Pitzer's One Hour Air Conditioning & Heating

"Thank you for writing this positive review. Glad we could be of service! Larry Thornton General Manager"

"Dear Angie's List Member, Thank you for the above average review. I only hope that next time we can earn an 'A'. If there is ever anything I can do for you, please do not hesitate to call. Sincerely, Larry Thornton General Manager"

"Thank you so much for your kind words. I received notice of this review the day before Thanks giving, and for this nice review, I am thankful! All the Best, Larry Thornton General Manager"

"Thank you so much for the kind words! We really appreciate it! Larry Thornton General Manager"

"[removed member name], I am so glad for your kind comments. We truly appreciate your business. Wishing you all the best! Larry Thornton General Manager"

"(removed member name), Thank you for giving us such a great grade (except when it comes to price). I do realize that our prices are higher than many other companies, and if I could figure out how to deliver top-shelf service, pay my guys as well as I do, provide them with benefits without sacrificing all that a customer gets, I would. We sincerely appreciate your business and I hope we can continue to be of service for many years to come. Thanks! Larry Thornton General Manager"

"(removed member name)! All I can respond with on a review like yours is by saying THANK YOU!!! We are glad you found our service to be so great as to give us all A's! Hope your day is as great as you just made mine! Larry Thornton General Manager"

"(removed member name), It sounds like things did not go as smoothly as they should have.For that I am truly sorry. We do strive to make all of our customers happy and will do our best to impress you in the future. If there is anything I can eve do to make your experience better, please do not hesitate to call. Sincerely, Larry Thornton General Manager (928) 323-2079 - cell"

"(removed member name)! All "A's"!!! It don't get much better than that! Thanks! Larry Thornton General Manager"

"(removed member name)! I LOVE IT when we get all "A's"! THANK YOU! Larry Thornton General Manager"

"(removed member name), Thanks you SO MUCH for giving us a wonderful review! You just made my day! Larry Thornton General Manager"

"(removed member name), I see from your records that you have been a customer since 2006. I am sorry we did not do such a great job to get a higher grade. If I can do anything to give you better service, please feel free to call me personally. Larry Thornton General Manager (928) 323-2079 - cell"

"Angie’s List Members, We are always glad to respond to a problem quickly and professionally when it is brought to our attention. The incidents above happened more than 5 years in the past. (the actual dates of service were in 2008, not 2009 as the member indicated in their report) According to our computer, the information on this customer is as follows: Called out on Sunday 6/14/08. The customer’s unit was not cooling. The customer reported that a power outage had occurred and we discovered the fuses blown in the disconnect box. We replaced them with the same rating as the fuses that were existing. System was running fine when we left. The Total charge was $247.27 The charges breakdown as follows: Weekend Zone 2 Diagnostic / Trip Fee $129.00 Level 1 Repair (non-member) $112.00 Tax $6.27 Called out a second time on Tuesday 6/17/08 again we found the fuses blown. We also observed and noted that the unit was pulling 10 Amps above the RLA (Rated Load Amps) Recommended customer replace the unit which was a 1985 model (23 years old at that time) Customer declined and wanted us to just get the unit running. We replaced the fuses and charged $118.27. The charges breakdown as follows: Diagnostic/Trip Fee $0.00 Level 1 Repair (non-member) $112.00 Tax $6.27 On the third and final trip, which was on Thursday July 3rd we told the client that if the problem was related to our previous call that there would be no charge. When we arrived we discovered a wire had burned off on the contactor. We repaired the burnt wire at the contactor and again noted that the unit was rated at 16.1 amps and that it was drawing 22.3 amps. We again told the client that they should replace the unit and they declined. We only charged them a diagnostic/trip fee of $99. To hear they had an unlicensed contractor come down and put in fuses that were too large, which is a fire hazard is pretty scary. Because of the nature of our business, repairing things that are broke and normally not budgeted for, we are not always the bearers of good news. We have promised to always be professional and do the right thing. To continue to work on a unit that is so old, has repairs needed that exceed common sense or to do repairs that are unsafe and against code is not professional. In summary, the customer had a 25 year old unit that was over-amping, blowing fuses (the fuses we replaced were the right size) and was way past the average age of replacement , which is 12 years. We only charged them what was our fair and published rates. Had they invested in an annual maintenance agreement they could have saved 20% on the two repairs and had a reduced diagnostic / trip fee of only $69. When we made these recommendations we were rebuffed and asked to only put a band-aid on the system. Additionally had they opted to replace their system we would have probably applied what they had already paid towards a new system. Respectfully Submitted; Larry Thornton General Manager"

