We take great pride in our customer service and the respect we have for our customers. Additionally we make sure that our technicians do not work in harsh environments that may subject them verbal abuse. Ms *** had a furnace with an intermittent problem and the furnace never failed
during the three times we had our technicians at the home. Troubleshooting an intermittent problem that does not show itself during diagnostics can be very difficult to solve. Our technicians could only simply suggest possible solutions for the symptoms that Ms *** described she was experiencing and this was explained to her. On Friday evening, 1/23/15, our technician was in the home diagnosing the furnace (after regular business hours) and it still would not failHe spent time testing the furnace and putting it through several different diagnostic tests, when none of them failed he called for assistance and received it from the Owner of the company. After their discussion the conclusion was decided that replacing the control board would be the best course of action. When our technician told Ms *** this she started to raise her voice at our technician and questioning his abilities. As the conversation continued, our technician asked if she would like to speak with his manager, and she got on the phone with the Owner of Airquip and proceeded to raise her voice at him and asked him why we sent out a technician that does not know what he is doing. During that conversation Ms *** also told us that she did not have money for the repair and then she asked our technician to leave. He advised her that he needed to pick up his tools and put the furnace back together and she told him several more times that he needed to get out of her house barely giving him any time to pick up his tools and get the furnace put back together. It was these actions that made our company believe Ms *** did not want the repair completedWhen Ms *** called our office on Monday around 2pm, she talked with the Service Writer who was not aware of the situation and he told her he would have to call her back. The Service Writer then talked to the most recent technician and General Manager, and it was concluded that we did not want to send another technician to Ms *** home to be subject to additional mistreatment. Our Service Writer then contacted the customer at 3:05pm to tell her that we would not be completing any more service at her home
We take great pride in our customer service and the respect we have for our customers. Additionally we make sure that our technicians do not work in harsh environments that may subject them verbal abuse. Ms *** had a furnace with an intermittent problem and the furnace never failed
during the three times we had our technicians at the home. Troubleshooting an intermittent problem that does not show itself during diagnostics can be very difficult to solve. Our technicians could only simply suggest possible solutions for the symptoms that Ms *** described she was experiencing and this was explained to her. On Friday evening, 1/23/15, our technician was in the home diagnosing the furnace (after regular business hours) and it still would not failHe spent time testing the furnace and putting it through several different diagnostic tests, when none of them failed he called for assistance and received it from the Owner of the company. After their discussion the conclusion was decided that replacing the control board would be the best course of action. When our technician told Ms *** this she started to raise her voice at our technician and questioning his abilities. As the conversation continued, our technician asked if she would like to speak with his manager, and she got on the phone with the Owner of Airquip and proceeded to raise her voice at him and asked him why we sent out a technician that does not know what he is doing. During that conversation Ms *** also told us that she did not have money for the repair and then she asked our technician to leave. He advised her that he needed to pick up his tools and put the furnace back together and she told him several more times that he needed to get out of her house barely giving him any time to pick up his tools and get the furnace put back together. It was these actions that made our company believe Ms *** did not want the repair completedWhen Ms *** called our office on Monday around 2pm, she talked with the Service Writer who was not aware of the situation and he told her he would have to call her back. The Service Writer then talked to the most recent technician and General Manager, and it was concluded that we did not want to send another technician to Ms *** home to be subject to additional mistreatment. Our Service Writer then contacted the customer at 3:05pm to tell her that we would not be completing any more service at her home