Business ProfileforCecil's Heating & Air Conditioning Inc.

They did not fix my AC in a timely manner. They came out on a Friday charging emergency fee and just told me what the issue was. Was later charged $190 including $15 for gas. Then it was one week, the following Friday before they came to do the work. Did not finish that day. Was the following Wednesday before someone returned to finish the job. Was quoted a price of around $1800 when the compressor was supposed to be covered by warranty. This price was for other parts and labor. The actual invoice came in at $2161.15. Was charged $50 per man each time they made a return trip.

Thank you for sharing your feedback regarding your recent experience with our company. We sincerely apologize for any inconvenience or frustration you may have experienced during the repair of your AC unit. We would like to address the concerns you raised in your review and provide further clarification on the situation. When you contacted us in the afternoon on Friday, June 2, 2023, we regretfully informed you that our technicians' schedules were already fully booked for the day. However, we did offer you the option of an emergency appointment and made you aware of the higher fees due to after-hours service. We made it clear that our next available appointment during normal business hours would be the following week and scheduled you accordingly. Understanding your situation, you called back an hour later and opted for the emergency service call. Our on-call technician responded promptly to your emergency service call that same evening and identified that your compressor needed to be replaced. Unfortunately, the required compressor was a special order part that our supplier does not keep readily in stock. As the supplier was closed for the weekend, we had to wait until Monday, June 5, 2023, to contact them for pricing and availability. On June 5, 2023, we provided you with a verbal quote of $1,800 to replace the compressor, which you approved. We ordered the compressor that same day, and it arrived on time based on the supplier's estimated delivery date. Given the volatility of the market, especially due to the ongoing impact of COVID-19, we are unable to control the availability or delivery time of specific parts. We scheduled your compressor replacement for the earliest available date, based on the expected arrival date of the compressor, which was Friday, June 9, 2023. On that day, our technicians successfully replaced your compressor. During the testing process, they discovered an additional issue with the TXV in the indoor unit, which they believed was the root cause of the compressor failure. After informing you, and in an effort to expedite the repair process and ensure your comfort, our technicians took the initiative to pick up the necessary parts and begin replacing the TXV immediately, even though it required additional time and extended slightly into overtime. We want to emphasize that the decision to have two technicians return during normal business hours to complete the TXV repair was driven by several factors. Firstly, the repair was located in an extremely tight spot in the attic, making it considerably more challenging and time-consuming than the typical TXV replacement, which would have posed safety concerns for our technicians to work there for an extended period during the hottest part of the day. Additionally, conducting the entire TXV repair after-hours would have incurred significantly higher costs. Summer is our busiest time of year and the schedule fills up quickly, and to prioritize your home and help ensure the TXV repair could be completed as quickly and efficiently (and safely) as possible, we even made the decision to send a senior commercial technician and our client relations manager (also licensed in HVAC) to finish your repair, as we were able to make them available for a morning appointment during normal business hours sooner than any residential service technicians were available. Regarding the invoice amount, we understand your concern. While the compressor and TXV were covered under the manufacturer's parts warranty, labor costs, as well as materials and tools used for diagnostics and repairs (such as nitrogen, vacuum pump oil, solder, etc.), are not covered. Additionally, refrigerant costs are not covered by manufacturers. We do not charge $50 per man for each return trip. There were two $50 return trip charges to cover the labor costs associated with picking up the new compressor, as well as the new TXV, and an additional flat rate charge for the time spent returning the faulty parts to the supply house and filling out the required paperwork for warranty processing. However, it's important to note that the total invoice of $2,161.15 includes charges related to both the compressor replacement and the additional TXV replacement. If we focus solely on the charges associated with the compressor replacement, you were billed $1,726.15, which is $73.85 less than the $1,800 quote you approved. Considering the unexpected additional repair, we attempted to be empathetic and assist you by applying flat rates for the compressor replacement, instead of the set $1,800 quote, as it turned out the flat rates brought your bill to a lower amount in this instance. We sincerely apologize for any miscommunication or misunderstanding that may have occurred throughout this process. We strive to provide exceptional service to our clients, and we regret that we fell short of your expectations in this instance. Your feedback is highly valuable to us, and we will use it to improve our processes and enhance our communication moving forward. Should you have any further questions or concerns, please feel free to reach out to us directly. We genuinely appreciate your understanding and the opportunity to address your feedback.