"Hi [member name removed], I am sorry that you feel that way. I just reviewed your history and I agree the Lennox unit you had installed in June of 2007 has definitely had its share of problems. Here is a history of service performed at your home after the new unit was installed: 6/19/07 Sold new unit for $8,457.50 (including tax) included was a 5 year parts and labor warranty 12/6/07 Found unit not cooling. Discovered internal copper line had sprung leak. Repaired under warranty, no charge to customer 12/30/07 Found Blower motor bad, replaced under warranty, no charge to customer 1/24/08 Discovered insulation had come loose and lodged up against blower housing. Repaired, no charge to customer 2/12/08 Blower motor failed AGAIN (probably from insulation blocking airflow) replaced blower and wheel under warranty. No charge to customer. 6/10/08 Reset thermostat (not a warranty call) and did not charge customer 1/22/09 Performed Maintenance. Noted compressor was making noise. No charge, included with purchase of new unit. 2/17/09 Replaced compressor under warranty, no charge to customer. Also replaced UV lightbulb. Customer charged for bulb and instalation 4/14/10 Performed maintenance. Customer charged $119 for one year Comfort Club. 5/1/11 Performed maintenance. Customer charged $119 for one year Comfort Club. 12/30/11 Found compressor had failed. Due to not performing annual maintenance as per manufacturer's recommendations, warranty was void. Went to manufacturer and convinced them to cover the part portion of the warranty.Manufacturer would not cover labor, freon, shipping and other incidentals. Customer charged $1,233.37 for new compressor. Compressor was given 1 year parts and labor warranty. Compressor installed on 1/10/12 The techs that were at this customers home were Brian, Chris and Greg. Each of those technicians has 20+ years in the field and are all good solid technicians. Every time the customer called, we responded promptly. Only after a major repair happened that was not covered under warranty do we get a negative review. (and that almost a year after we had been there) I am truly sorry that this customer had all these issues that were all manufacturer related. None of the work we performed was/is called into question. None of the warranty work ever performed was due to faulty workmanship. Every breakdown was caused by faulty equipment, that unfortunately we sold. As a service company, we maintain, install and repair HVAC and Plumbing equipment that is built by humans, that was designed by humans and eventually, as with all mechanical equipment, will eventually fail. We strive to do our best to respond promptly, send out a fully stocked truck with a technician who has been drug tested, background checked and is properly trained to do the job. Again, I am sorry that the equipment we installed failed, but we always kept our end of the bargain. I would be more than happy to offer a special credit to Leslie if she wanted to get that unit out of her home. Not sure what else I could do, except apologize one more time. If there is anything else I can do, please feel free to call me personally on my personal cell phone, 928-323-2079 or send me an e-mail at [email protected]. Sincerely, Larry Thornton General Manager Pitzer's One Hour Air"

"Mr. [member name removed], I just reviewed your records and first of all want to thank you for being such a long time customer. I am sorry we have not met your expectations and am sad to hear that your unit is not working. I have reviewed your history (it is a long one) See below for a quick snapshot: 4/2/03 Installed Lennox Heat Pump System for $6,103.68, including tax) 4/9/03 Replaced single pole contactor - under warranty, no charge 6/20/03 Noticed lights dimming, added hard start kit and time delay No charge to customer 10/9/03 Performed Maintenance 10/28/03 Came out on call of unit "puling energy from house - no work performed, no charge to customer 3/1/04 Performed Maintenance 4/1/05 Performed Maintenance 3/16/06 Performed Maintenance - replaced burned contactor, no charge 6/30/06 Replaced Condenser fan motor and run capacitor, no charge 3/15/07 Performed Maintenance 5/24/07 Complaint of noise, replaced bad capacitor on compressor, no charge to customer 6/20/07 Replaced weak Hard Start Kit, no charge to customer 7/13/07 Complaint of no cool, found no problems, no charge to customer 5/8/08 Performed Maintenance - replaced burned contactor, no charge 8/14/08 Replaced Compressor, no charge to customer 9/11/08 Replaced Compressor AGAIN, no charge to customer 3/5/09 Performed Maintenance 6/19/09 Called out for no cool, found customer had replaced metal return register in the floor with a wooden board that had holes drilled in it, restricting the air flow, which in turn caused the coil to ice up, and not cool. We did not charge for this call, yet this is something that was not covered. 10/16/09 Performed Maintenance 7/15/10 Found hole in refrigerant line, repaired at no charge to customer 7/27/10 Gold Club Membership was cancelled. Company gave customer 1 year annual maintenance plan at no charge and waived all diagnostic fees for 12 months. (Insurance company we purchased coverage from went out of business) 12/23/10 Performed Maintenance 7/27/11 Customer paid for 1 year of maintenance at $179.00 (paid via mail) 10/7/11 Performed Maintenance 6/14/12 Performed Maintenance 9/18/12 Customer paid for 1 year of maintenance at $179.00 (paid via mail) 12/14/12 Customer requested refund of monies paid towards maintenance plan. Customer refunded $179.00 That is every call we have in our computer for this customer. It was not easy for us to have to contact this customer along with dozens of others and notify them that that insurance company that had been covering their equipment went out of business. We did what we could to try to soften the blow by giving them one year of maintenance for a year at no charge ($179 value). I see that we continued to do their maintenance for 2 more years and now apparently the unit is not working. I show no record that they ever called us or booked a call to come out. I do not know what is wrong with the unit and am sorry it is not working. For another company to state that we had done work "poorly" is unprofessional and I am not even sure what to say to that. Our company has been in business since 1969, sends out only clean cut, background checked and drug tested people who are fully trained. I wish there was something else I could do. Sorry again."

"Thank you Member for sharing this with the public. Glad we could be of service!"