On June 17, 2015 Timo's Air Conditioning & Heating installed a new HVAC system for customer. On July 1, 2015 the customer's tenant called our office, saying the new system was not working. A Timo's technician arrived to the home and upon further inspection found the breaker tripped at the electrical panel. The breaker was reset and the system began operating normally. The systems electrical load draw was tested and all components were drawing the correct amperage, within factory specified parameters. ***There was NO CHARGE for the July 1, 2015 visit, even though the cause of failure was unrelated to the new system. On August 6, 2015 the customers's tenant called our office, saying the new system was not working. A Timo's technician arrived to the home and upon further inspection found the breaker tripped at the electrical panel. The breaker was reset and the system began operating normally. The systems electrical load draw was tested and all components were drawing the correct amperage, within factory specified parameters. It was at this time that the recommendation was made that the electrical panel be checked by an electrician. The tenant informed Timo's he would contact the property owner and inform him of our findings. ***There was NO CHARGE for the August 6, 2015 visit, even though the cause of failure was unrelated to the new system. On August 16, 2015 the customer's tenant called our office, saying the new system was not working. A Timo's technician arrived to the home and upon further inspection found the breaker tripped at the electrical panel. The breaker was once again reset and a complete diagnosis was performed on the system to ensure it was operating within manufacturers designed specifications. The system was operating correctly, with proper amperage draws and there was no cause for the break to be tripping. It was at this time, the Timo's employee, who is a NATE (North American Excellence Technician) certified technician, informed the tenant that the most probable cause is a fault at the electrical panel. Timo's explained this will need to be looked at by an electrician. The tenant said he would inform the property owner of the attention needed at the electrical panel. ***There was NO CHARGE for the August 16, 2015 visit, even though the cause of failure was unrelated to the new system. On August 24, 2015 the customer's tenant called our office, saying the new system was not working. A Timo's technician arrived to the property and upon further inspection found the breaker tripped at the electrical panel. The breaker was once again reset and a complete diagnosis was performed on the system to ensure proper operation. Compressor, fan motor, and blower motor amperage readings were taken to ensure the new unit was not tripping the breaker. All components were operating within factory specifications. A NATE Certified technician told the tenant that the cause of failure was at the electrical panel and an electrician would need to asses the cause. The tenant informed our company the he informed the property owner of the attention needed at the electrical panel. ***There was NO CHARGE for the August 24, 2015 visit, even though the cause of failure was unrelated to the new system. On December 25, 2015, the customer's tenant called our office, saying the new system was not working. We once again reset the electrical circuit breaker. Our technician explained that the cause of failure is at the electrical panel (the source) and not the new system, as the system is not drawing higher than normal amperage. ***This service charge was billed at a rate of $119. This service call took place Saturday, December 26. With this being said. We understand the members frustration as his tenant was not properly relaying information to him, although the tenant told us he was. Because this member had spent a significant amount of money with our company, and trusted us to take care of his tenant, we performed all of the above services, prior to December 25, at no charge to him or his tenant. Keep in mind, none of the above service calls were due to equipment failure. The Angie's List member alleges we have no right to work on or offer electrical diagnosis. This is absolutely false, a C20 contractors license includes wiring HVAC systems, repairing electrical connections, and determining electrical faults. How can we not be allowed to diagnose electrical repairs when the systems we install operate using 220v/115v electrical? A significant portion of our job is electrical related. It is in our scope of work that we wire Electrical Disconnect Boxes, Electrical Whips, Electrical communication wire, and perform lock-out-tag-out procedures of main electrical panels. To say we're not allowed to determine if an electrical issue is either at the unit we installed or at the source (electrical panel) is, quite honestly, beyond comprehension. And it's important to remember, our technician's original diagnosis turned out to be true when the problem was, in fact, determined to be at the electrical panel. After receiving the bill of $119 the customer expressed his frustration and asked if there was an error, as he didn't feel responsible for the charge. We confirmed that the charge was for a Saturday service call, in which we determined the breaker was once again tripped, and the system was operating correctly. The customer than sent a lengthly email explaining that if we did not rescind the $119 charge, he would be filing a complaint with the State Licensing Board, Consumer Affairs, and Angie's List. He repeatedly called our technicians, "Mutt & Jeff" which is a derogatory term relating to the "dim-witted" characters of an early 1900's cartoon series. He also made the statement that "anyone with half a brain" could have told his tenant how to fix the problem over the phone. Unfortunately, our office dispatchers are not capable, and not authorized, to perform repairs over the phone. It was also not know, at the time of the call, that the breaker was tripped. In closing, we explained to the customer that if he did not feel liable for the charge, he was not obligated to pay, as it was his tenant who called into our office and subsequently signed the invoice. He said he would not be paying the bill and he thinks this was a "teachable moment" for us. It certainly was.