Pitzer's One Hour Air Conditioning & Heating

"To whom it may concern; I am not sure what this Angie's List Member is speaking of when they say we "did not do what we promised" According to our records, we have only been to this address twice in the past two years. The history is as follows: 9/14/2011: Customer called to ask us to look at their evaporative cooler. Comments in notes say customer is not sure if cooler can be repaired or if it should be replaced. We went to their home, replaced the entire wet-section, including the 12" celdek pads and charged a total of $1,358.07, which included a 1 year maintenance agreement. 4/16/12: Performed maintenance on new evap cooler. Found unit pretty gunked up. Cleaned and got ready for service. No money exchanged hands as this was paid for at the previous visit. According to our records, there has been no other service performed at this address. Also, the Last Name on file for this address matches the member's name, but the first name does not. As it has been a year and a half since we last went to this customers home, I am not really sure if this should be considered a valid report. Respectfully, Larry Thornton General Manager Pitzer's One Hour Air Conditioning"

"Thank you so much for your review. We really appreciate your business. Larry Thornton General Manager"

"Thank you for your B grade, which is "above average". Hope we can earn an A grade in the future. Thank you so much for your business. Larry Thornton General Manager"

"Thank you so much for your grade of an 'A'! Coming from a teacher that is awesome! Thank you so much for your business. Sincerely, Larry Thornton General Manager"

"[member name removed] Thanks for the great review! We appreciate your business very much! Larry Thornton General Manager"

"[member name removed], Thanks for your review. Glad we were able to get your heater working and really appreciate those referrals! With a big smile, 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"

"Thanks member for your report. I am most concerned that we got a 'C' for professionalism. It is our desire as a company that we are always above average. I did call and speak to your wife (she said you were out chasing a little white ball around - lol) and listened to her concerns. I will be addressing her concerns at a future company meeting and appreciate the chance to learn from our mistakes. I do appreciate your long time business and look forward to being of service for years to come. Should you ever have a future concern, please feel free to call me directly on my cell phone at 928-715-6925 Sincerely, Larry Thornton General Manager Pitzer's One Hour Air Conditioning"