Hometown Air Conditioning Inc.

The truth of the matter is Mr. Kelly was unreasonable and wanted our expertise and time for free. I admit I was out of line with my comments. I personally apologized to Mr. Kelly several times. But that is where his complaint stops. He did not have any issue with the work we did for him in the past and even said in his review that our technician was pleasant and professional. He was upset because he had to pay us for our services. We had a 2 o’clock appointment to be at his rental property. Upon arrival there wasn’t anyone at the residence. Our technician attempted to diagnose the issue from the outside unit. We were told someone would come by and let our Tech into the residence. Our Tech believed the issue was the thermostat, but did not have access to it to confirm. It could have also been the CU circuit board but again we needed access to the thermostat to confirm. Our Technician waited over 90 minutes for someone to let him into residence. No one ever showed up. At this point we could not go any further. Our office even took the time to call the Manufacture to see if any of his equipment was under warranty, if we needed to replace a part, so that Mr. Kelly had all the facts. I called and discussed the issue with Mr. Kelly at length. Explaining to him the two possible issues. Mr. Kelly then told me he would have a friend replace the thermostat. At that point we were done. I ask him for payment of $85 for my technician’s 2 hours of time. Mr. Kelly was outraged that I would charge him for an unconfirmed diagnosis. He told me there shouldn’t be any charge, because we couldn’t confirm the problem. Mr. Kelly failed to give our Tech access to the residence and now this is somehow our fault. I spent the next 20 minutes on the phone explaining why we were charging the $85 for almost two hours of time, which is reasonable and customary. Reluctantly, Mr. Kelly paid his bill. In closing, Mr. Kelly wanted our expertise, he decided to use that information to repair his own unit and he did not want to pay for our services. Our policy is 100% customer satisfaction. We have refunded Mr. Kelly’s $85 and apologized for some out of line comments. I’m not sure what else Mr. Kelly wants. I guess he thinks he will ruin our company’s reputation; really, I don’t think so. After 30 years in business this is the first complaint we have every received. The BBB has given us an A+ rating for this very reason. -Peter Tenn, President- HomeTown Air Conditioning, Inc.