All Comfort Mechanical Inc.

I have attached a letter of response for the complaint filed with you from MR*** ***I would like to start my response to the complaint filed by MR *** by saying that we greatly regret that he was not pleased with the services provided to him by All Comfort Mechanical IncWe strive for a
pleasant experience to all of our customers.On June 15, 2015, I received a service work order by e mail from *** *** *** at 2:55PM, *** *** *** is the home warranty company for MR*** and they have a contract with All Comfort Mechanical Incto provide Plumbing and HVAC service to their customersAfter receiving the service work order I promptly contacted MR*** to schedule for a technician to come out and diagnose their a/c issue, The call was scheduled for the next day on June 16, from to PMOne of our technicians showed up at the residence of MR*** during the scheduled time and gave a complete check to the a/c system and found that the computer board in the furnace was faulty and would need replaced, MR*** was instructed that since it was late and our suppliers was closed for the day that we would have to get a price for the part to repair and call *** *** *** to get authorization to purchase the board and install itOn June 17th after receiving the work order from my technician I got pricing and availability for the part and prepared an estimate to make the repairs, once this was complete I called in to the *** *** *** authorizations line to give them a complete diagnosis and estimate for the repairs, I was given authorization from *** *** *** on June 17th in the afternoon to order the parts and proceed with the repairs, at this time the part was ordered from Johnstone Supply in Columbus Ohio, this particular part is for a Lennox furnace and must be replaced with an exact part that had to be ordered directly from Lennox and I instructed MR*** of this when he called for an update that it would take a couple of days to receive the part at Johnstone supply and when it was in they would call me to pick it up, when ordering a part coming from another supplier I am rarely ever given an exact day for when the part will be available for pick up, normally I am given a range of a couple of days which was the case with thisI told MR*** I would let him know when I could get the part for him and we would try to install it for him Friday or Saturday of that week if we received it in time, The part was made available to me for pick up from Johnstone supply on Friday the 19th of June in the afternoonWhen I spoke to MR*** the afternoon of the 18th I told him the part was supposed to be in on the 19th in the afternoon, and that I normally do not schedule the service call to return until I have received the part but I would go ahead and schedule him, I did this only because I had trust in my supplier that I would have the part in time and our schedule was very booked up at the time because of the extremely overwhelming amount of a/c service calls we were experiencing at that time, while waiting on the part to arrive we took in over calls for a/c service most of which were people experiencing a/c problems, as mentioned before I do not as a general rule schedule with a customer until I have the part and from the time of diagnosing MR*** a/c issue to the time I spoke with him on the 18th at approximately 6:PM our schedule was already completely filled until Monday the 22nd and the next available appointment I had was on the 22nd from to pm, when this was mentioned to him MR*** became very upset, I explained to him that all of my technicians were already working late every night and scheduled to work all weekend in order to try to give our customers the best service possible, he still was not satisfied with what we could do for him and said he was going to call his home warranty company and ask for another contractor who could give him service sooner, almost an hour later he called back and wanted the appointment time mentioned before because they could not get him any other contractor at a sooner time, But at that time I had already taken in and scheduled more service calls but in order to not make him wait another day I did agree to have a technician still come out on the 22nd but it would be between to pm because the earlier appointment time had already been taken, at this time MR*** became even more upset, within minutes I received a call from MR*** wife she was very unpleasant and demanded service the next day after several minutes of being yelled at and degraded by MRS*** and being told many times they had children and could not wait for more days without working a/c I explained to her that I did feel badly for them but there was nothing I could do and that because of the recent spike in temperatures in our area all reputable a/c contractors were very booked up and there was many other people without a/c and I could not move them ahead of someone else that would not be fair to other customers and I would not do it to them, she was very unhappy but still kept the appointment for the 22nd I did tell them if I had any cancellations before them or a technician finish his daily work orders early between now and then I would call them and move them up, unfortunately that did not happen.On the 22nd of June at approximately am I received a call from MR *** asking if the technician