Total System Services, Inc.

First, let me apologize to Mr*** and to the Revdex.com for our delayed response to this matter - the first two notifications were sent to us via email and were captured in our spam filters We were not aware of this situation until I personally received a telephone call from
the Revdex.com this week regarding this matter At that time I ordered an immediate investigation and subsequently learned that we made a mistake in dispatching the work that Mr*** requested Here is a recap of what transpired:
Mr*** contacted our company on Saturday, August 18th, due to his HVAC system not cooling properly Mr*** was told the diagnostic fee on a Saturday was $and he agreed to pay it One of our on-call technicians was dispatched to his home, same day The technician found the condenser fan motor was failing and needed to be replaced soonThe technician did not have the correct motor on is van to replace it that day so he told Mr*** that he was going to have our office schedule the repair the following week once the correct motor could be locatedThe system was running, and cooling, when the technician left and he told Mr*** to call him if failed again before we were able to come back with the correct motorMr*** did call our technician back the following Monday to inform him that it stopped working again and our technician notified our dispatcher that we needed to get someone out there as soon as possible to replace the motorThe dispatcher that took the call from our tech failed to enter a work order and to dispatch the call that day, or let anyone else know, and the following day was her last day of employment with our company The fault for that is all ours and again I must apologize I have had our lead dispatcher and our area regional manager trying to contact Mr*** all week via phone and email Mr*** did respond to one email stating that he would call us back but to my knowledge he hasn't yet at this time As a result of our mistake I am more than happy to do one of two things - either refund Mr*** $ that was for the diagnostic work that was already performed or replace his condenser fan motor free of charge, however, in order to do either we must make contact with Mr*** in some way
Please feel free to contact me with questions or if you need additional information
Sincerely,
Steven *M***
Vice President - Total System Services