Custom Paint and Body Works

We installed a Straight Cool Package unit at this home, I was told it will work in Heat and Cool but the heat will only come on in "emergency Heat" setting on the thermostatWe explained that because we cover a large range of [redacted] we carry a thermostat that will work for almost all units out thereThe emergency heat works because it is an electric heat style a/c package unitThe customer didn't understand that this is how it should work [redacted] offered to go see for himself but tried to explain that if there was no problems with heat or a/c functions there would be a $service call feeNever did [redacted] or the [redacted] say anything about "where they live" etcwe were trying to explain that emergency heat setting is what that electric heat unit usesThe unit isn't a Heat Pump, the customer didn't want to hear ***'s explanationThey have Heat and they have Cool (she told me this several times) but didn't like having to put it in "emHeat" settingShe got very mad and nasty with [redacted] on the phoneNext a man called and ***, the [redacted] spoke to him, I tried to explain the same thing but he only wanted to call Revdex.com again, I told this gentleman that [redacted] can come out and take a look for free if there is something wrong there would be No ChargeThe man on the phone said no, he didn't want us outHe just wanted to know our License number to call the Revdex.com to complainWe honor all warranty's and have done so for years, but if there is no problem there is a chargeWe still leave this option open for this customer.We live a total of miles away so the reference to stereotype's etc is absurd

Complaint: ***
I am rejecting this response because: There should always be two
settings for the a/c because if the unit freezes or is extremely cold outside
the heat will not properly runI called another a/c company and they said that
the options should be there and that it was hooked up wrong by not allowing the
different settings. We told them we did not want them at the house
because of the rudeness from themMy *** ** *** does not deserve to be
talked down to by themAnd for someone to say that because she is not a
licensed a/c tech she doesn’t know anythingHow do they know what degree
schooling level we have? With this age of internet and search engines you
can look up just about anything. So I will not be charged when something
is not hooked up properlyAs far as if the unit is some how different the
setting on the thermostat should reflect heat not emergency heatJust because
they service many different units has no basis on why the correct
thermostat was not installedLiving miles away makes no difference on how
you perceive the people you service
Regards,
*** ***

We installed a Straight Cool Package unit at this home, I was told it will work in Heat and Cool but the heat will only come on in "emergency Heat" setting on the thermostat. We explained that because we cover a large range of [redacted] we carry a thermostat that will work for almost all units...

out there. The emergency heat works because it is an electric heat style a/c package unit. The customer didn't understand that this is how it should work. [redacted] offered to go see for himself but tried to explain that if there was no problems with heat or a/c functions there would be a $59 service call fee. Never did [redacted] or the [redacted] say anything about "where they live" etc. we were trying to explain that emergency heat setting is what that electric heat unit uses.. The unit isn't a Heat Pump, the customer didn't want to hear [redacted]'s explanation. They have Heat and they have Cool (she told me this several times) but didn't like having to put it in "em. Heat" setting. She got very mad and nasty with [redacted] on the phone. Next a man called and [redacted], the [redacted] spoke to him, I tried to explain the same thing but he only wanted to call Revdex.com again, I told this gentleman that [redacted] can come out and take a look for free if there is something wrong there would be No Charge. The man on the phone said no, he didn't want us out. He just wanted to know our License number to call the Revdex.com to complain. We honor all warranty's and have done so for 27 years, but if there is no problem there is a charge. We still leave this option open for this customer.We live a total of 3 miles away so the reference to stereotype's etc is absurd.