would still be out that day between and pm, I confirmed the times with him and let him know if the technician was running behind at all he would call before pm to let them know, he became very angry again and I simply stated that in our business it does happen, we do not always know what our technicians are going to run into until they are on the calls and later in the day appointments are more subject to this, but at that point all was still good for the scheduled time, but no matter what my technician would be out that day for sure and he did seem to calm down and understand once I explained it to himOn that day I left the office at pm which is what time our office normally closes, normally customer calls are not taken unless someone is working late in the office, but our technicians can reach me at any time by cell phone, I spoke to the technicians apprentice at about 6:pm he was finishing up a service call then heading to the *** home, I asked him if he would please call them to let them know he was going to be on his way to them shortly, he did, got no answer and left a message on their voicemail, which I heard him leave, when he finished up the service call before them he tried calling again and got no answer he then called me to ask what he should do, I told him to go on over they should be there which is what I would have expected from our conversation earlier in the day, upon getting there at 7:pm my technician called me to let me know that no one was home, according to our company policy and an standard practice in the service trades I had the technician leave an invoice for $for a missed appointment, at this point it is my policy to not send a technician back until the invoice is paid or settled on for the missed appointment, I do understand things arise but this was not the case with this particular call, I realized when getting to the office at 7:am the 23rd I had a message from MR *** at 5:pm from the 22nd telling me that his wife did not want to sit around and wait on someone who may or may not show up so they were leaving to go to their children’s ball game, which confused me since we were scheduled for some time from to pm, I then was even more confused by the next voicemail which was MRS*** at 6:pm stating that she had been waiting on our technician since pm and he had not shown up and wanted to know who to get in touch with to find out when someone was coming to their homeAfter finding out from the voicemails left that at 5:pm our appointment times were completely disregarded by the *** I made the decision I would not waive the service call fee for the invoice left at their home the night before by my technician, it would have to be paid to receive further service from All Comfort Mechanical IncI received a phone call from MR*** at a.mon the 23rd of June and could tell very quickly he was unhappy, he wanted to know when someone would be out that day to put in the part to get his a/c working, I told him once he paid the open invoice for the missed call I could put him back in the schedule, he then got very confrontational with me and ordered me to send a technician out that day, I explained we had done everything we could to help them with their issue and they did not answer the calls from my technician and they left knowing we had someone coming out to repair their a/c, he then cut me off started yelling at me and told me my technician was a liar, he never called and did not come to their home, I asked him about the invoice left which he admitted to having, I told him if my technician was not there where did the invoice come from and also let him know I did hear him leaving the earlier voicemail this angered him even more as he was yelling and making more demands, I told him I was not going to send my technicians into a hostile work environment and we were no longer interested in servicing them, he needed to call his home warranty company and have them transfer his work order to another contractor I then ended the call, a few minutes later he called and as soon as I answered the phone he began making demands and telling me my technician was a liar I stated again call the your home warranty company as we are not interested in servicing a hostile customer, he then told me he wanted his $service fee back, I did explain to him that is for the diagnosis of his issue, the warranty company does not make you pay another service fee when they transfer the call to another contractor, they pay the other contractor to complete the previously diagnosed service and it is not refundable, as he continued making demands I ended the call.We have made every effort possible for a positive outcome for the Jacobs, it became clear in the end we could not reasonably satisfy them, As far as any resolutions to this issue, I have waived the $service call fee left for missing the appointment, the $service fee for the original diagnosis is nonrefundable, as far as the part to be installed, we were not paid for it and we returned it to Johnstone supply and paid the restocking fee and shipping fee to have it returned to LennoxSo at this point I am unsure of any resolution I could make to satisfy the Jacobs, but I am always open to hear any ideasAll Comfort Mechanical Incregrets any inconvenience caused to the *** family and that this was not a positive experience for them.Warm regardsMike ***

