Atlantic Shores Heating & Cooling

"Response from the owner of Atlantic Shores Heating and Cooling: Unfortunately, things don't always go as I would like. But all facts uncovered sometimes shed a different light on actual circumstances. We use a national price guide that sets prices for all repairs we charge. Those price guides are used by most every other HVAC contractor as well. Yes they are expensive, a fact we dislike but are reluctant to apologise for. The cost to purchase a truck, outfit it, stock it with tools and parts, hire a qualified technician, provide holiday pay, health insurance, a retirement plan, dental and vision benefits as well as ongoing training is astronomical. And then there is the support staff, fuel and insurance costs, computers and software and etc. We have two choices, we can hire barely qualified people, outfit them poorly and fail to provide any training and charge low prices or, we can get the best technicians we can find and give them 100% support in and off the field and expect a better outcome. We have chosen the high road but when we complete sometimes 150 service calls a week, at times human error can prevail. One thing that would be fair to mention is that this customer approved the repair before we proceded, and after finding the crack weeks later we offered to give her full credit on the repair towards the new furnace. It is entirely possible that the crack found weeks later did not exist when the first repair was completed. The fact that the furnace ran well and safely for another two weeks mekes me wonder. And finally, yes you can find the wholesale cost of just about any part on the internet. But before a repair can be made, you have to have a diagnosis. It sometimes takes many years of training and experience to be able to accurately make that diagnosis. The mark-up on the part helps subsidize all the other costs of doing business. We have been doing this as a family for 18 years and I wish every experience could be perfect. Most people who are dissatisfied contact us directly and we always remedy the problem. Those who don't never get to experience our world class sense of customer service when things don't go their way."

"Response from Owner: Lets take this in sequence of your complaint. The work started a week late ? Yes but with your full knowledge and approval. The customer gave us the model # of the specific unit he wanted and our supplier initally reported it was in stock. When we went to pick it up the following day they found their inventory was incorrect and and they would have to order it. This was all explained immediately and the customer said "no problem we will hapilly wait" Yes we did crack the ceiling from the attic. We immediately hired a professional ceiling repair person and it took 3 trips and three coats of compound to repair as is standard. We regularly walk across attics where there is no lighting and no walk boards present. Add to that deep blown in insulation covering the wood joists and it is precarious at best. Unfortunately, accidents happen. Now to your lost check..... I have to own that. Yes you did present me with a check paid in full and I obviously lost it. The phone calls and messages obviously never reached me and I have to own that as well. Our system of relaying imp[ortant messages has been revamped and I thank you for that. While there was a serious lapse in our handling a lost check the actual job was completed as promised and accurately. Please accept our apology for misshandling the lost check."