AAA Air Conditioning & Refrigeration Company

Dear Ms [redacted] and the Revdex.com,I am the owner of Dixie Building Products and feel the need to respond personally to the complaint that has been filed? I? am quite proactive in my approach to customer service issues and can assure all concerned that any corrective measures? needed will actually happenThat being said, l would like to share what I know and resolve this matter amicably? I have? been around long enough to know that there are always two sides to the story and that sometimes not all information is? conveyed properly or fully understoodI also know that sometimes personalities don't mesh wellThat's usually where? I try to step in and bridge the gap.Let me start off by saying that I acknowledge that Ms [redacted] purchased her gas log system from us and has contacted? us three times with questionsI thank her kindly for her purchase as well as the opportunity to serve herNow I need to? clarify a few things- Most gas log sets and gas fireplaces sold today do NOT include a remote control system? My approach has always? been to give the customer far more value for their money so we include some sort of remote control system with most? of our gas unitsAt the time of her original purchase, we were including a model called the TLM from Ambient? Technologies? It has an extremely touch sensitive remote that is not always easy for some customers to useAs a result,? we make it a po¡nt to show our customers all of their remote control options and allow them to chooseMs [redacted] chose the RCB from Ambient Technologies and the resulting $upgrade fee simply was the difference in my cost? between the two unitsThe RCB is a truly simple and easy use remote control system that consists of two major? components a wireless, hand held remote and a radio receiver unit (black box) that is connected by wires to the log? set in order to turn the log set on and off with the remoteBatteries are required for both components? Batteries are? provided by the manufacturer but we usually encourage customers to replace them with fresh alkaline batteries at their? first opportunity- Two of the phone calls made to my company by Ms [redacted] centered around a light flashing on the black boxOne of? the truly wonderful features of all Ambient remote systems is the red light on the receiver boxIt serves to tell the user? when the batteries are actually gett¡ng weak and should be replacedThis information ¡s on the very first page of the? owner's manual? I have included a copy of the first page and highlíghted this informationAmbient recommends that? "the batteries should be replaced at least once every six months or when the battery indicator flashesMy staff tellscustomers to change out the batteries AT LEAST once a year or when a battery light is blinking on the receiver (black? box)lf there was any confusion over what we said with respect to batteries, then all I can do is apologize? Batteries do? not last forever and honestly, I change the batteries on my own fireplace remote system probably three times each year? I purchase batteries in pack of and ¡t is not unusual to find to of them to either be extremely weak or? completely dead! And while it is not exactly the same situation, how long do batteries last in a flashlight?- Our service call fee is $I know that this figure differs slightly from what was stated in the complaint but I? strive for accuracy? While some may think this fee to be high or excessive, in reality it is quite fair and is based upon a? number of factors that include the cost of sending out a service technicianMost customers don't realize the high cost? of insurance coverage for anything that is gas relatedIf you then add in the cost of the vehicle, taxes, tools, diagnostic? instruments, manpower, gasoline, etcyou would be surprised by the true cost of making a single visit to a customer'shomeWe have kept our service rates the same for almost years and simply do not have complaints about this price- The first call made to us by Ms [redacted] resulted in a free service visit to inspect the installation work and to assure? her that the unit was installed properlyNormally, there would be a charge for such a visit but my technician chose not? to charge her as a gesture of good will for her new purchase- The complaint makes several statements about the lack of quality in our customer service, implies that we don't care? and that we are simply try¡ng to make money on service callsUnfonunately, this is where I believe a disconnect exists? and why I mentioned that somet¡mes personatities simply do not "mesh"? We actually try to SAVE our customers from? paying a service fee by attempting to help them diagnose and fix the most common issues that crop up with the? products we sellIf we "just want to make money on extra service calls" (as stated in the complaint) then why would wetell Ms [redacted] that the blinking light was indicating that she simply might want to change the batteries? (And thus save? on any service call fees.) ? As for the desîred settlement, I will gladly send my service technician free of charge to install batteries for Ms [redacted] ? and verify that the remote control system is operating properlyReplacement of the entire remote system and then a? promise of free service calls indefinitely is simply not reasonable or practicalI will also say that I truly apologize for any? inconvenience or misunderstandings that Ms [redacted] may have experiencedI never want to have a customer in the? field who thínks poorly of usMy father founded my company in We have been in contínuous operat¡on for overyearsI think that in itself speaks volumes about our reputation and approach towards our customersThat being? said, I take every complaint or criticism to heart and will certainly speak with each member of my staff about the? complaint filed by Ms [redacted] We actually DO care about being helpful and respectful towards all customers and stand? behind everything we sellI firmly believe that our 40+ years of being in good standing with the Revdex.com clearly indicates? such an approach.I thank you for taking the time to read my response and look forward to a prompt and mutually acceptable resolution.Best regards,Mark SilversteinCEO - Dixie Building Products, lnc

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Many of the points MrSilverstein makes are correctI purchased the upgraded remote and the price may very well be the difference of the two remotesI have no way of knowingTheir service call is $and their reasoning behind this is their prerogativeThey did send a technician to make sure the logs were installed properly at their expenseI did call to ask what the blinking red light was because I did not knowHowever, I still have differencesWhen I purchased the logs, I was told that the upgraded remote was a better option and that it would perform better than the unit that came with the logsI was never told that the batteries on the receiver would need to be changed more than once a yearIn fact, the word batteries never came up in the conversation with the salesmanIf it had, I would certainly asked about other options simply due to the ongoing cost of replacing batteries that oftenNo one I know or have talked with about this who has gas logs has told me that they have to change their batteries this often.I still believe that this particular unit is defective and I still would like to have it replaced at Dixie's costI did not mean, in my original complaint, that I wanted indefinite service callsWhat I meant was, that if I am forced to live with a unit that needs its batteries changed more than once a year, that Dixie cover the ones that are over the traditional once a year changeI have talked with enough people to now know that these batteries will likely need to be changed once a year (I wish I had known this at the time of purchase so that I could investigate other options.)It is the several times a year battery changes that I have a problem withI believe it indicates the unit may be faulty and it is very costly, both in service calls and the cost of the batteries Regards, [redacted]