I have attached a letter of response for the complaint filed with you from MR*** ***
I would like to start my response to the complaint filed by MR *** by saying that we greatly regret that he was not pleased with the services provided to him by All Comfort Mechanical IncWe
strive for a pleasant experience to all of our customers.On June 15, 2015, I received a service work order by e mail from *** *** *** at 2:55PM, *** *** *** is the home warranty company for MR*** and they have a contract with All Comfort Mechanical Incto provide Plumbing and HVAC service to their customersAfter receiving the service work order I promptly contacted MR*** to schedule for a technician to come out and diagnose their a/c issue, The call was scheduled for the next day on June 16, from to PMOne of our technicians showed up at the residence of MR*** during the scheduled time and gave a complete check to the a/c system and found that the computer board in the furnace was faulty and would need replaced, MR*** was instructed that since it was late and our suppliers was closed for the day that we would have to get a price for the part to repair and call *** *** *** to get authorization to purchase the board and install itOn June 17th after receiving the work order from my technician I got pricing and availability for the part and prepared an estimate to make the repairs, once this was complete I called in to the *** *** *** authorizations line to give them a complete diagnosis and estimate for the repairs, I was given authorization from *** *** *** on June 17th in the afternoon to order the parts and proceed with the repairs, at this time the part was ordered from Johnstone Supply in Columbus Ohio, this particular part is for a Lennox furnace and must be replaced with an exact part that had to be ordered directly from Lennox and I instructed MR*** of this when he called for an update that it would take a couple of days to receive the part at Johnstone supply and when it was in they would call me to pick it up, when ordering a part coming from another supplier I am rarely ever given an exact day for when the part will be available for pick up, normally I am given a range of a couple of days which was the case with thisI told MR*** I would let him know when I could get the part for him and we would try to install it for him Friday or Saturday of that week if we received it in time, The part was made available to me for pick up from Johnstone supply on Friday the 19th of June in the afternoonWhen I spoke to MR*** the afternoon of the 18th I told him the part was supposed to be in on the 19th in the afternoon, and that I normally do not schedule the service call to return until I have received the part but I would go ahead and schedule him, I did this only because I had trust in my supplier that I would have the part in time and our schedule was very booked up at the time because of the extremely overwhelming amount of a/c service calls we were experiencing at that time, while waiting on the part to arrive we took in over calls for a/c service most of which were people experiencing a/c problems, as mentioned before I do not as a general rule schedule with a customer until I have the part and from the time of diagnosing MR*** a/c issue to the time I spoke with him on the 18th at approximately 6:PM our schedule was already completely filled until Monday the 22nd and the next available appointment I had was on the 22nd from to pm, when this was mentioned to him MR*** became very upset, I explained to him that all of my technicians were already working late every night and scheduled to work all weekend in order to try to give our customers the best service possible, he still was not satisfied with what we could do for him and said he was going to call his home warranty company and ask for another contractor who could give him service sooner, almost an hour later he called back and wanted the appointment time mentioned before because they could not get him any other contractor at a sooner time, But at that time I had already taken in and scheduled more service calls but in order to not make him wait another day I did agree to have a technician still come out on the 22nd but it would be between to pm because the earlier appointment time had already been taken, at this time MR*** became even more upset, within minutes I received a call from MR*** wife she was very unpleasant and demanded service the next day after several minutes of being yelled at and degraded by MRS*** and being told many times they had children and could not wait for more days without working a/c I explained to her that I did feel badly for them but there was nothing I could do and that because of the recent spike in temperatures in our area all reputable a/c contractors were very booked up and there was many other people without a/c and I could not move them ahead of someone else that would not be fair to other customers and I would not do it to them, she was very unhappy but still kept the appointment for the 22nd I did tell them if I had any cancellations before them or a technician finish his daily work orders early between now and then I would call them and move them up, unfortunately that did not happen.On the 22nd of June at approximately am I received a call from MR *** asking if the technician would still be