Jack's Htg A/C & Plbg Inc

"5/22/12 – Arrived at customer’s residence for initial no cooling call. Found that A/C system was completely out of refrigerant. (Due to a leak in the system.) Charged A/C system with nitrogen to locate the leak. Leak was found in crawl space. A 7’ section of the 3/8” liquid line was damaged from a deep gouge down the length of the pipe that had caused it to split in several places. (Damage most likely occurred during original install. Jack’s was not installing contractor.) Customer wanted estimate for repair before work was completed. Called customer that same day with estimate. Customer approved estimate work was schedule for 5/25. 5/25/12 – Arrived to perform refrigerant piping repairs. Cut out and replaced damaged section of piping. Tested system and found no more leaks. Vacuumed down system and charged with approx. 5 lbs of R410A refrigerant. Upon system start-up found that compressor had failed. Compressor had most likely failed from system operating on low to no refrigerant. Contacted Trane to see if compressor was still under warranty. (Customer had a standard parts only warranty.)Verified that the compressor would be under warranty and ordered replacement with Trane’s standard shipping. Compressor would arrive in 7-10 days. (Expedited shipping is not covered under warranty and customer did not want to pay extra. They felt that if it was under warranty they shouldn't have to.) 6/5/12 – Arrived to install warranty compressor. Removed old compressor and installed replacement. Tested system and began start-up. Upon start-up found that compressor was D.O.A. from the factory. Contacted Trane Technical support to verify compressor failure. They approved the 2nd compressor to be installed under full parts and labor warranty. (Customer would not have to pay in any way for the installation of the 2nd compressor.) 2nd compressor would arrive via Trane’s standard shipping 7-10 days.(Same as 1st compressor) 6/13/12 – Returned to customer’s residence to install the 2nd compressor. Removed and replaced D.O.A. compressor and tested system. Began start-up and verified that the system was now operating correctly. Customer was billed for 1st no cooling call and leak discovery, repairs to refrigeration piping, system test/charge, discovery of compressor failure, and labor to install compressor the 1st time. They did not get billed in any way for the 2nd compressor install. Their total bill for all work performed was $809.00 which was paid in full on 6/13/12. Not quite $900.00 that was mentioned in their review... The entire process was a little more complex than us making up the fact that there was a leak in tubing which didn't fix it and changing a part as they described. Unfortunately the customers system had two major failures the refrigeration piping leak which was caused by a bad installation, and the compressor failure which was caused from the refrigeration leak. The compressor from Trane which showed up D.O.A. was not their fault; consequently that is why they were not billed for that portion of the work. We apologized for any inconvenience that the process may have caused. But we completed the work in as timely of a manor as the situation allowed. Not all service calls are the same and the patience of both parties involved gets tested sometimes."