ANDREWS HEATING & AIR COND., INC.

"We apologize that you feel your experience with our company has not been a good one. However, in response to your claims, the facts of this situation seem to be in question. Our technician arrived at your home on 6/22/2022 for a "no cooling" service call for your 2nd floor Heil AC. Upon inspection, your equipment required a somewhat uncommon capacitor that we do not stock. However, the technician did offer a suitable solution with a part he did have on his van. You preferred that the OEM (original equipment manufacturer) part be ordered and return at a later date to install. We informed you that we would be able to do that but you would have to pay the additional labor and travel expenses for the return visit. You indicated that you would not pay any additional charges...that "it was our problem that we did not have the exact part for my machine". We are an American Standard dealer, not a Heil dealer. It was our understanding that you did not wish for us to make the repair, you refused to sign the invoice for the time we did have in the project, and you were presented with the invoice which was filled out but not totaled for the no ac diagnosis (no parts were billed on this invoice as you claim). The invoice reflected $90 for labor, $45 service charge, and $15 gas surcharge...totaling $150.00. I would be happy to provide a copy of this invoice if you would like, but please realize that this invoice was in no way edited as you claim...these are our established / advertised rates. The cost of your yearly service agreement is $330.00. The first check was performed 5/9/2022. We will be issuing a refund in the amount of $15, which is equal to the unused balance remaining of your service contract ($165) less the unpaid balance for service invoice #33996 dated 6/22/2022 in the amount of $150.00. Thank you."