out that day between and pm, I confirmed the times with him and let him know if the technician was running behind at all he would call before pm to let them know, he became very angry again and I simply stated that in our business it does happen, we do not always know what our technicians are going to run into until they are on the calls and later in the day appointments are more subject to this, but at that point all was still good for the scheduled time, but no matter what my technician would be out that day for sure and he did seem to calm down and understand once I explained it to himOn that day I left the office at pm which is what time our office normally closes, normally customer calls are not taken unless someone is working late in the office, but our technicians can reach me at any time by cell phone, I spoke to the technicians apprentice at about 6:pm he was finishing up a service call then heading to the *** home, I asked him if he would please call them to let them know he was going to be on his way to them shortly, he did, got no answer and left a message on their voicemail, which I heard him leave, when he finished up the service call before them he tried calling again and got no answer he then called me to ask what he should do, I told him to go on over they should be there which is what I would have expected from our conversation earlier in the day, upon getting there at 7:pm my technician called me to let me know that no one was home, according to our company policy and an standard practice in the service trades I had the technician leave an invoice for $for a missed appointment, at this point it is my policy to not send a technician back until the invoice is paid or settled on for the missed appointment, I do understand things arise but this was not the case with this particular call, I realized when getting to the office at 7:am the 23rd I had a message from MR *** at 5:pm from the 22nd telling me that his wife did not want to sit around and wait on someone who may or may not show up so they were leaving to go to their children’s ball game, which confused me since we were scheduled for some time from to pm, I then was even more confused by the next voicemail which was MRS*** at 6:pm stating that she had been waiting on our technician since pm and he had not shown up and wanted to know who to get in touch with to find out when someone was coming to their homeAfter finding out from the voicemails left that at 5:pm our appointment times were completely disregarded by the *** I made the decision I would not waive the service call fee for the invoice left at their home the night before by my technician, it would have to be paid to receive further service from All Comfort Mechanical IncI received a phone call from MR*** at a.mon the 23rd of June and could tell very quickly he was unhappy, he wanted to know when someone would be out that day to put in the part to get his a/c working, I told him once he paid the open invoice for the missed call I could put him back in the schedule, he then got very confrontational with me and ordered me to send a technician out that day, I explained we had done everything we could to help them with their issue and they did not answer the calls from my technician and they left knowing we had someone coming out to repair their a/c, he then cut me off started yelling at me and told me my technician was a liar, he never called and did not come to their home, I asked him about the invoice left which he admitted to having, I told him if my technician was not there where did the invoice come from and also let him know I did hear him leaving the earlier voicemail this angered him even more as he was yelling and making more demands, I told him I was not going to send my technicians into a hostile work environment and we were no longer interested in servicing them, he needed to call his home warranty company and have them transfer his work order to another contractor I then ended the call, a few minutes later he called and as soon as I answered the phone he began making demands and telling me my technician was a liar I stated again call the your home warranty company as we are not interested in servicing a hostile customer, he then told me he wanted his $service fee back, I did explain to him that is for the diagnosis of his issue, the warranty company does not make you pay another service fee when they transfer the call to another contractor, they pay the other contractor to complete the previously diagnosed service and it is not refundable, as he continued making demands I ended the call.We have made every effort possible for a positive outcome for the Jacobs, it became clear in the end we could not reasonably satisfy them, As far as any resolutions to this issue, I have waived the $service call fee left for missing the appointment, the $service fee for the original diagnosis is nonrefundable, as far as the part to be installed, we were not paid for it and we returned it to Johnstone supply and paid the restocking fee and shipping fee to have it returned to LennoxSo at this point I am unsure of any resolution I could make to satisfy the Jacobs, but I am always open to hear any ideasAll Comfort Mechanical Incregrets any inconvenience caused to the *** family and that this was not a positive experience for themWarm regards
Mike ***