"The member contacted Ierna’s Heating & Cooling Inc to schedule a routine maintenance for 6/10/06, at a cost of $45. While performing maintenance on the system, the service technician noticed a burnt contactor, and recommended replacement at a cost of $110 (for the contactor only). The total cost, including the routine maintenance fee would have been $155. As well, our service technician recommended a 3 year prepaid maintenance plan for $350. Should the customer have opted to purchase the 3 year maintenance plan, Ierna’s Heating & Cooling waives the current charge of $45 for the routine maintenance. The prepaid maintenance plans also give those customers 20% off, which would have come off of the cost of the contactor in question. Please also note, the coils which are mentioned as to have been clogged would have been cleaned with the prepaid maintenance plan, as a standard procedure. The member opted to not purchase either recommendation, stating that she could not afford either at this time. As a result, the member was also extended a payment plan in order to fit her needs; and at the same time properly repair her system. She declined all recommendations, per Invoice #5494. Ierna’s Heating & Cooling did not feel the need to push the sale of a new unit on the member since she had expressed she was not financially able to afford the service technician’s recommendations. Furthermore, her AC system was only 6 years old. The average life of an AC system in Florida is 10-12 years. Ierna’s Heating & Cooling does not feel that the member AC system was in need of replacement just yet, as the system still had approximately 5-6 years left and the most important part of the unit (the compressor) was still under warranty at the time that another company sold the member an entirely new AC system. In conclusion, our service staff most certainly looked for all problems, however we pride our company in ethical sales tactics and we do not high pressure sale our customers new systems, especially when their current system is under a manufacturer warranty. We apologize that the member was unhappy with us for not recommending a new AC system, however given the circumstances she did not need a new AC system."