AK& RWhipple Plumbing, Heating, & A/C

On 10/20/our technician went and preformed a club furnace tune up on clients year old furnaceA furnace tune up is a complete 21-point inspection, adjusting, cleaning and maintenance of furnace, flu and gas piping making sure your equipment is running efficiently and safelyA copy of inspection results are attachedOur technician found multiple concernsThe Motor was excessively dirty and failing and Multiple Breaches found in the Heat ExchangerTechnician verified visible breeches with client, had client sign Safety Waiver and left furnace in the OFF positionHe recommended that clients replace the furnace for safety, efficiency & peace of mind.Our client called in upset saying that he had been unable to start furnace since his furnace had been tuned up and that the igniter had no access to electricityHe requested that we schedule a technician to come out and check the furnace On 10/24/ a second technician went out for a Warranty call his notes say, "Furnace not operational, they had signed Safety Waiver when last tech was out Client had taken Furnace apart to try to get it working." Nothing done todayLeft Furnace Non Operational.Clients Diamond Club Membership has been terminated and any dues paid refunded

Thank you for bringing this concern to our attentionOur mission is to satisfy every customer every time, guaranteed to create lasting relationships, and to have fun doing it! In this instance we fell shortWe are happy to have the opportunity to resolve this situationWe have been in contact with our client and have scheduled one of our senior technicians to go out to her home on 9/25/to address and resolve any concerns our client hasWhile our technician is on site he will preform a complete tune up on both the Furnace & A/C to make sure they are running correctlyHe will also replace the capacitor on the A/C that was suggested by a previous technicianThis will be done at no additional charge to our client

In response to the complaint from Jared W [redacted] :On 06/06/Charie W [redacted] called into Whipple Service Champions stating that she had a clogged drain in her kitchen sinkWe scheduled her for a drain technician to come out unclog the drain on 06/08/ The technician diagnosed the issue and provided the customer with not only the diagnosis, but also the solution to their problemHe also enrolled them in Whipple Service Champions Diamond Club Program which entitles the customer to a free drain clean with a snakeHowever, the issue was much bigger than what a standard auger snake can handleThe technician explained to MrsW [redacted] that he will need to perform a Mini Jet on the kitchen drain to unclog it completely but that there is a possibility that they problem possibly exists in their main line drainHe advised the customer that the price for the Mini Jet would cost the customer $with their $off coupon as well as their 5% discount he was giving themThe technician also scheduled the customer for a free camera inspection on the main line for the following dayThe technician also found there was a clog in the main line that would need to be jetted outHe advised them that the permanent solution would be to re-pipe the main lineHe advised the customer that if they decided to go with the re-pipe solution that all money paid would be applied to the permanent solutionOur senior technician went out to their home on 06/09/to do the camera inspection and jet out the main lineHe advised the customer that the charge for all of the work that was done on 06/08/and the work to be done on 06/09/would be a total of $The customer informed the senior technician that they could not afford that, to which the technician offered them a possible financing optionThe customer agreed to try and finance the amount of $When the customer could not qualify for financing, the technician offered to accept post dated checksThe customer wrote out a total of three checks, one for $and two for $eachThe customer signed the straight forward pricing invoice authorizing the technicians to perform the workWith the technician accepting the post dated checks, the customer had all of the work completed before payment was remittedClient signed our Satisfied form stating Yes, I am 100% Satisfied with the comment I appreciated finding a way to work it out The customer then put a stop payment on the check for the amount of $The customer was provided a temporary fix and a permanent solution to their drain issuesThey opted to go with the temporary fixThey were given the up front pricing prior to the work being performed and signed the invoice authorizing the technician to do the workIf they did not agree with the pricing, they did have the option to turn the technician away and find another company to do the work for them.The Client Care Manager has attempted several times to reach out to the client in an attempt to resolve the matter in a timely fashionHowever, the client has not answered nor have they returned any phone callsWe would still like to speak with the client as we would like to work this out to where both the client and Whipple Service Champions are satisfied