Ambria

Thank you for
contacting me with the complaint submitted by [redacted].  We certainly want to get this complaint
resolved as quickly as possible.  After
receiving the complaint I contacted you to further my understanding of the
complaint and to find the quickest resolution...

possible.  I contacted Mrs. [redacted] and discussed the
complaint in more depth.  As stated in
the complaint her desired settlement was to receive a written estimate of work
to be completed as well as price to do said work.  After speaking with Mrs. [redacted] I spoke with
my technician that quoted the work.  He
remembered vividly speaking with Mrs. [redacted] on the phone (Mrs. [redacted] does not
live in the home where the work was suggested) to explain to her what he found
when completing his service as well as the reasons he was suggesting the
additional work.  At that time my
technician claims Mrs. [redacted] said to him that she couldn’t do any of that work
at this time.  My technician said that he
understood, but the work was recommended to keep her warranties valid.  At that time Mrs. [redacted] asked for an email
copy of my technician’s findings and options with prices.  My technician claims he sent Mrs. [redacted] an
email at that time and proceeded on with his day.  Hearing that Mrs. [redacted] called in multiple
times because she never received the option sheet is alarming to me.  During my discussion with Mrs. [redacted] I
offered my apologies for our inside team causing her to feel that she was
getting the “run around” and I assured her that I would do everything I could
to make it right for her.  Immediately
after speaking with Mrs. [redacted] I emailed her a revised proposal with pricing
and description of work suggested.  To this day I
have not heard back from Mrs. [redacted].  In
no way would we ever fail to send an option sheet to ensure the manufacturer
has a basis to deny warranty coverage if the unit fails as Mrs. [redacted] suggests.  Please let me know if you have any questions
or need any further documentation.