The technician did not done the work they write on the bill. They also put the wrong Freon in the system, in which messed up our A.C.
It was not the first time we ask for a service from All Plumbing Heating & Cooling. They usually do well with their service, but definitely not this time.
On May 5th, we asked for a service. Our air conditioning unit no.3 happened to have a problem, so we need them to repair it. The first two technicians came, we told he the problem about the A.C. unit. They did the evaluation and go ahead to fix the unit. After they did the work on the unit, they said that they need to call another technician for help. We did not realize that we have to pay the evaluation fee for the third technician to come. Because we only request the job once, it did not make sense that why we have to pay the evaluation fee twice. But it is just a minor question. We have a serious one.
The work done on May 5th was change the belt and filter in the unit 3. It turned out the A.C. unit was working for just one day. The next day we turn on the unit, the wind was not blowing. So we made another call, ask they to fix it. We thought it was a follow-up job for the last service, but they did it as a new job. Another $90 evaluation fee had collected. In this job, they change the control board which cost for $744, and they need to collect that money right after they change it. But the unit was still not working, we asked them to get it completely fixed before we make the payment. They refuse to do the work, said they must get the payment first to do more job for us. Two day later (May 9th), we finally get them to check and fix our unit and made the $744 payment. For this time, the unit worked perfectly for two days. It was Mother's day, the A.C. unit not working again. The unit was mess up. It was a busy day, and a lot of customers complaint it is hot in the building. The only thing we can do were keep apologize to our customers, and explain we had been calling some people to get it fix. On the next Monday, we called ALL Plumbing Heating & Cooling again, request for a follow-up service. The manager gave us a number, said they were not familiar with multiple units, and asked us to call another company for service. We explain their workers messed up our A.C. unit; they need to be responsible for it. Their technician did come but with no conclusion, only know they need to collect the $90 evaluation fee. We refused to pay them because no work had been done, and as we mentioned before, this was not a new job request, we were requesting them to fix what they had mess up.
We decided to find another company to fix the A.C. unit. And what we found out was ALL's technician did not change the filters, the control board had never been replaced, and they also put the wrong Freon into the system. So we paid total $1284 for NOTHING. (or we paid them for messing up our unit)
We called All Plumbing Heating & Cooling again to complaint about what we have found out, and asked only for the refund of $744. The manager responded, we will not get any refund. She also said that we did not have anyone can speak English in the restaurant that they cannot communicate with us; they had been spending a lot of time and work on us, and also we owe them $90 for the last service and they were not willing to do business with us anymore. First, even if every one of our worker can speak English, we are not able to understand any technical terms. What we can do and what we were doing was to trust ALL would provide us the best service. Second, the cooling problem was affecting our business; we were losing customers while ALL was not responsible for what they had done to our A.C. unit. Finally, we were not requesting any service; we were asking for refund where no work had been done.
we are asking for full refund of $1284.
Contact Name and Title: ***** ******
Contact Phone: XXX XXX XXXX
Contact Email: *****@allservice247.com
I have reviewed the invoices and the work performed. I want to address a few things. There was a slanderous post on our facebook page by this customer on Friday. I responded to it requesting the contact information for a resolve. I also left a message for the contact at the restaurant yesterday but have not had a return call.
1-We are a COD company unless customers have been approved to be billed. They have been allowed to bill in the past.Due to issues of late payment in the past,this customer is a COD account.
2- It is true that only a few individuals employed here speak English. We have contact numbers for the parties that we can talk with but if we cant talk with them, it makes a communication barrier. This is very important.
3-We did not add any refrigerant to units. This claim is false.
4-We replaced a control board on the back right unit on the roof.
5- I see an error on our part. One of our invoices had an error, it states that we replaced belts and filters on unit 2,3,4. On the left side it stated we replaced belt on unit 3, which is correct. On the right it says we replaced belts on all 3 units which is not correct. They were only charged for the belt on unit 3 and they only wanted the filters changed on 3 of the 4 units.
6- We were called back a few times because the building would not cool but the repairs we made were OK. The customers said that we replaced some duct work recently and wanted us to repair for free. This was incorrect as this was the first work we have done here in 12 months. We performed the last 2 trips at no charge but recommended that they check with the last company who did their service work or get a second opinion on what they were wanting done. Our repairs were working properly.
We did perform work here and made repairs. Due to the grammar error on our invoice not a charging error, I will refund the customer $350 to resolve this issue. I appreciate their business and regret that we could not continue our relationship. If this is accepted, please advise and I will issue a refund ASAP. Since other work has been done here since we were here, we waive warranty or claim to any repairs done by our company to this point.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your concern.
First of all, we do not accept the excuse about "communication barrier." Once again, this was NOT the first time we call for a service from your company, and we never have any problem about communication. We believe that even if none of our employee can speak English, it does not affect the work perform.
Second, to speak of the work perform had done in our restaurant, we only can agree that it was temporary solved our A/C unit problem. The one who gave it a completely fix was the second company we hired, where we spent another $1200 on the air unit repair.
We accept $350 refund just because we do not want to have any more meaningless trouble or argument on this case. This amounts of money is not going to cover our extra expend on repair the A/C unit and the customers we loss because of the cooling problem.