Per *** ***, General Sales Manager: The customers were in the dealership today (3/09/15) to discuss concerns which have been resolved to customer's satisfaction. Thank you
Mr. [redacted] is absolutely correct, that part would probably run $9.00 to $12.00 at Grainger. However, there are many other factors that HVAC contracting businesses must account for in our pricing thatthe customermay not be aware of. Some things that business owners have to account for are...
Insurances (vehicle, liability, fire, theft, property, workers’ compensation), Specialized training for our technicians and other field personnel, Vehicle maintenance, fuel, test equipment, Taxes (income, property, business, social security, employment compensation), advertising, specialty tools, warehouse, office space, quality control, stock of replacement parts, telephones, lights, service management administration, office equipment, computerization, business expenses (legal counsel, recruitment, etc.), employee benefits, office staff, stationary, office supplies, and postage are some other expenses we incur in order to be available when you call us out on Saturday to diagnose and repair your broken A/C system. When our Service Professional arrives at your home, it takes many important decisions and costs to get our vehicle and materials on site to complete the job to your satisfaction. Consider that the professional at your home has undergone many hours of initial training, as well as a variety of on-going training and study programs to keep up-to-date on ever changing technology in our industry. At Air Services, we make sure we are providing our team with the latest training so you can have peace of mind that the work was performed well, and to your satisfaction. Like a doctor, who has an office, a staff, and the need to keep updated on the latest practices in medicine, we too have these hidden costs associated with keeping our Service Professional in peak condition, to service your home at the highest level possible. So, when you see your service professional at work, please understand that there is much more that goes into performing the work professionally; so you remain a loyal and valued customer of Air Services Unlimited.It is definitely not my intent to take advantage of any of my customers for without our customers--we are nothing. We service all of the surrounding counties in Southeast Texas and are not limited to only Hardin County. I take pride in the fact that Colony Air Conditioning is part of Air Services Unlimited. The only area that I see where we deviated from company procedures for a service call is the fact that we did not let him know how much the repair was going to cost up front. It is strict company procedure to let the customer know what is wrong and give pricing prior to making any repairs. I stand behind our 100% customer satisfaction guarantee, if our customer is not satisfied we will not rest until they are 100% satisfied with our services. I attempted to reach out to him when he left a review on facebook, but he stated that it was not necessary to contact him. I want Mr. [redacted] to be confident in the service that we provide; if he is not happy with the price he paid, I invite him to call me at the office (409) 842-4429 and I will discuss refunding a portion of the price he paid.
Mr. [redacted], Ultimately, my service technician did not follow procedure when he was at your home Saturday prior to making the necessary repairs to your unit. That mistake is on us. I have explained the various costs of operating a HVAC company and why we charge what we charge. Considering that we responded to your service request on Saturday, performed diagnostic services, and made the proper repairs in order to get your system back online; please tell me what you think a fair resolution to this situation is and we will move forward. I stand behind my company's 100% satisfaction guarantee. Thank you, [redacted]
Per *** ***, General Sales Manager: The customers were in the dealership today (3/09/15) to discuss concerns which have been resolved to customer's satisfaction. Thank you
Mr. [redacted] is absolutely correct, that part would probably run $9.00 to $12.00 at Grainger. However, there are many other factors that HVAC contracting businesses must account for in our pricing thatthe customermay not be aware of. Some things that business owners have to account for are...
Insurances (vehicle, liability, fire, theft, property, workers’ compensation), Specialized training for our technicians and other field personnel, Vehicle maintenance, fuel, test equipment, Taxes (income, property, business, social security, employment compensation), advertising, specialty tools, warehouse, office space, quality control, stock of replacement parts, telephones, lights, service management administration, office equipment, computerization, business expenses (legal counsel, recruitment, etc.), employee benefits, office staff, stationary, office supplies, and postage are some other expenses we incur in order to be available when you call us out on Saturday to diagnose and repair your broken A/C system. When our Service Professional arrives at your home, it takes many important decisions and costs to get our vehicle and materials on site to complete the job to your satisfaction. Consider that the professional at your home has undergone many hours of initial training, as well as a variety of on-going training and study programs to keep up-to-date on ever changing technology in our industry. At Air Services, we make sure we are providing our team with the latest training so you can have peace of mind that the work was performed well, and to your satisfaction. Like a doctor, who has an office, a staff, and the need to keep updated on the latest practices in medicine, we too have these hidden costs associated with keeping our Service Professional in peak condition, to service your home at the highest level possible. So, when you see your service professional at work, please understand that there is much more that goes into performing the work professionally; so you remain a loyal and valued customer of Air Services Unlimited.It is definitely not my intent to take advantage of any of my customers for without our customers--we are nothing. We service all of the surrounding counties in Southeast Texas and are not limited to only Hardin County. I take pride in the fact that Colony Air Conditioning is part of Air Services Unlimited. The only area that I see where we deviated from company procedures for a service call is the fact that we did not let him know how much the repair was going to cost up front. It is strict company procedure to let the customer know what is wrong and give pricing prior to making any repairs. I stand behind our 100% customer satisfaction guarantee, if our customer is not satisfied we will not rest until they are 100% satisfied with our services. I attempted to reach out to him when he left a review on facebook, but he stated that it was not necessary to contact him. I want Mr. [redacted] to be confident in the service that we provide; if he is not happy with the price he paid, I invite him to call me at the office (409) 842-4429 and I will discuss refunding a portion of the price he paid.
Mr. [redacted], Ultimately, my service technician did not follow procedure when he was at your home Saturday prior to making the necessary repairs to your unit. That mistake is on us. I have explained the various costs of operating a HVAC company and why we charge what we charge. Considering that we responded to your service request on Saturday, performed diagnostic services, and made the proper repairs in order to get your system back online; please tell me what you think a fair resolution to this situation is and we will move forward. I stand behind my company's 100% satisfaction guarantee. Thank you, [redacted]