Acme & Wagoner, Inc.

In responds to claim # ***The concern outlined in his letter was easily resolved and to *** ***’s satisfaction I have attached a copy of the most recent invoice from 9-11-signed by Mr*** for the satisfactory
completion of services ordered. For several years Bryan & Suns has been providing service to the homeowner, *** ***She was a faithful and satisfied customer over the yearsIn fact, she kept an ongoing maintenance plan with us and she and her son *** had purchased a new furnace at one point from usAccording to my records and recollection, we had had no dissatisfaction with either of them at any point in our service history. When our staff attempted to contact Mrs*** *** for her fall visit, we discovered her situation had changed and we would now need to work with her son *** to arrange the fall tune- up A tuwas scheduled with *** but he later decided the time frame was not convenient for him, so he called back to reschedule at first and then finally asked if we could refund the agreementThe agreement purchased on 4/1/does have transfer and cancelation/refund details listed on it and nearly half a year has gone by, costs were incurred by us and the hour time window for refund had expiredThe staff tried to resolve this with him to the best of their abilitiesOur staff member told *** she would refer this to the the manager and she did that very same day on 9/10/at 2:06pm via an e-mailAfter returning to the office and reviewing the records, I personally called *** *** that same day and left a message since he did not answer. The next morning Mr*** called me backI reviewed a few options to resolve this issue when these situations occurIt was easily resolved and Mr*** met us at the house, completed the two tune-ups included as benefits of our program to his satisfaction Mr*** kept the maintenance agreement for the time being as he tries to sell the house and asked me for a reminder when it expires in case he wishes to renew it Our staff works very hard and is equipped to handle most situations as they arise but sometimes it needs to be referred to a managerHad I been in the office at that very moment the call came in or if Mr*** would have answered his phone later that day, this would have been resolved on the spotHowever, now that it was resolved we hope all parties see how committed Bryan & Suns is to customer satisfactionIt was always a pleasure working for Mrs*** and we wish her the very best in her new location. Sincerely, *** ***Vice President

Consumer states that the company resolved the complaint.