The customer called us with humidity problems on 9/9/Agreed to an $drive up and diagnosisFound customer had (2) year old a/c systems that had not been maintainedTech also found water in drain pan which may have been causing humidity problemsRecommended preforming a standard one time clean and check on the systemsCustomer declined because of the costTech informed the customer about the DSS good sense plan which we sale for $per system and the second system would get a 10%discount, for a total cost of $The customer agreed to sign up for the DDS good Sense plan for both systemsThe DSS good sense plan gives the customer: a $ drive up compared to $89.00, a 20% discount on all parts and repairs, front of the line priority service during working hours, and complementary Maintenance Service checks per yearThe two complementary check ups are normally scheduled during working hours unless the customer has extenuating circumstancesWeekend and after hour call are reserved for emergency service onlyThe tech preformed the first complementary check up while at the customers house on 9/9/2016.( We waived the initial diagnosis of $89.00.) Everything seemed to go ok at that time We scheduled to perform the second complimentary check up on her two systems months later on Saturday 3/4/We agreed to do the check up on a Saturday to accommodate the customer, which is something we normally don't do for complementary maintenance checkups, do to the low margins and overtime is a killer, but we agreedSaturday rolled around and the weather was nasty and raining all dayWe never schedule Maintenance checks on days that are raining because the tech has to open up the system and put his gauges on the outdoor unit and there is a high risk of moisture getting in the system which is never goodDoesn't make sense to risk contaminating a customers system on a routine maintenance check upThe tech was waiting that morning to see if the weather would break but it was obvious that it was set inThe tech should had called the customer to inform her of the situation but he didn'tThe customer ended up calling us first which is never good wondering where the tech wasThen when she found out that we couldn't perform the maintenance due to the rain she got very upsetUnderstandable I do think the tech should have called the customer earlier that morning when it was apparent that the weather wasn't conducive for the check upBut I do think the customer over reacted to the situationI visited with my dispatcher about the situation and her conversations with the customer, and she said the customer was rude and talked down to her on the phone and made her feel very uncomfortableMy dispatcher has worked for us for many years and if very good at her job and is good at dealing with many different people and personality's and she always does what she can to accommodate our customersI then, researched the customers Google reviews online and I see that she has given many other companies poor reviews onlineI only saw one positive review out of many reviewsIt seems like a possible pattern to me? I'm thinking if she wants to cancel her DSS good sense plans, we should just go ahead and charge her for the original drive up and diagnosis at $ and level one prices at $for performing a maintenance check on two systemSo the total cost of the first service call should have been $That reflects the work that we have actually already performed for the customerI'm not sure we owe her anythingWe did offer to the customer to reschedule the second visit at her convenience but she refused and hung upSo from where I'm sitting she owes us $
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI understand how business work, not the world.Even-though the tank fell on top of me and rolled down and hit the groundThank you for solving the issue I have with Policy and Procedures
Regards,
*** ***
Please note: D’Spain Sales and Service is a well-respected and
successful business with 10,active customersThe company has a year
history of high quality services and installationsThis includes all our
divisions: HVAC, Electrical, and Water Well.Contrary to Mr***’
statement, he
was presented with a proposal and equipment selection sheet prior to our installers arriving to do the work as specifiedWe would never begin an installation without the verbal and/or written consent of the home
ownerThere were separate itemized contracts presented to Mr***
One document was our ‘in-house’ contractBecause of our affiliation with Home
Depot, there was also a separate, specific Home Depot contractUpon completion of the
installation, Mr*** was very satisfied with the installation and the sales
process. There were absolutely NO
complaints at this point. A few days after the installation, we received a call from Mr***He claimed he had researched
the equipment selection (as listed in our itemized proposal)He stated he
could purchase the equipment (installation not included) for 1/of the approved,
contracted priceHe wanted us to reduce the cost of his installation and provide
an itemized break down of our purchase costs and material marginsTypically, we
do not disclose this informationGiven the situation and in deference to the
customer, we presented Mr*** with estimated costs of materials and labor. In addition, we wrote Mr*** a check for $towards the installation
costWe also backed out the cost of the year extended parts & labor
warranty, as well as the cost of the year maintenance agreement for his
system We were very specific as
to how this would affect his warranties in the futureWe then presented Mr
*** a third revised contract with the new warranty information for his
review and useThe customer agreed to the revisionsWe moved forward thinking
