Nuccio Heating & Air Conditioning Inc

"Thank you for your review and we appreciate your business."

"Thank you for your kind words about our staff and the efforts we go to to help solve your invividual comfort needs."

"Thank you for giving us the opportunity to show how our staff does go above and beyond. We appreciate your business."

"Thank you for your business and the kind words. Our staff works hard to provide the highest level of professional service."

"WE REGRET THIS MEMBER'S DISSATISFACTION WITH OUR SERVICE AND WE ARE VERY SORRY TO LOOSE HER AS A CUSTOMER AS A RESULT. WE THOUGHT IT WOULD BE USEFUL TO POST AN EXPLANATION OF THE SERIES OF EVENTS THAT LEAD UP TO THE CUSTOMER'S DISSATISFACTION. THIS MEMBER HAS BEEN A CUSTOMER SINCE JUNE OF 2001. WE HAVE PERFORMED SERVICE WORK ONLY FOR THIS CUSTOMER HAD HAVE NOT BEEN ASKED BY THE CUSTOMER TO EVER PERFORM ANY CLEANING OR MAINTENANCE OF THE SYSTEM. ON DECEMBER 16, 2008 WE RESPONDED TO A CALL FROM THE MEMBER THAT THE FIRE DEPARTMENT WAS CALLED TO HER HOME FOR SMOKE OR A BURNING SMELL IN THE HOME. UPON ARRIVAL OUR TECHNICIAN CHECKED THE SYSTEM AND HE DID DIAGNOSE A FAULTY FAN MOTOR. (THIS DIAGNOSIS WAS LATER FOUND TO BE INACCURATE.) THE UNIT WAS A YORK BRAND AND WE DID NOT HAVE THE INFORMATION TO QUOTE A REPAIR AT THAT TIME BUT ADVISED THAT WE WOULD RESEARCH AND QUOTE REPAIRS. THE NEXT DAY OUR SERVICE MANAGER SPOKE TO THE TECHNICIAN AND DETERMINED THAT THE TECHNICIAN (A JUNIOR TECHNICIAN) MAY HAVE NOT DIAGNOSED THE PROBLEM PROPERLY. WE MADE ARRANGEMENTS WITH THE MEMBER TO SEND A SENIOR FIELD SUPERVISOR TO THEIR HOME TO HAVE A SECOND LOOK AT THE SYSTEM ON DECEMBER 19, 2008. UPON ARRIVAL IT WAS DISCOVERED THAT THE ORIGINAL DIAGNOSIS WAS IN FACT INCORRECT AND THAT THERE WAS NOTHING WRONG WITH THE MOTOR AND THAT THE AIR CONDITIONING SYSTEM WAS NOT THE CAUSE OF THE SMOKE OR BURNING SMELL THAT OCCURRED ON THE 16TH AT ALL. WE UNDERSTAND THAT THE SMOKE OR BURNING SMELL WAS CAUSED BY A KITCHEN APPLIANCE. WHAT WE DID NOTICE WAS THAT THE BLOWER WHEEL OF THE AIR CONDITIONING SYSTEM WAS VERY DIRTY AND IN NEED OF REMOVAL AND CLEANING. WE QUOTED THE MEMBER OUR STANDARD PRICE FOR THIS SERVICE OF $121.00 AND THE REPAIR WAS APPROVED BY THE MEMBER. WE DID NOT CHARGE THE MEMBER A SECOND DIAGNOSTIC FEE WE ONLY CHARGED FOR THE CLEANING. THE MEMBER ONLY PAID FOR THE FIRST DIAGNOSTIC FEE OF $96.00 ON DEC. 16 AND THE SUBSEQUENT CLEANING ON DEC. 19. AS FOR THE TIME THE TECHNICIAN WAS ON THE PHONE AS THE CUSTOMER DESCRIBED, THIS TECHNICIAN IS A FIELD SUPERVISOR AND IS REQUIRED TO LEND PHONE ASSISTANCE TO OTHER FIELD TECHNICIANS AS REQUIRED. THIS DOES NOT CAUSE THE CUSTOMER TO HAVE TO PAY FOR HIS TIME ON THE PHONE WHILE AT THEIR HOME. OUR REPAIRS ARE QUOTED BEFORE THEY ARE PERFORMED. IT DOES NOT MATTER HOW LONG IT TAKES THE TECHNICIAN TO COMPLETE THE QUOTED REPAIR THE CUSTOMER ONLY PAYS WHAT HAS BEEN QOUTED AND APPROVED AHEAD OF TIME. THIS IS KNOW AS FLAT RATE PRICING AND IS USED BY SERVICE PROVIDERS NATIONWIDE. IT IS TRUE THAT HAD WE DIAGNOSED THE PROBLEM CORRECTLY ON THE 16TH THAT THE CUSTOMER WOULD NOT HAVE BEEN WITHOUT THE USE OF THEIR SYSTEM UNTIL THE 19TH. WE REGRET THIS BUT OUR TECHNICIANS ARE ONLY HUMAN AND ARE NOT PERFECT EVERY TIME. WE DO MAKE AN OCCASIONAL MISTAKE. ALL OF OUR SERVICE TECHNICIANS ARE NATE CERTIFIED. ALTHOUGH WE REALIZE THAT WE CANNOT PLEASE EVERY CUSTOMER IT IS NOT DUE TO A LACK OF TRYING. IT IS OUR GOAL TO SATISFY ALL OF OUR CUSTOMERS. WE MAKE THE ABOVE STATEMENT AS AN EXPLAINATION OF THE FACTUAL ACCOUNT OF THIS INCIDENT HOPE THAT IT HELPS CLAIRIFY THE ISSUE."