Central Aire Conditioning, Inc.

"Dear Mr. [Member Name Removed], I am sorry you are unhappy with our service. We always try to work with all our customers. In your case, you have a Freon leak. We were out there four times in the past few months- adding Freon. Each time we came out, we told you that you need to locate and repair the leak. Each time you refused. All we could do was add Freon. There was a Freon shortage a while back due to some explosion at some Freon plant in China. This caused a temporary spike in prices at the wholesale level. We were forced to raise our prices along with everyone else. The prices have since stabilized, allowing us to drop our prices back to normal. At the time, our prices were higher than normal, but no higher than anyone else's. In our defense, each time we came out, we gave you a $35 discount coupon off your bill to help defray the costs. This coupon is reserved for new customers only-one per customer. But we gave it to you none the less. I can understand you giving us an "F" on pricing if someone else charged less than us. But I don't feel that your "F" on all the other categories was justified. We tried to work with you every chance we could. We have been in business for over 38 years and have always maintained an A+ rating with the Better Business Bureau. Had you come to us, rather than giving us a bad review, we would have worked with you as well. -Peter Gowing, President of Central Aire"

"To Whom It May Concern: I am the owner of Central Aire. I would like to respond to Mrs. [Member Name Removed] complaint. We replaced her air conditioning system in 2015. She had a number of problems that led up to that decision. The last one being that it was leaking thru her ceiling causing drywall damage. She had a 2.5 ton system for 1,290 or so sq ft. We replaced her system with a 2.5 ton Rheem. She did have a number of service calls after the system was replaced. We responded to every one of them. Several of the calls were for dirty coils. (For the record, she has a house full of dogs and cats and animals in tanks warmed by heat lamps). Several calls were for clogged drains. Most were for the system not keeping up in the heat of the day. We followed proper protocol when it involved the system not keeping up. We added Renu to free up the TXV. We replaced the TXV. We replaced the evaporator coil on the chance it was the problem. We increased the size of her return duct and rebuilt her supply plenum. We advised her to turn off the heat lamps. Unfortunately, none of these corrections seemed to have helped. We have been to her home a number of times over the last two years for issues related to her system not cooling in the afternoon. Each time she called, we responded timely. WE NEVER CHARGED HER for most of those calls. The only call we charged her for was when we replaced her evaporator coil and added a UV light system. We replaced the coil because it was impacted with animal hair and since we wanted to address the no cool problem at the same time, it only made sense to replace the coil and TXV since we had to pull it anyways to clean it. The $750 we charged her was really for the UV light system which she requested. We have since called Rheem for more answers. Their tech support team has evaluated her system based on a lengthy field report we filled out for them. Their conclusion is that her duct system is too small to handle the R410-A based system. It was OK for the R-22 system, but R410-A reacts differently and needs better airflow to work properly. The repair will involve enlarging some of her ducts coming off the plenum and increasing the size of her return grill. We have tried to contact her several times in the last week regarding this. We do not feel that Mrs. [Member Name Removed] complaint was justified. We have never ignored her complaints or her requests for service and have been continually trying to solve the problem. We have been in business for 37 years and stand on our excellent reputation. We will continue to try to contact her and hopefully will resolve this soon. Respectfully, Peter J. Gowing President-Central Aire"