AINSWORTH & CO

"I do apologize for the misunderstanding in the spring. I found where Matt came out to give you a quote but you asked for the tech to come back and locate the exact pinpoint location of the leak before you would allow salesman to give you price. I see we sent the tech back out the next day to do just that. When Matt asked the Tech if he was supposed to call you back he was told no you said you would call us. We try not to be "pushy" and make consumers feel pressured to hurry up and buy from us so Matt waited for you to contact him. Summers can be crazy here and we are human so occasionally things fall between the cracks. I assure that is not the norm. If we in any way, left you feeling we were not interested in your business then I apologize deeply as that is never our intent. I am glad we worked past this and you gave us a second chance as I see we did install an new coil and duct work on 12/17/14. Thank you for sticking with us. Our customers mean everything to us and we really try hard to keep them happy."

"A common misconception about preventative maintenance is that it is a cure all. Drain lines pose a unique set of problems. The main drain line generally ties into a vent stack which then ties into plumbing system for the house. What we use to "blow out" these lines is generally sufficient to clear the A/C line. However if a problem develops in the vent stack or elsewhere in the plumbing system this generally will not resolve this. As we are not licensed plumbers, the State of Texas does not allow us to touch any part of the home's plumbing system, except the A/C main and secondary drain lines. If a problem does arise in the plumbing system it can cause the main A/C drain to stop flowing and back up into the main pan. It will then overflow into the secondary pan which sits under the unit and flow out of the secondary drain line. The secondary line usually drains outside of the home so that it will alert the homeowner to a problem. The average system produces up to 8 gallons of water a day. We performed Ms. Rhoads A/C check up on April 15, 2013. So for nearly 90 days her drain lines worked fine. That could amount to over 700 gallons of water that moved through those lines before her problem arose. As for calling in and the "man" in the office telling her it was just normal condensation, I can't really address that. We do not have a man that answers the phone during normal business hours and I can’t find a record of her calling in after hours. I am not disputing her clam that she spoke to someone. I can only say that the response we train our employees to give when someone calls in with water dripping out of the secondary drain line is to explain to them that the water dripping is an indication that the primary drain line is stopped up. We recommend that the customer turn the system off to stop all water production and have an A/C company or licensed plumber look at it. I am by no means saying that she is not telling the truth. If anything I believe that it is possible that a miscommunication may have occurred. If the person she spoke to misunderstood her description of the problem and thought she was referring to the copper suction line from the condensor into the side of the house, then yes it is very normal for that to "condensate” or "sweat". The hotter the outdoor temp is the more that line will sweat. Again I cannot attest to who Ms. Rhoads spoke to or what was said. Unfortunately the first I heard of her being dissatisfied with our service was when I was notified by Angie's list of this post on 11/11/13. I have tried my best to police the employees to see if anyone remembers talking to her but after 4 months and hundreds of calls, no one remembers this particular call. I feel terrible that Ms Rhoads feels slighted in any way, and I wish I would have had the opportunity to address this with her at the time it happened. I feel sure that I would have been able to resolve this matter if I had been given to chance."