Alvarez Plumbing and Air Conditioning

"We are disappointed to see this review because several statements do not reflect the complete history of this service call. The original call was for a noise from the outdoor condenser. Our technician appropriately evaluated the components associated with that reported condition and documented that the original capacitor tested significantly below its rated value. Mrs. Collado has since acknowledged in direct correspondence with us that the capacitor required replacement. During the same visit, our technician also evaluated the refrigerant charge, documented that the system was low, noted a possible refrigerant leak, and offered additional leak-detection diagnostics. Therefore, the suggestion that the refrigerant condition was overlooked is inconsistent with the contemporaneous service record. We also respectfully disagree with the characterization that the customer was asked to determine the proper refrigerant charge. Our technician's account and service documentation reflect that concern was expressed about the increasing cost while refrigerant was being added, after which the customer limited the amount authorized. The signed invoice documents both the quantity added and that the system was not brought to the target charge. When concerns were subsequently raised, Alvarez refunded the hard-start installation as a professional courtesy. We also dispatched a senior technician for a second visit, supplied three additional pounds of refrigerant at no charge, and performed an electronic leak inspection at no charge. No source of refrigerant loss was identified during that inspection. Importantly, the system had already been documented as low on refrigerant during the original diagnostic evaluation. The customer's independent contractor has also been unable to immediately identify the source of the refrigerant loss and has required additional diagnostic work. This illustrates why identifying a low refrigerant condition and locating the precise source of a leak are not always accomplished at the same time. With regard to itemized invoices, although an itemized invoice was not provided, itemized prices were shown and signed / approved on two separate estimates. We remain willing to review any completed technical findings from the independent contractor and to work professionally with Mr. and Mrs. Collado. We respect every customer's right to express dissatisfaction. We must also stand behind our technicians when contemporaneous measurements and service records support the work performed. Alvarez has made multiple good-faith efforts to address these concerns, including providing additional service and refrigerant at no charge, and the information presently available does not establish that the remaining services were unnecessary or improperly performed."