"We are offended with this rant from a client's son making assumptions which he then holds up as truths while calling in to question the integrity of Ferran, our owner and a highly valued service technician. He does this with complete disregard or full knowledge of the situation and without even speaking to a supervisor or owner. We are equally saddened that he is speaking for his parents whom we consider valued clients with a long standing history of mutual integrity. Fact: No one at Ferran makes a commission and we will never sell you something you do not need. Fact: As Residentail Maintenance Clients, his parents' were quoted a 15% discount on their services from our independent Flat Rate Pricing book. Fact: Independent Flat Rate Pricing means just that. Our pricing, along with a brief work description of each diagnosable task, is loaded on field tablets and available for clients to view at any point during a service visit. There is no way for any Ferran employee to adjust FRP once it is loaded assuring that it cannot change based on any characteristic of client. Further the pricing is based on industry norms provided by Callahan Roach, an independant provider. Fact: When a unit is 10+ years old and in need of a major repair, it is our practice to provide a ballpark figure for replacment so that our cllients can make informed decisions on repair vs. replace. This is done with zero intention of pushing for replacement and allows us to demonstrate full transparency. Fact: We have provided annual maintenance on this system since 2010. If we were attempting to "take advantage of the elderly", we would have had seven years to suggest or push for replacement sales. It simply is not done here. Fact: I have a fully recorded call same day from this complainant where he makes no attempt to speak with a supervisor or owner. It also affirms that he had no knowledge of the motor type prior to price shopping our diagnosis. Single vs. variable speed motors have significant pricing differentials. Fact: That variable speed motor's base cost to us was nearly the same dollar amount the customer claims to have gotten a full repair quote for. Fact: Given we were unable to perform the repair at the rate the customer procured, our technician followed procedure by pulling off and went a step above in eliminating the motor pick-up trip charge, only billing for the diagnostic. His actions, once again, speaking louder than the words perpetrated here. Ferran received this call and responded same day within four hours (timely and punctual). We provided an honest assessment, upfront pricing prior to performing anything above diagnostic, and were told to proceed with the call. The customer's son shopped the price with partial information while we were told to proceed with work on the residence, never pulling our tech off when he phoned in for the motor information. Our technician went above an beyond in considering our long standing relationship with the customers by "no-charging" his travel time and only billing $79. There was no pressure at any point, no intention to up-sell and no indication we expected anything more financially from his parents as we left the residence. There is no scenario in which any of this can be construed as taking advantage and we resent the implication on every level. Ferran kept our promise by providing the best possible service, presenting all available options, and proceeding in accordance with what our long term valued customers requested."