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5/8/2020
It was a Sunday and right in the middle of the Covid-19 National Health Emergency. My Upper AC inside unit was in need of a evaluation from an HVAC technician. I had hired John Wayne Services previously past two plus years to do annual maintenance on my AC units, it was a pricey maintenance visit x 2 but I based on decision on their commercials which stated they were more expensive than the other AC business because they are better???? I DISAGREE Totally now. I scheduled with the automated operator option to come by on Monday day following to evaluate and fix. John Wayne Technician (Andrew) came by on Monday at scheduled time frame and did his Technician thing with connecting his equipment and evaluating that my 2nd Floor unit had a leak in the coil bed with the oil leaking out in the middle of the coil bed. I pride myself on not being totally ignorant about things in life so I do know some basics about AC / HVAC units. The refrigerant is put in as a gas per pound into the unit and when there is a leak it comes out in an oil like substance and the coils on my unit showed it had a leak in the middle of the coil. Andrew the technician who was a new technician who had just graduated from John Wayne technician academy in February and this is now May, so his tenure was very new and in most business's a new employee is not usually put out in the field to handle customer calls by himself without a subject matter expert to accompany him for situational awareness situations. Andrew was sent to my house by himself, and his own admission he had not done this trade previously so there you go. Mr. Andrew advised me from his technical expertise that my coil was in need of replacement and that would cost approximately $3500.00 dollars to replace and warranty. His alternative solution was to do what is called by John Wayne Services as a "Band Aid" solution which entailed a sealant into the AC system with a Refrigerant refill of $90 plus dollars per pound of Refrigerant 410a which is the type of refrigerant my unit takes. FYI, Refrigerant cost in today's market costs approximately $100 for a 25 pound bottle of Refrigerant. So John Wayne Services was charging me approximately $90 plus dollars for each pound of refrigerant to go into my system along with the cost of the so called Band Aid fix it sealant. The Technician Andrew stated that the Band Aid fix option that I chose should last me at least a year or maybe years??? Andrew did his Band Aid fix to my AC unit with an 8 pound Refrigerant fill at $90 per pound plus labor $29 service call fee, plus assured me verbally that this Band Aid fix would last at the least 30 days with a Warranty for refrigerant. I was made to believe that the with the 30 day warranty and the fix I would be good for at least 30 days to a Year with this so-called Band Aid service and I went with that option. The technician left my home with his technical results showing my inside unit was working and cooling with 8 pounds of refrigerant and sealant to prevent leakage to report back to home base. Within 12 hours of doing his repair to my coil leak, ALL of Refrigerant had leaked out of unit and my AC unit was pushing out hot air out of my upstairs AC unit. I understand when something is broken and needs replacement, that's it. In this situation the technician Andrew stated falsely that my units was good with the solutions that he had applied to my unit and guaranteed his work with a John Wayne Warranty for services rendered to a tenured customer of 2 years approximately. So i was misled in my services and realized this at this point where my unit leaked out all the refrigerant and the Band Aid fix was unsuccessful. The technician Andrew came back two days later with no leadership to help with my situation and the Manager Jason totally disregarded my request for a full refund of failed services rendered. Mr. Jason was extremely rude, unprofessional and showed ZERO customer service qualities.