Discount Home Center

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7th of Jun, 2011 by User312570

I had this company come out last year 2010 in May to service my A/C condensor unit. It was not blowing cold air they advised me I needed a new compressor and gave me all the options I had and I chose to replace the condensor unit. Everything was done while I was gone on vacation for it was to hot to be in my house for several days while the stuff was ordered in. When I came back I had air and everything was great. In August of 2010 almost three months after it was installed it had froze up and was not cooling. I called them up and they said they would come out and look at it for a service charge of $89.95. I was quite disapointed of having to pay a charge for something that is basically new. However I paid there service charge and they came out and looked at the unit. I was told it froze up and stopped running due to a dirty filter and that the unit was low on freon by 2 oz. I was curious as to why it was low and asked about a leak cheak I was told that it was low because some times they come this way from the factory and it happens etc. they put freon in it, I bought a new filter and it was good to go. I ran the Condensor unit for 1 month and then I shut it off for the season. I was also disappointed that if there most common reason for charging service fees is to make up the lost time on sending techs out for service calls on issues on non cooling units that are simple like dirty filters, why they did not trouble shoot and have me cheak my filter in the first place to possibly save me money and them time. This year I turned my unit on to find that it again was having issues with the pipes freezing. This time I knew it was not from a dirty filter as I have been changing them monthly. I called them up and talked with a receptionist about the problem, explaining that it was not cooling and doing the same thing it did last August when I had them out here to service my unit. I was told that its $89.95 for a service call and they had openings to come out that day and fix the problem. I was quite upset as I felt I should not have had to pay a service fee for this issue, as it was very obvious that the issue was the same as last August when I had them out to fix this problem. I didnt know what to do, so I told the receptionist that I was going to think about it and I really did not want to pay a service fee for something that I think should be covered. I decided after calling and asking to speak to a supervisor, reseptionist, owner of the buisness and getting no response, but leaving a message for them to get someone else out here to look at the problem. It turned out that there was 2 leaks in the service valvue fittings. You physically could see on the pipes were the tech who had done the job upon installation had not fully soldered the pipe on one and the other had what looked like a small gap or hole. I was told that is why it took so long for the freon to leak out, because it was such a small gap/hole. I have called and left messages for the owner of this buissness to no response except the same one I got each time from the reseptionist, leaving a message for them or calling back later and hoping to catch them in the office. I called each day since June 3rd twice daily, asking to speak with someone who could help me. Given I could have given them more then 2 days to confront the problem but it was hot and my house was 88 degrees or higher at times and I was not going to wait around for someone to address the issue, when they seemed to show no desire to do so after talking with the reseptionist. Today I finally got a hold of the owner of this company. I was told that the reason he did not call me back or no one contacted me is his receptionist left him a message stating I had called once and said that I was very unhappy with the product, basically that I was unhappy with the company and was going else were for service. He said that she had asked me if I wanted her to contact the owner of the company to discuss this and I told her no that I did not want any contact with the company and I was done with dealing with them. I was also told that he received no other messages and that if I had called all the times I said I did and left messages he would have gotten them. If his receptionist said I only called that one time then thats that...lol So he called it a misscommunication. It just does not add up, If you had the issue I did, what person in there right mind would not want to talk to the owner of the company. I had been calling and asking to speak to someone that could do more then say "im sorry mam to charge you a service fee for the issue you had last year is our policy there's nothing I can do about it." No one would just walk away from that and not want the company to take responsiblity for it if there was something to be done. I had called and gotten the corprate address and phone number to contact the owner of the company, must have forgotten that conversation too. Its funny cause every time I had called the receptionist had asked if she could take a message for him and I left one for days, yet no response, cause apparently I had not been calling lol. Not to mention the fact if your an owner of a company and someone is having these issues with your company and called up and were quite upset with your buisness and didnt want contact, you would be concerned call them up to apoligize about what ever it was that made them upset and want to discuss and set things right with your customer. When it comes down to it, I was told that this was my fault, that if I had given the company more time to respond that they would have made things right and come out here for free and fixed the issue. I dont believe that. Maybe I would have thought differently if the response when I called was more then a IM sorry its our policy to charge a service fee for an issue that was happening in the past. If the receptionist had said ("im sorry your having this issue, you know let me call someone who can might be able to help you with this problem, ill get back to in x amount of time) maybe my thoughts would have been diffrent. instead I was told call back later, maybe you'll catch him while hes in the office, seeing as I had been calling everyday (she knew who it was). I didnt even know if they would cheak for leaks this time or do the same thing as last time and I sure didnt want to pay for a service fee to have the same thing happen.
When talking to the owner of the company I was also given the impression not only of being called a liar about calling and asking to speak with him but also about having a company come out and fix the problem, I was told that if I did have it fixed then they most likely did not do it correctly all because I hired a small buisness who did not need to charge outrageous prices because he works for himself.' The Resolution: I was approved for 1 year of 1 free service charge of $89.95 for my troubles or they would send one of there techs out to my home to cheak what the new company did and if the job is 100% perfect Discount inc, discount home or the other names they go by would pay for the fixing of the service valvue leaks that I had replaced by the other company, but if they found one problem with the new work the other company had done, then I would be charged for wasting time.

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