Alltech Heating&cooling

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

To whom it may concern, Please note that all of our technicians are trained per Manufacturer instructionsThe first tech was sent out to the home for a complaint involving temperature issues in which he did inspect upon arrivalRegular thermometers will not determine an accurate temperature which is why a physical diagnostic is requiredWhen the customer called back complaining about the ice issues, the technician thought customer was complaining that the ice maker specifically was what wasn't broken inside the unit so we did send him back with an ice maker on a Saturday to avoid the customer having to take off workWhen the tech realized it was actually the ice bucket that needed to be replaced I called that customer immediately to schedule service on the following MondayThe customer did not answer after over voicemails left to him about rescheduling the appointmentHe then finally called back on a Friday after business hours expecting service the following day in which we did not receive that voicemail until the following MondayHow would we have known to go there on Saturday if the office did not even receive this message until the following Monday? We aren't technically open on Saturdays, but we do have techs that are willing to work as needed for those customers that work during the weekHowever, we have to know prior so that we can schedule a tech to work accordinglyWe never scheduled an appointment and not showed up for it and we scheduled Saturday calls specifically with this customer so he would not have to take off workEven after all of this, I still tried to reach the customer to schedule the service to install the ice bucket when he started cussing me out over the phoneWe do not deal with verbal abuse or profanity over the phone no matter what circumstancesThe first response is a warning and the second instance is supposed to be an immediate end to the callWhen the customer cussed the first time I did give him a warning in which the customer did not yieldHe continued to cuss and since we were basically in the middle of the repair I did not end the call immediately when he continued to cuss in an attempt to get the situation resolvedHowever, customer continued to cuss and turned verbally abusive with me with comments such as "don't be a little girl" and "to come fix his " [redacted] fridge" or he would be calling the manufacturerI finally had to end the call with the customer when he specifically told me to " [redacted] off." We had every intention of finishing the repair until this situation happened over the phone with the customer

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

To whom it may concern, Please note that all of our technicians are trained per Manufacturer instructions. The first tech was sent out to the home for a complaint involving temperature issues in which he did inspect upon arrival. Regular thermometers will not determine an accurate temperature...

which is why a physical diagnostic is required. When the customer called back complaining about the ice issues, the technician thought customer was complaining that the ice maker specifically was what wasn't broken inside the unit so we did send him back with an ice maker on a Saturday to avoid the customer having to take off work. When the tech realized it was actually the ice bucket that needed to be replaced I called that customer immediately to schedule service on the following Monday. The customer did not answer after over 5 voicemails left to him about rescheduling the appointment. He then finally called back on a Friday after business hours expecting service the following day in which we did not receive that voicemail until the following Monday. How would we have known to go there on Saturday if the office did not even receive this message until the following Monday? We aren't technically open on Saturdays, but we do have techs that are willing to work as needed for those customers that work during the week. However, we have to know prior so that we can schedule a tech to work accordingly. We never scheduled an appointment and not showed up for it and we scheduled Saturday calls specifically with this customer so he would not have to take off work. Even after all of this, I still tried to reach the customer to schedule the service to install the ice bucket when he started cussing me out over the phone. We do not deal with verbal abuse or profanity over the phone no matter what circumstances. The first response is a warning and the second instance is supposed to be an immediate end to the call. When the customer cussed the first time I did give him a warning in which the customer did not yield. He continued to cuss and since we were basically in the middle of the repair I did not end the call immediately when he continued to cuss in an attempt to get the situation resolved. However, customer continued to cuss and turned verbally abusive with me with comments such as "don't be a little girl" and "to come fix his "[redacted] fridge" or he would be calling the manufacturer. I finally had to end the call with the customer when he specifically told me to "[redacted] off." We had every intention of finishing the repair until this situation happened over the phone with the customer.