the situation was resolved. In regards to using
different manufacturers, this is very typical for mobile home applicationsThere
are only companies providing the high static pressure duct systems for mobile
home applicationsThere are no other alternatives for this type of
applicationBecause of this, Coleman supplied the blower, Mortex provided the
coil, and Rheem furnished the ACThe year parts and labor warranty covers
this type of installation, which is why we offer the warranty on every
installationThe default warranty is for years on parts for the furnace,
years on the coil, and years on the condenser. We made certain Mr*** understood, and was
completely aware of what he was sacrificing with his $1,refund, exclusion
of the year extended warranty, and cancellation of the year maintenance
agreementMr*** agreed to these terms.Six months after the
installation, Mr*** decided he wanted the maintenance that he had
previously canceledAfter we reminded him that he had canceled this
service, he got belligerent with one of our customer service representatives
and began a second slanderous complaint against our company. *** *** recently took down his second
post about D’Spain Sales & ServiceThey determined the post was
slanderous and not at all relevant to the situation. One day after that post was taken down, Mr
*** contacted the Revdex.com in another effort to discredit our businessIn summary, we did present Mr*** with an itemized proposalWe did deliver on 100%
customer satisfaction before, during, and after the installation. We did recognize the customer had a price
sensitive issue and made every effort for resolutionWe wrote the customer a
$1,checkWe backed out the costs of the extended warranty and the cost of
the year maintenance package, as requested by Mr***We did not state
or imply we would perform scheduled maintenance, as Mr*** canceled that
serviceD’Spain Sales &
Service respectfully submits that we have done our due diligence and gone
‘above & beyond’ for Mr*** on all counts
The customer called us with humidity problems on 9/9/2016. Agreed to an $89.00 drive up and diagnosis. Found customer had (2) 14 year old a/c systems that had not been maintained. Tech also found water in drain pan which may have been causing humidity...
problems. Recommended preforming a standard one time clean and check on the systems. Customer declined because of the cost. Tech informed the customer about the DSS good sense plan which we sale for $179.00 per system and the second system would get a 10%discount, for a total cost of $322.20. The customer agreed to sign up for the DDS good Sense plan for both systems. The DSS good sense plan gives the customer: a $ 19.95 drive up compared to $89.00, a 20% discount on all parts and repairs, front of the line priority service during normal working hours, and 2 complementary Maintenance Service checks per year. The two complementary check ups are normally scheduled during normal working hours unless the customer has extenuating circumstances. Weekend and after hour call are reserved for emergency service only. The tech preformed the first complementary check up while at the customers house on 9/9/2016.( We waived the initial diagnosis of $89.00.) Everything seemed to go ok at that time. We scheduled to perform the second complimentary check up on her two systems 6 months later on Saturday 3/4/2017. We agreed to do the check up on a Saturday to accommodate the customer, which is something we normally don't do for complementary maintenance checkups, do to the low margins and overtime is a killer, but we agreed. Saturday rolled around and the weather was nasty and raining all day. We never schedule Maintenance checks on days that are raining because the tech has to open up the system and put his gauges on the outdoor unit and there is a high risk of moisture getting in the system which is never good. Doesn't make sense to risk contaminating a customers system on a routine maintenance check up. The tech was waiting that morning to see if the weather would break but it was obvious that it was set in. The tech should had called the customer to inform her of the situation but he didn't. The customer ended up calling us first which is never good wondering where the tech was. Then when she found out that we couldn't perform the maintenance due to the rain she got very upset. Understandable. I do think the tech should have called the customer earlier that morning when it was apparent that the weather wasn't conducive for the check up. But I do think the customer over reacted to the situation. I visited with my dispatcher about the situation and her conversations with the customer, and she said the customer was rude and talked down to her on the phone and made her feel very uncomfortable. My dispatcher has worked for us for many years and if very good at her job and is good at dealing with many different people and personality's and she always does what she can to accommodate our customers. I then, researched the customers Google reviews online and I see that she has given many other companies poor reviews online. I only saw one positive review out of many reviews. It seems like a possible pattern to me? I'm thinking if she wants to cancel her DSS good sense plans, we should just go ahead and charge her for the original drive up and diagnosis at $89 and 2 level one prices at $132 for performing a maintenance check on two system. So the total cost of the first service call should have been $353.00. That reflects the work that we have actually already performed for the customer. I'm not sure we owe her anything. We did offer to the customer to reschedule the second visit at her convenience but she refused and hung up. So from where I'm sitting she owes us $31.00.
