Air Management Technologies, Incorporated

January 21, 2015We have received your letter via postal carrier on Friday, January 16, for claim number [redacted] The customer's complaint disputing the hours was taken to my supervisor at which time I had pulled our GPS report (which I will provide as an attached item) for the technician that was assigned to the service callWe then sat down with the technician to discuss the service callThe original call on 10/31/was a complaint that there was noise coming from the condensing unit (outside unit)When the technician arrived and inspected the unit he had noticed excessive paint on the fan blade, due to the customer painting their deck, which madc the fan blade out of balance and also burned out the motorThe technician explained this to the customer and we replaced the fan motor, blade, and capacitor on 11/06/The customer then called back on 11/09/stating that there was still noise, but this time coming from the inside of the houseI had scheduled with the homeowner to be out there the following morningWe had sent out the same technician and a laborer so that they could pinpoint the source of the noise which they successfully had doneThe noise was coming from ductwork inside the wall that was not fastened properly at the time of installation (we did not perform the installation of this system)At this time, the technician went to the supply house to get the needed supplies to repair the issueThey returned to the customer and made the necessary repairsThe time frame per our GPS software is as follows:Left port 7:am Arrived at customer 7:am Left customer 9:am to go to supply house Arrived at supply house 9:am (Getting supplies to repair customer complaint) Left supply house 9:am Arrived back at customer 10:am Finished with repair at 10:am and returned to shop at 10:am Total time hours minutes At this time (1/20/14) my supervisor and I called the customer to discuss the issue and bring about a resolutionWe had informed her that our billing procedures are to bill from port to port and any time the technician must make a trip to the supply house to get parts to make repairs for the customer (common billing practices industry wide)At this time she became belligerent and rude and hung up on usI do believe we have acted in good faith with this customer as we have reached out to her to try to resolve this issue Thank you, George NService Coordinator

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The company made no effort to work with me.  In fact, the supervisor I spoke to was clearly under the impression that I would simply accept what he told me, and when I questioned what his company's practices were, he become patronizing and claimed, at one point, that he "didn't appreciate me contacting the Revdex.com".  Too bad - that's what its there for. 
At this point, I don't believe there is any resolution which can be reached in this particular situation, given that the company is unwilling to acknowledge that its practices effectively double-bill for transportation, and that its billing practices are opaque to the consumer.  I will chalk this experience up to bad luck, and steer clear of AMT in the future. 
Regards,
[redacted]

January 21, 2015We have received your letter via postal carrier on Friday, January 16, 2015 for claim number [redacted]. The customer's complaint disputing the hours was taken to my supervisor at which time I had pulled our GPS report (which I will provide as an attached item) for the...

technician that was assigned to the service call. We then sat down with the technician to discuss the service call. The original call on 10/31/14 was a complaint that there was noise coming from the condensing unit (outside unit). When the technician arrived and inspected the unit he had noticed excessive paint on the fan blade, due to the customer painting their deck, which madc the fan blade out of balance and also burned out the motor. The technician explained this to the customer and we replaced the fan motor, blade, and capacitor on 11/06/14. The customer then called back on 11/09/14 stating that there was still noise, but this time coming from the inside of the house. I had scheduled with the homeowner to be out there the following morning. We had sent out the same technician and a laborer so that they could pinpoint the source of the noise which they successfully had done. The noise was coming from ductwork inside the wall that was not fastened properly at the time of installation (we did not perform the installation of this system). At this time, the technician went to the supply house to get the needed supplies to repair the issue. They returned to the customer and made the necessary repairs. The time frame per our GPS software is as follows:Left port 1 7:20 am
Arrived at customer 7:44 am
Left customer 9:17 am to go to supply house Arrived at supply house 9:27 am (Getting supplies to repair customer complaint) Left supply house 9:36 am
Arrived back at customer 10:00 am Finished with repair at 10:34 am and returned to shop at 10:44 am Total time 3 hours 24 minutes
At this time (1/20/14) my supervisor and I called the customer to discuss the issue and bring about a resolution. We had informed her that our billing procedures are to bill from port to port and any time the technician must make a trip to the supply house to get parts to make repairs for the customer (common billing practices industry wide). At this time she became belligerent and rude and hung up on us. I do believe we have acted in good faith with this customer as we have reached out to her to try to resolve this issue
Thank you, George NService Coordinator