June 19, 2016RE: Complaint #***We have received your letter regarding a complaint filed by *** *** regarding a service call Tom's made to her home The customer had indicated to the service dispatcher that a mini-split system was noisey. Our technician arrived at Mrs***'s home
and *** ** *** *** in *** on 5-26- He looked at the unit and determined the unit was slightly noisey compared to the many units that we have installed and/or serviced in the past He noted that the unit was an older model and noise was due to the age of the unit He advised the customer that the unit was too old to invest in costly repairs and that it would be better to replace it in the future. Our charge was $for the service call Our service call charge covers up to one hour of service The customer was made aware of that when the call was scheduled by our dispatcher She recorded all the information that the customer gave her and set up a service date and time for a technician to visit the home. The dispatcher has no technical training If the homeowner gave age of the unit information, she would have recorded it However, we do not consider age of unit to determine if a service call should be made or not We repair if it can be done and if the homeowner indicated they wish to proceed with a repair We do let customers know when it is better to replace This customer did not indicate they wished to proceed with a repair. All this was explained to Mr*** when he called our office to complain about the service and the charge We do not know of any company that offers free service calls. We do not feel our charge was inappropriate Our policy is standard in the industry. [Signed]*** ** ***, Mgr
June 19, 2016RE: Complaint #***We have received your letter regarding a complaint filed by *** *** regarding a service call Tom's made to her home The customer had indicated to the service dispatcher that a mini-split system was noisey. Our technician arrived at Mrs***'s home
and *** ** *** *** in *** on 5-26- He looked at the unit and determined the unit was slightly noisey compared to the many units that we have installed and/or serviced in the past He noted that the unit was an older model and noise was due to the age of the unit He advised the customer that the unit was too old to invest in costly repairs and that it would be better to replace it in the future. Our charge was $for the service call Our service call charge covers up to one hour of service The customer was made aware of that when the call was scheduled by our dispatcher She recorded all the information that the customer gave her and set up a service date and time for a technician to visit the home. The dispatcher has no technical training If the homeowner gave age of the unit information, she would have recorded it However, we do not consider age of unit to determine if a service call should be made or not We repair if it can be done and if the homeowner indicated they wish to proceed with a repair We do let customers know when it is better to replace This customer did not indicate they wished to proceed with a repair. All this was explained to Mr*** when he called our office to complain about the service and the charge We do not know of any company that offers free service calls. We do not feel our charge was inappropriate Our policy is standard in the industry. [Signed]*** ** ***, Mgr