COMPLAINT: Jennifer Kelley, Sunnyvale, Calif.

"I contacted Perfect Climate of Cupertino, Calif., to schedule the furnace portion of the annual HVAC maintenance plan I have with them. A technician completed a portion of the work but reported inability to complete the service because the testing equipment was with his boss. No one came to finish despite repeated calls and e-mails. Finally, four months later, a technician completed the furnace portion of the service. He recommended I schedule the A/C portion once the average temps were above 65 degrees, which I did.

"However, they never came despite having set appointments to do so. When the A/C sound changed significantly, we paid another business to check out the issue."

DESIRED RESOLUTION: "A refund of $216 for services not performed, the huge hassle and the service from the other business to repair the A/C."

STATUS: Penalty Box