ComplaintsforPasterkamp Heating & Air Conditioning Co.

• Initial Complaint

  07/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Pasterkamp has been the sole HVAC vendor for the ********** Condos, where I am an owner. They have done building and personal apartment maintenance on AC units. After recently switching to a new vendor (which Pasterkamp claimed for years was impossible), we learned that the 5 chiller replacements they claimed to have done were lied about, and in fact no maintenance at all was actually completed in 15 years (yet the *** paid for all of it). On a personal level, I have been overcharged for "replaced" parts that I later learned were never in fact replaced, and the whole business is nearly unreachable. Multiple phone calls and emails have gone unresponded to, and when I am finally contacted, the personnel are very rude. I am seeking a full refund of all work paid for by the ********** *** over the last 5 years.

  

  Business response

  07/28/2023

  ****** has been a board member of the *************************** and is an owner for many years.  ********* hired a property management company and then the property management company called us for service.  Maintenane and repair invoices were presented to the property management company which would have the board approve before payment was made.  The property management company has had 3 different personnel handling the *** account since 2018.  Pasterkamp purchased the company that had done the *** work prior to 2018.  The personnel who had done the work for the *** came to work for us.  The *** sent a letter terminating planned maintenance and our services in September 2018.  In October 2018 they called and wanted us to provide service on a time and material basis which we agreed to for planned maintenance and emergency repairs. 
  
  The *** & property manager had another company replace two chillers prior to us providing services in 2018.  The *** has one cooling tower and two chillers and three boilers.  We would remind them that service and maintenance was needed but we only did so when they called and with their prior approval.  
  
  One of our employees who had worked for the company we purchased left for his family issues and has since left the industry. I have never said that they had to choose us to provide services for them.  It was their decision to have us provide services.  I have responded to requests and had two meetings with board members during the last 5 years which were organized thru the property management company.  
  
  Per ******* the company currently doing their service claimed: "..no maintenance at all was actually completed in 15 years..".  We did service the equipment but only on a time and material basis when they called, per their request in 2018 which is almost 5 years ago.  The other company is seeing a result of limited maintenance decided the *** decisions.
  
  We called Spring 2023 to schedule startup and maintenance for their cooling system and found out after multiple phone calls and emails to the property management company that the *** had decided to use another company.
  
  ****** posted a ****** review too.  We did two service calls for her to replace motors in fan coils located in her living space. The first was in 2018 and the second was in 2022 to replace a fan motor in a different fan coil.  She was upset that the cost was not the same as it was 4 years prior.  We honored our word for the quote for the first motor in 2018 and issued a credit for labor to have the tech return on the 2nd day for the 2nd fan coil non-stock motor for the fan coil that was installed in **** (65 years ago).    
  
  I follow up my conversations with people in writing to confirm that I understood what was said and heard.  I strive to build long-term relationships with listening, honesty, and fairness.  My personal 45+ years and our company's 64+ years in the business are a testament to treating people right.

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