COMPLAINT: Thomas Gero, Weston
"I hired Protocool Cooling Solutions to install a $4,100 unit, which involved a new system inside and out. They welded the evaporator system incorrectly, so all the gas leaked out.

I came home and noticed that the house was hot. I called them and they said they'd have to charge extra because it was late in the day.

The repairman confirmed that it was their fault. He didn't charge me for the supplies, but I was charged $50 for him to come out."

DESIRED RESOLUTION: "There should be some guarantee on both the work and the system and if either is deficient, the company should be liable for remedying the situation with no cost to the consumer."

RESPONSE: Monica Pompilio, president, Protocool Cooling Solutions
"We regret that Mr. Gero feels this way. We do offer a warranty that is listed on all our contracts.

Mr. Gero signed a written contract that indicates a one-year warranty for mechanical breakdowns during 'normal working days and hours.'

Our normal working days and hours are noted on the back of the contract. Also stated is that we offer emergency service at overtime rates.

The member called after 4 p.m. on a Friday. We explained to him our emergency service fees due to the time he called. The member agreed to pay.

We regret that this mistake occurred and take full responsibility for our actions. Mr. Gero was told that there would be no charge to come out first thing the following business morning.

However, he chose the emergency service."

STATUS: Stalemate