Ed's Heating & Cooling-Dispute-#3012426

I am Tam Danley, wife of owner, Ed Danley. I am the bookkeeper at Ed's Heating & Cooling. I would like to repond to each and every one of the Rusch's claims. She stated the first serviceman came out with a bad attitude. My reponse is I wasn't there so I can't say if he had a bad attitude or not. What I can say is we have never had a complaint about him. Usually customers call back to praise him. I would like to know what they are talking about when she states "company engineer also disputed what the service man was saying. Mrs. Rusch stated she doesn't pay people when service is not completely satisfactorily. My response is they have never paid us a penny. They have an outstanding invoice for $655.80 which we turned into our collection agency. Mrs. Rusch stated she requested an itemized bill showing dates and work performed. My response is we sent them an itemized invoice three times and I would be happy to provide a copy of it. Mrs Rusch stated we wouldn't come back out to check it without additional funds. My response is we never received a penny of payment from them. Our invoice is dated 7/27/11. According to that invoice our service tech was at their house on 6/2/11. We had to order a reversing valve under part warranty. It did take quite awhile to get the part in. The service tech went back out in the middle of July 2011. Three men didn't go back out to their house. We charge from three hours, not three men. Ed tried to explain this to them when they called on 10/12/2011. The service tech spent 3 hours at $68 an hour reclaiming the refrigerant, welding in the new reversing valve, adding back in 9.5 pounds of R22 refrigerant and installing a bi-flow drier. They were charged for an hour the first time he was out to their house. So, the invoice specically states they were charged for one hour on 6/2/11. They were charged for three hours when he went back to install the part. They were charged $124.30 for a bi-flow drier and two stick of silver. They were charged $21 per pound for 9.5 pounds of R22 refrigerant. They were charged $40 to reclaim the old refrigerant and a $20 torch/vacuum charge. They were not charged for the warranty reversing valve. The original invoice was mailed to them on 7/27/11. We never received any response from them. On 9/15/11 they were mailed a reminder that the invoice was still outstanding We never received any response from them. On 9/28/11 we sent them a copy of the invoice for the third time stating that if we didn't receive payment by 10/5/11 we could be turning them into our collection agency. On 10/12/11 Mrs. Rusch called complaining about the bill. She stated her husband was in this industry and that 2 sticks of silver is too much. She also stated that she was on vacation and that's why she didn't get the bill. The bill was from July 27,2011.
Customer called back after we told them we turned them into collections saying that their system wasn't warming properly and wanted us to come out and look at it. Ed told them we wouldn't come back out because they had never paid us. Mr. Rusch then told Ed he would see him in court.
We believe we were more than patient and fair about receiving payment. Our charges were honest and fair. When someone threatens us with court we cut ties with them.

I am Tam Danley, wife of owner, Ed Danley. I am the bookkeeper at Ed's Heating & Cooling. I would like to respond to each and every one of the Rusch's claims. She stated the first serviceman came out with a bad attitude. My response is I wasn't there so I can't say if he had a bad attitude or not. What I can say is we have never had a complaint about him. Usually customers call back to praise him. I would like to know what they are talking about when she states "company engineer also disputed what the service man was saying". What company engineer? Mrs. Rusch stated she doesn't pay people when service is not completely satisfactorily. We never received a penny of payment from them. We never got a phone call, letter or anything from the Rusch's that it wasn't working properly until we turned them into the collection agency. They have an outstanding invoice for $655.80 which we turned into our collection agency. Mrs. Rusch stated she requested an itemized bill showing dates and work performed. My response is we sent them an itemized invoice three times and I would be happy to provide a copy of it. Mrs Rusch stated we wouldn't come back out to check it without additional funds. We didn't request additional funds. We refused to go back out because they hadn't paid for the original invoice. We never received a penny of payment from them so we weren't going back out. Our invoice is dated 7/27/11. According to that invoice our service tech was at their house on 6/2/11. We had to order a reversing valve under part warranty. We kept trying to get in touch with them so we could go back out to install the part. That's why it took to the middle part of July to install it. Three men did go back out in the middle of July 2011, but they were only charged for one man. We charged for three hours, not three men. Ed tried to explain this to them when they called on 10/12/2011. They spent 3 hours at $68 an hour reclaiming the refrigerant, welding in the new reversing valve, adding back in 9.5 pounds of R22 refrigerant and installing a bi-flow drier. They were charged for an hour at $68 the first time the service technician was out to their house. So, the invoice specifically states they were charged for one hour on 6/2/11. The Rusch's were charged for three hours when we went back to install the part. They were charged $124.30 for a bi-flow drier and two sticks of silver. They were charged $21 per pound for 9.5 pounds of R22 refrigerant. They were charged $40 to reclaim the old refrigerant and a $20 torch/vacuum charge. They were not charged for the warranty reversing valve so I don't know why they are even stating that as an issue. The original invoice was mailed to them on 7/27/11. We never received any response from them. On 9/15/11 they were mailed a reminder that the invoice was still outstanding We never received any response from them. On 9/28/11 we sent them a copy of the invoice for the third time stating that if we didn't receive payment by 10/5/11 we could be turning them into our collection agency. On 10/12/11 Mrs. Rusch called asking if they could make payments and complaining about the bill. They were informed that the invoice had already been turned into our collection agency. She stated her husband was in this industry and that 2 sticks of silver is too much. She also stated that she was on vacation and that's why she didn't get the bill dated July 27,2011.
Customer called back after we told them we turned them into collections saying that their system wasn't warming properly and wanted us to come out and look at it. Ed told them we wouldn't come back out because they had never paid us. Mr. Rusch told Ed he would see him in court.
We believe we were more than patient and fair about receiving payment. Our charges were honest and fair. When someone threatens us with court we cut ties with them. I would like to add that we did not install this HVAC system. We were trying to do them a favor by installing a part under part waranty.

