassome thermostat wire on the roof that had deteriorated and caused a short. The ‘WorkPerformed’ section of notes from that call state:Arrived a customer’s home for a possiblewarranty call back to repairs just performed on heat pump split system.Customer informed me that thermostat was not working properly and problemoccurred after the last technician was out for repair. Went on roof to checkwiring to the pump and found old sun damaged wiring that had shorted to thefilter dryer. [Note: We have pictures ofthis sun-damaged wire][redacted] was at the customer’s home for 4 hours, and in thattime, he performed a heat load on the home to determine the proper size of a systemand shared with them a few options they had should they decide to replace theirsystem. The ‘Work Suggested’ section of notes from that call state:Due to age of system dating back 30 years andpoor condition of all components other than the new components that I justinstalled I recommended to the customer that they consider replacing equipment.I temporarily installed a new non-programmable digital thermostat and make surethe wires were not grounding. We then discussed options for replacement andcustomer was on the fence about going with a basic or the better value of adeluxe.  As it was late in the eveningapproaching 9 o'clock and the customer I shared me they wanted a new system buthad to consider finances before choosing basic or deluxe. They will let me knowthe following morning. I informed customer that if they decided on thereplacement within a day I would credit the customer back the repair they justpaid for with the last tech out.[redacted] returned to the client’s home the next day and atthat time was informed that the customer had decided to have us install theDeluxe System. That was Friday. We did not install the system until thefollowing Tuesday, April 28th.On May 7th, we returned again and performed theduct cleaning, which was part of the package that the customer had included intheir deluxe system.My assistant, [redacted], cannot count the number of times thatshe has spoken to [redacted]. He has always been friendly, clear in his communicationand was always situationally aware. Never did [redacted] feel that [redacted] was senileor unable to understand what was being done at their home, as I believe Ms.[redacted] is implying.On May 27th, again as part of our normal procedures,we returned to perform a Post Install Visit and ensure that everything wasperforming as promised. It was during this visit that [redacted], who hasbeen with the company for 28 years, discovered that the outdoor unit wasextremely loud. [redacted] called me and said he thought we needed to get a new unitin. I explained to [redacted] that we had to jump through some hoops with themanufacturer prior to taking that step. Later that day, when [redacted] came to the office, he explainedto [redacted] that the client’s daughter had been present and was pretty upset.[redacted] called and spoke to [redacted]. She specifically asked him if she should talkto the daughter and [redacted] told [redacted] no. Sometime later, the next day, Ms.[redacted] inserted herself into this situation and that is when the hostilitiesbegan.This past Monday, June 1st, just 3 business daysafter [redacted]’s Post Install Visit, we were able to get a representative out withour technician. After the Manufacturer’s Rep and our Technician left, I spoketo them and then called Ms. [redacted].Had I taken the high road and ignored Ms. [redacted] rudeness andbad attitude I would have done a better job of explaining our findings andresolution. Unfortunately I responded in the same fashion and it is clear, fromthis complaint that I did not do a clear job of communicating what exactly weare doing to make this right.What was determined after I spoke to the manufacturer’s repwas that the noisy outdoor unit is going to be replaced at no charge to Mr. &Mrs. [redacted].As to the concern that the customer bought an extendedwarranty, it is my experience that almost every one of my technicians who arequalified to design and sell new units will always strongly recommend anextended warranty because they are the ones that have to deal with a clientwhen the mechanical equipment has a failure. In other words, based onexperience the technicians believe strongly in the parts and labor warranties.Also, this warranty does transfer to the next owner, at no charge, inthe event the [redacted]’s decide to move. To clarify, there was not an additionalup-charge for an extended warranty, the extended warranty was included in thepackage they chose. (see pricing below and in attachments)In regards to a breakdown of our pricing, our company, whichis a franchise uses cookbook pricing. We do not calculate our pricing using theold school style of parts and labor. Asking for this would be akin to going to[redacted] and asking for a breakdown of their Big-Mac. Below is what thecustomer was charged and the detail of what is included:Deluxe Split System Heat Pump                                      ...⇄ $9,860.00                        sb/ $10,248.00Lineset                                                                                       $524.00                              s/b $745.00Ductwork                                                                                    $332.00TOTAL                                                                                    $10,716.00Credit for Repairs                                    �...⇄ $1,038.00Total Due and Paid                                      ...⇄ $9,678.00 In writing this letter and detailing the above, I havejust discovered that the customer was undercharged. [redacted] mistakenly used the3.5 ton system price of $9,860,as opposed to the 4.0 ton system price of $10,248and he also used the wrongprice of the lineset. The lineset price is supposedto be $745 as opposed to the $524 he charged. In other words, the[redacted]’s actually got an even greater discount ($609 less) because ourtechnician made these two errors. .  Secondly, there was no “extra” charge for an extendedwarranty as Ms. [redacted] implied, as the additional warranty is included with theDeluxe System the client purchased. In closing, Mr. & Mrs. [redacted] were given two choices.We did not pressure them as Ms. [redacted] implied. We have fulfilled our end of thecontract completely and will continue to do so. The customer was asked if weshould involve the daughter and we were told no. Ms. [redacted] was directly askedif she had power of attorney and she told me she did not, yet now in thiscomplaint she says she does. To me that is a dubious claim. Lastly, she saysshe has gotten the complaint approved by her mother and step father, yet thereis no signature from them. In all our dealings with Mr. and Mrs. [redacted], who againhave been customers since 2013, they have been polite and fun to deal with. Itis only when Ms. [redacted] became involved did the dialogue become hostile. Ifreely admit that I should have acted in a much more professional manner andagain, I apologize. Our company has been around since 1969, was the firstcompany in Lake Havasu City to ever join the Revdex.com, are an accredited member andwe have an A+ rating. I would formally ask that all of the aforementionedinformation be taken into consideration and that this complaint be dismissed. Respectfully; [redacted]PresidentN&L Investments, Incdba: Pitzer’s One Hour Air Conditioning

