Southern Comfort A/C and Heating, Inc.

"We did install the System 7 years ago. 1st recent visit was a diagnostic. The system was low on refrigerant. Brad spoke to you in person. He suggested a dye leak detection instead of simply adding refrigerant, went over pricing, and informed you that the next visit to search for the leak would be no addtl. charge. The total of that visit (w/ refrigerant): $406. Our 2nd visit was the follow up to search, and was scheduled despite the 1st visit still being unpaid. The search was performed by Brad and Travis. The leak was found. You were informed of the amount of repair, signed a pre-approval for it, before the needed drier and materials from our Supplier were acquired. A repair made the same day. As promised, Brad's 2nd visit was no additional charge. Christian is well trained. He recovered your refrigerant, cut out the existing drier, soldered in the new one, pulled a vacuum, recharged the system, added addtl. refrigerant to correct your refrigerant levels, and checked the operation in an hour and twenty-one minutes (not incl. travel time). The price for the repair approved by you was $898 The subsequent visit following this was due to a mishap you had with your thermostat. Not your refrigerant repair. Our pricing is flat rate based on an average of time it takes to perform the service(s), travel, addtl. materials, fuel for brazing, and refrigerant. Not just the part. We are hired for service. We’re not a parts store. Our customers want assurance that we are legitimate, licensed, and insured with well-trained, efficient, and courteous staff. A company that guarantees our work and that we'll still be in business when they need us again. When you came into the office, you said our staff was polite, knowledgeable, and efficient. However, you didn’t care for the price and wished to discuss it with the boss rather than the office. I am sorry that you considered his offer inadequate, but perhaps it is for the best. There should be a mutual trust with our customers. We hope you find a company you are willing to trust."

"The cost of parts is a small part of the price of our service, your right. Unfortunately, the cost of running a legitimate, licensed and insured business is a costly endeavor in this day and age. As a service that enters your home, we carry extensive insurance coverage. For the peace of mind of our customers, we pursue NATE training and certification for our technicians and have met the requirements as Factory-Authorized CARRIER dealers. That means we also maintain the required state and federal licenses and/or permits for our field. For efficient scheduling and service, we have a full compliment of office staff to assist our technicians. None of these are without cost, and at the end of the day, we are still a business that needs to make a profit to ensure that, when our customers need us, we will still be here to service them."

"Ms. [Member Name Removed], We always appreciate it when our customers take time out of their busy schedules to share a positive review regarding our work. Thank you, Keith Grass"

"We are always happy to help! We appreciate our loyal customers, and try hard to give quality work that we can be proud of. Your comfort will always be our goal."

"We are sorry that you feel our company treated you unfairly. However, we are not responsible for the leak in your evaporator coil. That was a factory issue. Should the leak have been caused by poor installation, we would have been more than happy to compensate you. The cost of changing out the warranty coil was due to the fact that there was no labor warranty and only a limited parts, which does not cover freon. An extended warranty would have covered the labor, freon, and parts. We understand your frustration, but please keep in mind that if we take full responsibility of all factory issues, natural disasters, etc. then we would be unable to afford to remain in business. We warranty only OUR work. Again, we our sorry you thought so poorly of us."

"Thank you for your positive review. We just received it, and are always grateful to hear positive feedback from our customers."