Dear Valued Customer, This is Carlos Avemaria Owner and President of Buenos Aires Air conditioning & Heating, Inc. I am writing in response to [member] comment . Words cannot express how truly sorry we as a company and also myself are for the anxiety, frustration and inconvenience. This is especially saddening because Buenos Aires was founded on the promise of bringing honesty, quality and individual contact back to customer service. We want to ensure that your experience with us is happy, pleasing and most of all satisfied for everyone who chooses to do business with us. I have taken direct and full responsibility at the exact and moment of occurrence and the situation was handle correctly and in the best way possible. It was my personal notion that homeowner was very well pleased with the quick response and corrective measures that we made on our behalf to rectify the situation, after completing the job and fixing problems 100%, by her offering us drinks and chatting about the entire project, as she was mentioning how well satisfy with the Unit replacement she was and that the ductwork headache was finally resolved. We at Buenos Aires air conditioning & Heating, Inc. believe that our prices are below any of our competitors and $4700 for a brand new 4-ton 15 seer gas package unit with 10 years parts and labor warranty, factory curb, new gas piping from the roof to unit, condensate drain etc. unit is far less than most with a difference of $1.5k to $2K according to [member] herself. Especially with such quality of work, she did not complaint about it at all, "it's a great job" she has claimed. Each time we were called, we were there. From the minute the request via email came from her, it was the same minute that we've called and went to her house within two hours. Every question she had was answered, She has advice me that she was going to do her homework (which I like to hear), wait for other quotes to come, search us and everyone else thoroughly online, Reviews, better business berau, contractors board etc. She has than decided to go with us for such a good reputation and never the less prices that we have given her. which it really put a smile on my face to see how well we did for being chosen from a smart shopper. I've gone personally to her house before, during and after job completion. In our first meeting or visit, I have checked the unit from the roof, and gave her a quote for it, as a gift or inclusion as I was leaving the premises I offered her to clean her air ducts, I wasn't allowed in the house at that moment to check ducts. When one of our employees showed to the property to get started with there work, He didn't mention the homeowner that ducts should of been replaced instead of clean from the get go. Reason for one of the ducts (bathroom) inner wire pieces 3 or 4 " were stripped and came apart. He Grabbed the wires and through them in the trash, without advising homeowner of what had just occurred, This is where he made his big mistake. She had call me directly and advice me of this, I rushed over to her house to see what had happen, where she now claim that her bedroom wasn't getting any air. I said " [member] , I will change out the two ducts (bathroom and bedroom, which bedroom did not had a wire stripped, and she had complaint about that room before we have done any work to her house before) free at no cost to you, but I will not be responsible for something that we have not committed," Wear and tear of such an old duct system is not our fault. I suggested: ducts are very old, and they should be replaced when she had a chance. She accused us of causing this problem for her, when I knew that this ducts are just old, I did not wanted to be taken advantage of for a problem was here years before we showed up. I have noticed that she was very displeased so I said to her, "normally a charge to replace the entire house ducting is about $2,000.00, that is spending many hours in the insulated attic, removing all the old ducts , installing every single piece of duct, sealed, taped and plastic strapped, but since we have already done business together and we would like for you to be happy, "we will only charge $800.00" I said, After getting in the attic to replace the two ducts that we were changing for free, I have notice that the farthest room with two ducts were installed when the addition to the main house was made or when they changed the previous ac unit, they looked strong still and it didn't need replacement. Than I realize that after the two ducts that we were already replacing and that two that were going to the room that didn't need replace, there was only another 4-5 runs to do, and since we were inside the attic working already, I told her: she could get away by not replacing the two installed in the far room since they looked good and that we will only charge her $375.00 to do the remaining 4 -5 runs as split for the cost of doing the work, she said she would do it for $350, I said ok. The same person that did the air duct clean , replaced the ducts. she was not satisfied with the work performed due a collar coming loose, probably because of not being tied correctly, (he did not tape the new ductwork over the old as [member] claims, simply because there was no more "old" ductwork), so I personally went back with my lead installer, jumped in the attic and re-taped , re-strapped and duct seal "every piece" of connection in the new duct system and existing two duct runs not replaced. I picked each and every piece of tape, broken plastic that I have found in the attic after our job was completed and dumped it in the back of my truck. After that day I couldn't breath well for two days due to the attic insulation. and yes we had to lay-in the insulation to get the deepest pieces of ducting, to assure her that we have gotten through every spot imaginable, in no mean I meant to make that comment to blame her or insult her. Once I came down from the attic I was very exhausted and full of insulation, the water she gave us came from heaven, She claims that I have never had her inspect the work, My impression was that her nephew (who claimed he has done this type of work) which was present right before we redid the ductwork was the one that got up to inspect it through the small attic hole inside a closet two and half foot tall attic, In my wildest dreams I would ask her to get up in the attic and check our work, she might of taken it offensively, I expected her nephew to do so, and I hope he did to see that the ductwork had nothing to envy the Air conditioning replacement work that we did at her house. One of [member] 's main complaint on how she got "lured" into something that she didn't ask for, and how she had to pay for it, Our intentions is definitely not those, instead is to provide the best for your buck, customer satisfaction so the word can get out and we could continue on growing as we have had in the past nine years. She has gotten a main house "full duct system" for the price $350.00, I think she has gotten a great deal for a full duct system and instead the ones "lured" were us. (This is a common practice on our field for certain companies to include air duct cleaning on a unit replacement job, not a "scam"). 15 seer 4 ton package unit professionally installed (which she knows it was done amazingly), with a main house brand new air duct system for a total of $5,050.00...... not bad. There it is our side of the story, my employee did mess up, but I did not hesitate to put on my tool belt get out of my office and respond by fixing the problem personally, there wasn't much more I could do in this type of situation, fixing the mistake made, apologizing and offering something to make the customer happy at the same time protecting our business reputation the possibility of being taken advantage of. It was a must for me to write such a detailed and long response, for consumers to see how this ordeal took place, since I was truly sadden to read the way the complaint has been placed, expressing malicious things about my character and threats on how she will proceed in destroying our reputation . When I have started this business venture, I have acknowledge that It would be impossible to please absolutely everyone. And I also believe that there isn't any bad that comes for a good reason, Because of this and other types criticism is what makes my company stronger. Thanks to [member] , we have begun putting a comprehensive plan in place to provide better and more timely information to our customers, more tools and resources for our crew members and improved procedures for handling operational difficulties in the future. We are confident, as a result of these actions, that Buenos Aires will emerge as a more reliable and even more customer responsive company than ever before. [member] , if you are reading this, as a customer you are our most valuable asset and it is in the best interest of the company to protect its assets, because without you, there is no us. We are sorry and sadden. Nothing is more important than regaining your trust, all of us here hope you will give us the opportunity to welcome you on board again soon and provide you the positive Buenos Aires & Heating, Inc. Experience you have come to expect from us. Thank you.