Sarsons Mechanical Services Ltd

Thank you for your review today January 27/22. Your invoice states you called us as BBQ was not lighting, They Purged BBQ box line and reconnected BBQ, all burners lit well. They did use the WD forty you offered to supply and lubricated the on/off valve as it was a little tough to turn, noted switch now moves freely. You agreed the problem was fixed.

On a diagnostic call, whether it takes ten minutes or an hour, you are billed the min.. 1 hour. For all our Okanagan Falls customers it is a reduced rate. for a total inv. of $120.75. Your call was October 29th, 2021 and we have yet to receive your payment.

We are sorry that you feel this way.

We are sorry that we were unable to install your range hood as requested. Unfortunately when the heat wave hit with unprecedented temperatures, we had to pull the resources we had to emergency calls. We are glad you were able to get someone to come sooner. Again we apologize for the delay.

This should have been brought to our attention, we would have done EVERYTHING to remedy the situation and make it a positive experience with our company. Our Technician is a licensed refrigeration mechanic and has been for many years. If our service men damage a part we would not charge our customers for it. All parts can be kept by the customers if they wish to keep them. We only remove them as they are put in the garbage and our employees are not allowed to leave their garbage behind. We would never defraud a customer of any kind whether a pensioner or not.

I can also assure you this is not a tactic used by us now, or ever, nor will we tolerate our employees doing the same.

We would not be in business in our small community for 25 years if that were the case.

Please contact me at the office 250-497-8858 so that we can remedy this situation for you right away.

As in our previous responses

Friday June 22, you were scheduled for a service as your heat pump was not working. Our service tech did his best to locate the issues and found that the thermostat was not sending a signal to the reversing value. Our Tech replaced the thermostat and also a capacitor (changed at customer request) for the unit. Unfortunately we did not have a Pro 8000 thermostat on board our truck at the time but had a more than adequate replacement model to get your unit running for you. There was no signal to the O terminal allowing the reversing valve to put the system into cooling. This could be from a faulty thermostat (O Terminal) or from a faulty control board. At the time of our visit the control board was operating properly, therefore thermostat was replaced. The system was on line and operating correctly when we left the site. Intermittent problems can only be diagnosed or found if they happen when the technician is on site.
The control board was replaced prior to our visit by another party.

Upon his final summary the compressor running amps – good
Outdoor running amps – good
Condenser coil clean
Contactor – good
Capacitor replaced
Now having good air flow
Terminals tested and tighten – good
Unit was on line and operating well, when our technician left.

Filter was to be replaced by the customer.

You then wrote to our office on June 24th to which we responded to on the 25th with the above summary. You then called and left a message and said you were having trouble with the unit and we were not going to like the review you were going to leave, before even advising us of your troubles. You called again and advised that you would be calling the Better business Bureau. Due to the aggressive nature of your calls we will not be returning.

Sarsons Mechanical returns our phone messages within 24 hours at the latest, all calls are returned, unless they are felt to be aggressive in nature.

We suggest that you contact the York dealer to locate a service technician that is closer to you so that you do not have to pay for travel time. You should also contact the original installer of the equipment to see if this is a common problem of York equipment. They could also check out possible warranty coverage as well, that may help you out.

We thank you for your comments and hope to improve our services to our future customers as a result.

Sincerely,
Sarsons Mechanical Services Ltd.