Business ProfileforSouthern Comfort A/C and Heating

To Whom It May ******* :

On January 14, **** Southern Comfort AC and Heating received a service call from Old Republic Home Protection order #****-3992.  The address was ********************************************************************************, residence of ***************************.  This was an emergency warranty claim.  The weather was freezing with intermittent ice and sleet falling making driving conditions very dangerous. Upon arrival we trouble shot the system and found a burnt wire on the heating element and also found a bad sequencer.  The unit will need a drain line safety switch, a new sequencer, and a full maintenance as the unit is very dirty due to lack of maintenance on the unit. After sending the service order for approval to the warranty company the repairs approved for the unit.  Home warranty companies do not pay for maintenance. We gave the customer a price of $475 for the full maintenance service and $150 noncovered cost from the warranty company for the drain line safety switch which the safety switch is for the overflow water damage of the drain line.. The full maintenance recommended is to clean the evaporator coil, the condenser coil , take out the blower motor and clean the blower wheel and housing, flush the drain line and do recommendations to keep the system working in a good working order.  The customer expressed to us that they did not have the money to pay for the maintenance and safety switch.  We expressed to the customer that the maintenance and drain line safety switch could be done at another time when the customer would have the money to pay as they had just purchased the home. Upon purchasing the home the inspector should not have approved the inspection due to the dirty condition of the unit which was in need of serious maintenance.  The lack of maintenance was the reason why the unit was failing.  We could not find the sequencer at any of our warehouses until Friday January 19,**** at which time we sent another technician and a helper to do the repairs later that day. The repairs were completed and signed by the customer. The only time I had a conversation with her was on the 14th the initial day the order was rendered to our company.  At no time was I rude to ***************** or even raise my voice to her.  We at Southern Comfort AC and Heating do not accept rude behavior or raising our voices to our customers. We have pictures to clarify the condition of the unit. If you have any questions please do not hesitate to call us.

Southern Comfort AC and Heating

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