Heinz Air Conditioning & Heating

"I'm sorry that uou did not receive your receipt. In an effort to be more efficient and to not use so much paper we converted over to computerized invoices. You were emailed an invoice which according to our records you did receive. If you would've contacted our office we would've been more than happy to mail you a hard copy of the invoice. When you set up the initial service call our dispatcher advised that we do all our invoicing and paperwork via computer and we give you the option of a paper invoice if you request it. You also rated us poorly on punctuality but according to our records the technician arrived within the schedule time that you were informed of. We also always call the customer when the technician is in route so the customer can be prepared for us. you were given a 30 minutes notice that the technician was in route. The system is automated as well as done manually by our dispatcher. You also were not happy with our price. You were given a significantly discounted service. Unfortunately we are not the type of company that will offer you a $20 service call or check up to get into the door of your house and then sell you for hundreds of dollars in unnecessary repairs. We're sorry that our service didn't meet your standards. We strive to be an honest company with fair prices and try to keep up with the latest technology to better serve our customers. I hope we can do a better job of making you happy in the future."

"First I want to respond that this person reviewing our company is not the owner of the property and we did not do business directly with her. She is a tenant. To start the air conditioning system in her rental property is older and was missing model numbers and critical information to be able to track down an exact part. As a result, the part had to be removed and matched up with a similar part to complete the repair. The original call required a tech to remove the part and bring it back to the shop. From there one of our office staff members went to the supplier to get the part. The tech who was already loaded down with calls and was behind schedule. The renter started calling the office about 8 times, each time being verbally abusive to our staff, which included all three office staff. She was advised that the repair would be completed as soon as the tech could get there. At about 7:30 PM the tech arrived and completed the repair the same day as promised. I personally heard one of the conversations with the tenant and she would not allow our dispatcher to talk or offer an explanation. Unfortunately she was extremely impatient and could not accept the fact that she is not the only customer we were dealing with. It is a hot time of the year, and we were overwhelmed with emergency service calls. All our techs were working overtime, and were able to take care of all customers as promised. We went out of our way to provide a fast repair, including traveling to our suppliers to obtain the parts instead of waiting for a shipment which could have delayed the repair for an additional day. She unfortunately will not recognize that we actually went out of or way to complete the repair as soon as we could."

"In 2013, we installed 2 units for this client. A 1.5 ton Heat pump unit for the upstairs area in their home, and a ductless mini-split unit for the downstairs area. The upstairs unit comes with a 10 year parts warranty and a 1 year labor warranty, and the downstairs unit came with a 7 year parts warranty as well as a 1 year labor warranty. Our initial quote and invoice clearly reflected the warranties included for their systems. As with ALL HVAC contractors, our responsibility is to install the equipment of client's choice according to local code enforcement and state requirements and will guarantee our labor on the installation of the equipment for a year after. Following the first year, it is the responsibility of the client to pay for any maintenance and labor repairs required on their equipment. As this client has a total of 3 different HVAC units for their home, on which we have visited them several times for various services and maintenance on each unit within the last few years. This week, we received a call from the client asking us to take a look again at the upstairs unit, as it seems to not be keeping up to the temperature they are setting on the thermostat. When we advised of the service call fee for this visit, they said they should not have to pay us as they do not believe that their system has worked properly since installation. Initial installation on this unit was 4 years ago. This client would like us to diagnose an issue that is currently happening, 4 years later, at no cost. We informed them that the labor warranty of 1 year has long expired and that like any other contractor, we will have to charge our service call fee to send a technician to diagnose their current issue. If the issue requires the changing of a part, we will order what is needed, process the warranty on the part for them (so they will not incur any costs for the part) and charge them accordingly for the diagnosis and labor involved that we perform. A parts warranty is an agreement between a consumer and the manufacturer of the equipment. A manufacturer parts warranty DOES NOT include the labor to diagnose and change said parts. The manufacturer does NOT credit the contractor for the labor, service and maintenance on their equipment. Costs associated for labor, service and maintenance performed by ANY contractor is the sole responsibility of the consumer. Upon diagnosis of any issues, a contractor will order and pre-pay for any parts that a client's system might require, after which we will take the time to process a warranty claim with the manufacturer to be reimbursed for the cost of the part that we purchased on the client's behalf. Our labor to change said part however, in addition to the time it takes a technician to diagnose the issue, is NOT covered by the manufacturers warranty. No legitimate company can offer all labor services for the life of the client's equipment for free and still expect to stay in business."