Affordable Aire Heating & Cooling, LLC

"Thank you so much for your positive comment. It was a pleasure serving you! Please call us if there is ever anything else we can do for you."

"We are sorry this customer had a bad experience. Many times problems with heating systems, especially if they are electronic in nature, can show up intermittently. If the problem is not occurring while we are there at the home, and we are unable to duplicate the conditions, then it can be tough to solve a problem that isn't showing itself at the time. Our records show that we were out there 3 times over a period of about 3 weeks; the customer was only charged once. On the second visit, the system WAS displaying a problem, and the defrost control board was replaced. On the third visit, no problem could be found so there was nothing we could do. As far as this statement: "Affordable Aire rep even tried to freeze my outdoor optionaly installed temp sensor to kick the HVAC into defrost mode ! They obviously did not know where the actual Temp/Ice sensor was even after I told them that this was not it." On certain thermostats and systems, the optional outdoor temperature sensor DOES control certain aspects of system operation, including whether or not backup electric heat comes on or not, so the technician was trying to make sure he checked every aspect of the operation of the system; in other words, was trying to do a thorough job. Unfortunately, this customer's experience may also be colored and clouded by the fact that this service work was done through a home warranty company. Many times we are called in by home warranty companies after they've already sent another company out to the same job, and we have to straighten out what the other company has done. It is also unfortunate that most customers equate us as BEING the home warranty company, and confuse us with the other company that has been sent out; thus, we often get blamed for what another company did. I do not know that this is the case in this instance, but where the customer is describing 5+ visits where we show only three, it is possible. I think the sarcastic statement "They were nice enough to leave most all the screws out" pretty well sums up the demeanor of this customer's post, as well as makes me doubt that all of the experience could be attributed solely to our company, as we carry replacement screws on our trucks and generally are the ones replacing missing screws, not the ones leaving them out. It is unfortunate that this customer did not try to contact us directly to voice their concerns; we take customer satisfaction very seriously and would've worked diligently to make them happy. I would also point out that the address listed for this customer is in Virginia, whereas we are located in Tennessee, as is the property address we show listed with the same name as his. This makes it quite possible that this was a rental property of the homeowner's, and they might not have even been there while the work was being done, which would make it even easier to confuse one company with another. As we are still doing work for the same home warranty company, I think it is obvious that we are not in the habit of doing poor work or being dishonest with customers. Our continued high Better Business Burea rating also reflects the quality of our work. Thank you."