Yesterday morning around 10:00am, Justin and Marty came to repair my air conditioner and found it was frozen. “Let it thaw. We’ll come back tomorrow.” Today, Jose showed up late for the appointment (not very professional) and said he can’t determine what kind of refrigerant he needs because the label on my AC unit is illegible. “We won’t be able to fix it today.” This was at 4:00pm—late enough in the day that I am concerned I will not be able to call Armaro, the company that has fixed my air conditioner previously. Sean Nagle called me to tell me that Jose had run into a snag with our unit and needed to move on to another job. I explained that I have an infant and I need this problem to be resolved today. Sean told me that they need to investigate further because they can’t mix refrigerants, so it’s very important that they get the diagnosis correct. I asked if this mystery could have been identified yesterday when Justin and Marty were at my house. Sean said, “could they have seen that the label was rubbed off? Yes, probably, but it is what it is.” That is the wrong answer and not very professional. I won’t be calling Bay Furnace again for anything. Sean offered to come over himself to see if he could figure out which refrigerant I need. I told him I don’t need anyone else to look at it—I need someone to fix it and I can’t waste time with Bay Furnace when I know that Armaro has the answer to the refrigerant question already. I wanted to give Bay Furnace a chance. I liked Paul Dooney when I worked with him last year. But I have a 5-month-old daughter. She’s sweating in my house. Her bedroom is 90 degrees. This is Day #3 of a broken air conditioner. Your team should know what they need to identify on the first visit, but they didn’t and that’s not very professional. If Bay Furnace simply can’t fix something, you should say so. Then, I could call another company and get it fixed expeditiously. But to keep stringing me along is unconscionable. You’re not a professional outfit, Bay Furnace. Armaro is at my house now and my air conditioner is working. Their technician showed my wife a serial number that Jose could have used to look up the appropriate refrigerant. The technician showed my wife another location where the serial number is located. Your team should know these things or know how to find them out. Guardian