We did install this water softener. The customer damaged it, and felt we should warranty a unit that they knocked over with an RV. We told the customer we would be willing to fix the issue, but it would not be under warranty because they knocked the unit over moving an RV. If this...
was a manufacturing or installation issue, we would gladly warranty both parts and labor in the first year. We did not take the softener off of her property because it does not belong to us, it was purchased by the home owner and taking it would force us to credit her money back to the installation. We will not credit this system in full for damages done by the homeowner, but WE WILL OFFER to make a repair to what was damaged at NO CHARGE. We feel this will be above and beyond what most companies would do. I can't buy a vehicle, back into a tree, then ask the dealer to take their car back. That is not how the world works.[redacted]
The customer called us with humidity problems on 9/9/Agreed to an $drive up and diagnosisFound customer had (2) year old a/c systems that had not been maintainedTech also found water in drain pan which may have been causing humidity problemsRecommended preforming a standard one time clean and check on the systemsCustomer declined because of the costTech informed the customer about the DSS good sense plan which we sale for $per system and the second system would get a 10%discount, for a total cost of $The customer agreed to sign up for the DDS good Sense plan for both systemsThe DSS good sense plan gives the customer: a $ drive up compared to $89.00, a 20% discount on all parts and repairs, front of the line priority service during working hours, and complementary Maintenance Service checks per yearThe two complementary check ups are normally scheduled during working hours unless the customer has extenuating circumstancesWeekend and after hour call are reserved for emergency service onlyThe tech preformed the first complementary check up while at the customers house on 9/9/2016.( We waived the initial diagnosis of $89.00.) Everything seemed to go ok at that time We scheduled to perform the second complimentary check up on her two systems months later on Saturday 3/4/We agreed to do the check up on a Saturday to accommodate the customer, which is something we normally don't do for complementary maintenance checkups, do to the low margins and overtime is a killer, but we agreedSaturday rolled around and the weather was nasty and raining all dayWe never schedule Maintenance checks on days that are raining because the tech has to open up the system and put his gauges on the outdoor unit and there is a high risk of moisture getting in the system which is never goodDoesn't make sense to risk contaminating a customers system on a routine maintenance check upThe tech was waiting that morning to see if the weather would break but it was obvious that it was set inThe tech should had called the customer to inform her of the situation but he didn'tThe customer ended up calling us first which is never good wondering where the tech wasThen when she found out that we couldn't perform the maintenance due to the rain she got very upsetUnderstandable I do think the tech should have called the customer earlier that morning when it was apparent that the weather wasn't conducive for the check upBut I do think the customer over reacted to the situationI visited with my dispatcher about the situation and her conversations with the customer, and she said the customer was rude and talked down to her on the phone and made her feel very uncomfortableMy dispatcher has worked for us for many years and if very good at her job and is good at dealing with many different people and personality's and she always does what she can to accommodate our customersI then, researched the customers Google reviews online and I see that she has given many other companies poor reviews onlineI only saw one positive review out of many reviewsIt seems like a possible pattern to me? I'm thinking if she wants to cancel her DSS good sense plans, we should just go ahead and charge her for the original drive up and diagnosis at $ and level one prices at $for performing a maintenance check on two systemSo the total cost of the first service call should have been $That reflects the work that we have actually already performed for the customerI'm not sure we owe her anythingWe did offer to the customer to reschedule the second visit at her convenience but she refused and hung upSo from where I'm sitting she owes us $
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI understand how business work, not the world.Even-though the tank fell on top of me and rolled down and hit the groundThank you for solving the issue I have with Policy and Procedures
Regards,
*** ***
Please note: D’Spain Sales and Service is a well-respected and
successful business with 10,active customersThe company has a year
history of high quality services and installationsThis includes all our
divisions: HVAC, Electrical, and Water Well.Contrary to Mr***’
statement, he
was presented with a proposal and equipment selection sheet prior to our installers arriving to do the work as specifiedWe would never begin an installation without the verbal and/or written consent of the home
ownerThere were separate itemized contracts presented to Mr***
One document was our ‘in-house’ contractBecause of our affiliation with Home
Depot, there was also a separate, specific Home Depot contractUpon completion of the
installation, Mr*** was very satisfied with the installation and the sales
process. There were absolutely NO
complaints at this point. A few days after the installation, we received a call from Mr***He claimed he had researched
the equipment selection (as listed in our itemized proposal)He stated he
could purchase the equipment (installation not included) for 1/of the approved,
contracted priceHe wanted us to reduce the cost of his installation and provide
an itemized break down of our purchase costs and material marginsTypically, we
do not disclose this informationGiven the situation and in deference to the
customer, we presented Mr*** with estimated costs of materials and labor. In addition, we wrote Mr*** a check for $towards the installation
costWe also backed out the cost of the year extended parts & labor
warranty, as well as the cost of the year maintenance agreement for his
system We were very specific as
to how this would affect his warranties in the futureWe then presented Mr
*** a third revised contract with the new warranty information for his
review and useThe customer agreed to the revisionsWe moved forward thinking
