Quality Air of America

"Our intention is to treat our customer's fairly and well - and this unfair and inaccurate portrayal genuinely hurts me as the business owner. You are welcome to call and ask for me, and I'll relay exactly what I'm going to recount below: you were not charged $465 (you were never charged more than $265 by my business in fact), you were refunded by the manager you said would not call you back, the only reason the work was not done was because you were not home when my tech arrived for our 2nd appointment. Here is the full and correct version of events, all of which can be verified with timestamped notes, pictures, and credit card transactions. Our technician first went to the customer on Saturday May 7th. The technician spent 1.5 hours at your home to deliver the Complete Home Package you had booked with us. Based on the technician's recommendation, you decided to book a second service for a deeper duct cleaning. This service cost $400 in total. A deposit of $200 was collected that day and you booked a follow up appointment for Thursday, May 12. On the 12th, the tech called you when we were on our way, as is our policy and in an effort to communicate well with customers, he left you a voicemail. You then called the office back shortly after the tech called you and said you would not be home. The technician took a time stamped picture of your house, again as is our policy so our efforts to make appointments are properly recorded. When we had not heard from you by early June to reschedule, we refunded you $151 of the $265 total you paid us ($65 for the Complete Home Package, which was rendered over 1.5 hours of service, and $200 deposit for additional work). Of the $200 deposit, we refunded only $151 as you booked an appointment with us and you did not honor it by being home. The $49 is equivalent to our most affordable service call fee. Everything said above can be verified, and you are welcome to give us a call and ask for the owner or a manager. We will be happy to share more details with you directly."

"While we are sorry to hear about [Member Name Removed]'s drainage issues, his story is not an accurate one - of the services we have rendered or our approach to customer service. [Member Name Removed] is correct that he obtained a 3y preventative maintenance from us - but this was included at no charge and as a courtesy having done a larger AC and duct cleaning for him in August 2020. As part of that cleaning, we did change out his safety switch. Over a year later in December of 2021, that safety switch apparently didn't trigger, and [Member Name Removed] attempted to clear the drain line himself to avoid further leaking from condensation. When that did not work, we were called to revolve the issue. At that visit, we replaced their safety switch at no charge. This was not an obligation on our part, as we were more than 1y from our warranty period on the original installation, but we did this as a courtesy to satisfy a customer. Following that free repair, earlier this year in May of 2022, [Member Name Removed]'s AC was not working. We visited him again to find that he needed a new capacitor. [Member Name Removed] would not agree to our standard price, so again as a courtesy we both reduced the price AND provided a deep drain line flush for free - again to satisfy a past customer. It should be noted as well that we have been recommending to [Member Name Removed] for over a year now to either add a condensate pump or re-do his drain line to resolve his drainage issues. He has declined our recommendations. It's worth remembering here too that the original issue with drainage that resulted in our installation of the second safety switch (for free) came subsequent to him trying to resolve the issue himself. We are unfortunately not in a position to serve a customer who expects work to be done free of charge, does not heed our recommendations, and who attempts repairs on their own. We cannot do these things and still offer high quality service to the rest of our customers. We want our customers to be our long term partners, and in this case, there is no sense of partnership."