I am Tam Danley, wife of owner, Ed Danley. I am the bookkeeper at Ed's Heating & Cooling. I would like to respond to each and every one of the Rusch's claims. She stated the first serviceman came out with a bad attitude. My response is I wasn't there so I can't say if he had a bad attitude or not. What I can say is we have never had a complaint about him. Usually customers call back to praise him. I would like to know what they are talking about when she states "company engineer also disputed what the service man was saying". What company engineer? Mrs. Rusch stated she doesn't pay people when service is not completely satisfactorily. We never received a penny of payment from them. We never got a phone call, letter or anything from the Rusch's that it wasn't working properly until we turned them into the collection agency. They have an outstanding invoice for $655.80 which we turned into our collection agency. Mrs. Rusch stated she requested an itemized bill showing dates and work performed. My response is we sent them an itemized invoice three times and I would be happy to provide a copy of it. Mrs Rusch stated we wouldn't come back out to check it without additional funds. We didn't request additional funds. We refused to go back out because they hadn't paid for the original invoice. We never received a penny of payment from them so we weren't going back out. Our invoice is dated 7/27/11. According to that invoice our service tech was at their house on 6/2/11. We had to order a reversing valve under part warranty. We kept trying to get in touch with them so we could go back out to install the part. That's why it took to the middle part of July to install it. Three men did go back out in the middle of July 2011, but they were only charged for one man. We charged for three hours, not three men. Ed tried to explain this to them when they called on 10/12/2011. They spent 3 hours at $68 an hour reclaiming the refrigerant, welding in the new reversing valve, adding back in 9.5 pounds of R22 refrigerant and installing a bi-flow drier. They were charged for an hour at $68 the first time the service technician was out to their house. So, the invoice specifically states they were charged for one hour on 6/2/11. The Rusch's were charged for three hours when we went back to install the part. They were charged $124.30 for a bi-flow drier and two sticks of silver. They were charged $21 per pound for 9.5 pounds of R22 refrigerant. They were charged $40 to reclaim the old refrigerant and a $20 torch/vacuum charge. They were not charged for the warranty reversing valve so I don't know why they are even stating that as an issue. The original invoice was mailed to them on 7/27/11. We never received any response from them. On 9/15/11 they were mailed a reminder that the invoice was still outstanding We never received any response from them. On 9/28/11 we sent them a copy of the invoice for the third time stating that if we didn't receive payment by 10/5/11 we could be turning them into our collection agency. On 10/12/11 Mrs. Rusch called wanting to make payments and complaining about the bill. She stated her husband was in this industry and that 2 sticks of silver is too much. She also stated that she was on vacation and that's why she didn't get the bill. The bill was from July 27,2011.
Customer called back after we told them we turned them into collections saying that their system wasn't warming properly and wanted us to come out and look at it. Ed told them we wouldn't come back out because they had never paid us. Mr. Rusch then told Ed he would see him in court.
We believe we were more than patient and fair about receiving payment. Our charges were honest and fair. When someone threatens us with court we cut ties with them. I would like to add that we did not install this HVAC system. We were trying to do them a favor by installing a part under part warranty.