Thompson's Cooling and Heating Inc

"Our company has been attempting to reconcile this review with Angie's List to no avail for the last two months. Their response is to post the facts as our response. Our phone calls are logged and recorded, showing customer called us Sunday, June 3, 2012 at 16.17 pm, for the very first and only time. We arrived for the first and only time at their home on Monday June 4, 2012 at approx.10 am. We repaired for free a loose duct, an additional part, and burnt wiring. We did not add Freon. We have written proof with customer's signature showing that the unit was working and he refused a bid for a new system. We did not give customer any numbers on a new bid as the invoices states he refused any bid. The ambient temperature that day reached 93 degrees at 5pm. We did not receive another phone call to come out at any time from this customer if and when the unit stopped functioning properly. We have written documentation showing the following facts and have tried to give the best service possible to all our customers. Angie's List has contacted the persons who wrote this review and they cannot provide any documentation showing the review is correct. The customers state we are the company who came out on Friday, June 1, 2012 and added Freon to their unit and then came out a second time that day. We also do not understand why they would say YES to using our services again if we provided poor service resulting in this review. We understand during extreme times of stress people can make misidentifications of companies due to the length of time between the occurrence and posting a review. We hope that the customers are doing well with the company who has replaced their 25 year old HVAC unit and realize that we are not the company who did not put Freon in unit June 1, 2012 nor come back for a second time to their home on the same day. Our phone records and company records have been thoroughly searched to ensure that we did in fact have first contact on June 3, 2012. Angie's List policy is to allow reviews to remain unless they are proven to be errors or place by another company. Our company has been contacted by clients who state this review has caused them to choose another company. We sincerely hope and pray that customers would call us as soon as possible to resolve any problems as we strive to provide them quality services and products. We have made contact with the Better Business Bureau in Indianapolis, Indiana to help us resolve this issue."

"We were saddened we were not able to please this member. A City Permit was pulled and the ensuant inspection passed completely after the work was performed. Later on the member had a vibration issue with one unit. And after two attempts to alleviate the situation, we contacted the maufacturer's representative and the situation was resolved. It was somewhat challenging to schedule because the member told us he was experiencing an incredibly difficult and stressful time at his job and we could only come out when he was off every other Friday. Another small issue was resolved the next year. We really liked the member. He is a nice gentleman. We are grateful to have earned his business but sad he is unhappy with us. We will continue to train regularly with both the technical aspects of our industry along with improving customer satisfaction."