Townsend Heating & Cooling Inc

"In response to members comments, on 6/17/2008 we installed two HVAC systems for a the member. After each install we go through a 33 step written checkout list. The installers then take the home owner to review the install and go over the check off list. When the customer is satisfied with how everything was installed, they sign and date the list and it is put in their file. This signed check off list is in their file. Our dispatcher did make a mistake on 6/2/2010 on pricing for spring clean and check and gave a quote for one system instead of two. The tech then offered the second system 50% off, but the customer declined and our tech left. On 7/30/2010 a tech checked the system and found it low on charge. He performed a leak check on the system and located one leak on the expansion valve and repaired it. He charged the unit and checked it's operation. Even though the unit was out of warranty. He warrantied the leak search, repair, refrigerant and labor, charging only the travel/diagnostic charge. Sunday 8/8/2010 customer called said his a/c quit on Saturday. He was informed of the weekend travel/diagnostic charge for Sunday. Customer stated that it was the same thing and he wasn't going to pay anything. The customer then called me on my cell and complained. I then authorized the tech to waive the charge until he found what the problem was. The tech arrived only to find out that the outside unit wasn't running. The customer was with the tech all the time. The tech found that the electrical disconnect box, which feeds high voltage to the a/c, wasn't making connection. He repaired the insert and put it back together. The a/c fired right up. The customers disconnect box was not part of the original install, so the customer was informed that there would be a charge. The customer refused to sign the service ticket or pay, claiming that it was still our fault and grabbed the part out of the techs hands. Our tech then picked up his tools and left without being able to check out the system and it's refrigerant charge. It is company policy not to perform additional work once a customer has refused payment that is due. The customer then apparently called out another company who charged them over $800 to fix a leak and 3lb's of refrigerant and we are the bad guys? I hope the other company's tech was at least wearing a mask. The conversation between the member and I ended when he started yelling into the phone that I wasn't listening to him. He also said that I don't take his calls. This customer has never call since the last call and he has my cell number. We also have another agency involved and they have called him multiple times with no response. I have been providing air conditioning service to the St. Louis area for 33 years. We are the 9th largest Trane Comfort Specialist Dealer in the heartland. Every Comfort Specialist install is followed up by a Trane survey asking the consumer to grade our installs. Everything from the quality of the install, did they keep your house clean, did they clean up, did they explain the system to you. Twenty five questions and then ask to rate the experience. We currently have a 100% referral rate, 99.99% after this, and our score is 98%. Our employee's take great pride in the work and training. We employ N.A.T.E. certified tech's and have a solid reputation for service and install. Mr. Rector was very quick to bring up that he was going to Angie's list and the BBB, both which we are members of, if he didn't get what he demanded. However I wish they had a list for contractor's. One where the contractor could rate the consumers. So that a contractor would know up front what he was going to have to deal with. When the customer refuses to pay we have no practical place to go to, except to withhold services. Oh and by the way I'll let you guess what the member's OVERALL GRADE was! Richard Townsend, president Townsend Heating & Cooling Inc."