To whom it may concern;This customer contacted us via certified letter February 11, 2016 with the same complaint. Our answer today is the same as it was then. As we were not contacted when the problem occurred, there were no pictures, nor were we allowed to inspect the unit after said failure...

occurred, we will not accept any responsibility.Some additional information to consider is according to the serial number of the furnace it appears that the furnace was already at the end of it's useful life, being as it was manufactured in the 14th week of 2002. The average lifespan of furnaces in this part of the country is 12-14 years. I am sorry, but there is nothing we are willing to do for this customer.Larry T[redacted]President

The owner has not been in touch with me and I think he/she should make the call or write a letter. I know their time is important to them but the customer should have some type of his/her agreement on the subject.

To whom it may concern;Please accept this as our final response to Ms. [redacted] complaint.1.       Our technician did not damage Ms. [redacted]’s unit. As explained in our first letter, the unit was not cooling when we arrived.2.       Our technician did not try to sell the homeowner a new unit.3.       Ms. [redacted] did not buy a warranty policy for $144. What she signed up for was a maintenance program on her air conditioner. A cancellation request has been sent in for this money to be refunded.Again, this will be our final response. Sincerely,Larry T[redacted]Tell us why here...

To whom it may concern,I am in receipt of the letter that Mr. & Mrs. [redacted]
sent to my corporate office, the Revdex.com and the YCCA.The allegations of unethical conduct are very strong and
I wish to respond promptly, professionally and accurately. I strongly disagree
with those charges and hope the...

following will clear up those thoughts.I have reviewed both the statements in the letter and our
customer service history in our computer. I have also spoken to the technician,
who diagnosed the furnace. In reviewing the history, I noticed that the technician
who was out on the initial repairs last summer was Ragen H[redacted], who is not
longer with us. Although Ragen was a good technician, I believe he may have
done a dis-service in making those initial repairs. When a system is more than 10 years old, a decision has to be made whether
investing money in repairs is a good idea or not. In reading the notes from the
initial call, I saw that it was noted that the compressor has a large amount of
rust on it and it was surmised that rust was caused because the unit is located
under the edge of the roof where water has apparently been pouring on the unit. Maybe Ragen had the discussion with the client, maybe
not, but investing the large amount of money they did in repairs on a unit as
old as theirs was, in my opinion, maybe not the best thing to have done.Secondly, John J[redacted], who was the technician out later
and the one who found the discoloration on the heat exchanger, is a technician
who has been with my company for over 10 years. John is an honest man who is
well trained and a professional at every level.Because we want to offer the highest level of service to
our customers we invest heavily in training. Our company has hired Ellis Prach,
multiple times, who is an expert when it comes to heat exchangers. He has been
called on many times as an Expert Witness in cases where a defective heat
exchanger caused damage, a fire and even death. ( [redacted] )John has attended classes taught by Ellis and has been
certified in this area of expertise. If John says there is a problem with the
heat exchanger,  I believe him and I trust
him. I called him prior to writing this letter and spoke to him. He told me
that he used a borescope to get up inside the furnace when doing his inspection
and is 100% positive that what he found is exactly what he described. Just
because CO is not present is not a an indicator that John was mistaken.The [redacted]’s are not the first customer to have doubted our
findings. The company they called to get a second opinion are not the first to
miss seeing what we have found. That is not surprising, considering they have
not had this training.Regarding the requested refund; We have sent a request to
Direct Energy, the parent company of our franchise directing them to refund any
pro-rated portion of the agreement that was signed last June. I do not know how
much, if any the refund will be, but the request was sent via e-mail to [redacted] at 3:41
PM on Tuesday, March 7th. Direct Energy will be in contact with the
homeowners regarding any remaining refund.As far as refunding any monies paid to another company
who has disputed our findings, my offer is this. Have the other company come
out and have us there at the same time. We will show them, and you, our
findings. If we cannot show what we found we will refund the cost of their
call(s). But if we do find and can show the aforementioned wear, we will not
issue a refund. In closing, as I started out this letter with, I am very
serious about our reputation. Our company won the 2016 Torch Award for
Ethics in April of last year. We are a company that operates with
the highest level of integrity and we take our role as a member of the
home-service community very seriously.Thank you for your time and that you shared your concerns
with me.If you would like to discuss this further, my contact
info is below.