the situation was resolved. In regards to using
different manufacturers, this is very typical for mobile home applicationsThere
are only companies providing the high static pressure duct systems for mobile
home applicationsThere are no other alternatives for this type of
applicationBecause of this, Coleman supplied the blower, Mortex provided the
coil, and Rheem furnished the ACThe year parts and labor warranty covers
this type of installation, which is why we offer the warranty on every
installationThe default warranty is for years on parts for the furnace,
years on the coil, and years on the condenser. We made certain Mr*** understood, and was
completely aware of what he was sacrificing with his $1,refund, exclusion
of the year extended warranty, and cancellation of the year maintenance
agreementMr*** agreed to these terms.Six months after the
installation, Mr*** decided he wanted the maintenance that he had
previously canceledAfter we reminded him that he had canceled this
service, he got belligerent with one of our customer service representatives
and began a second slanderous complaint against our company. *** *** recently took down his second
post about D’Spain Sales & ServiceThey determined the post was
slanderous and not at all relevant to the situation. One day after that post was taken down, Mr
*** contacted the Revdex.com in another effort to discredit our businessIn summary, we did present Mr*** with an itemized proposalWe did deliver on 100%
customer satisfaction before, during, and after the installation. We did recognize the customer had a price
sensitive issue and made every effort for resolutionWe wrote the customer a
$1,checkWe backed out the costs of the extended warranty and the cost of
the year maintenance package, as requested by Mr***We did not state
or imply we would perform scheduled maintenance, as Mr*** canceled that
serviceD’Spain Sales &
Service respectfully submits that we have done our due diligence and gone
‘above & beyond’ for Mr*** on all counts
The customer called us with humidity problems on 9/9/2016. Agreed to an $89.00 drive up and diagnosis. Found customer had (2) 14 year old a/c systems that had not been maintained. Tech also found water in drain pan which may have been causing humidity...
problems. Recommended preforming a standard one time clean and check on the systems. Customer declined because of the cost. Tech informed the customer about the DSS good sense plan which we sale for $179.00 per system and the second system would get a 10%discount, for a total cost of $322.20. The customer agreed to sign up for the DDS good Sense plan for both systems. The DSS good sense plan gives the customer: a $ 19.95 drive up compared to $89.00, a 20% discount on all parts and repairs, front of the line priority service during normal working hours, and 2 complementary Maintenance Service checks per year. The two complementary check ups are normally scheduled during normal working hours unless the customer has extenuating circumstances. Weekend and after hour call are reserved for emergency service only. The tech preformed the first complementary check up while at the customers house on 9/9/2016.( We waived the initial diagnosis of $89.00.) Everything seemed to go ok at that time. We scheduled to perform the second complimentary check up on her two systems 6 months later on Saturday 3/4/2017. We agreed to do the check up on a Saturday to accommodate the customer, which is something we normally don't do for complementary maintenance checkups, do to the low margins and overtime is a killer, but we agreed. Saturday rolled around and the weather was nasty and raining all day. We never schedule Maintenance checks on days that are raining because the tech has to open up the system and put his gauges on the outdoor unit and there is a high risk of moisture getting in the system which is never good. Doesn't make sense to risk contaminating a customers system on a routine maintenance check up. The tech was waiting that morning to see if the weather would break but it was obvious that it was set in. The tech should had called the customer to inform her of the situation but he didn't. The customer ended up calling us first which is never good wondering where the tech was. Then when she found out that we couldn't perform the maintenance due to the rain she got very upset. Understandable. I do think the tech should have called the customer earlier that morning when it was apparent that the weather wasn't conducive for the check up. But I do think the customer over reacted to the situation. I visited with my dispatcher about the situation and her conversations with the customer, and she said the customer was rude and talked down to her on the phone and made her feel very uncomfortable. My dispatcher has worked for us for many years and if very good at her job and is good at dealing with many different people and personality's and she always does what she can to accommodate our customers. I then, researched the customers Google reviews online and I see that she has given many other companies poor reviews online. I only saw one positive review out of many reviews. It seems like a possible pattern to me? I'm thinking if she wants to cancel her DSS good sense plans, we should just go ahead and charge her for the original drive up and diagnosis at $89 and 2 level one prices at $132 for performing a maintenance check on two system. So the total cost of the first service call should have been $353.00. That reflects the work that we have actually already performed for the customer. I'm not sure we owe her anything. We did offer to the customer to reschedule the second visit at her convenience but she refused and hung up. So from where I'm sitting she owes us $31.00.
We did install this water softener. The customer damaged it, and felt we should warranty a unit that they knocked over with an RV. We told the customer we would be willing to fix the issue, but it would not be under warranty because they knocked the unit over moving an RV. If this...
was a manufacturing or installation issue, we would gladly warranty both parts and labor in the first year. We did not take the softener off of her property because it does not belong to us, it was purchased by the home owner and taking it would force us to credit her money back to the installation. We will not credit this system in full for damages done by the homeowner, but WE WILL OFFER to make a repair to what was damaged at NO CHARGE. We feel this will be above and beyond what most companies would do. I can't buy a vehicle, back into a tree, then ask the dealer to take their car back. That is not how the world works.[redacted]