Responding to Mr. [redacted]s complaint
on Monday 5/20/14 I ([redacted]) Contacted Mr [redacted] and discussed his complaint with my company. On April 21 of 2014 we sent a technician to his residence where he said that when his A/C unit out sided would come on that the lights...
would go dim in is home. Our technician found that he had a faulty run capacitor and replaced it with a factory capacitor. The next phone call we had from him was several weeks later explaining that he had another company come out and they installed a non factory starting kit on his unit and he said that it fixed his problem. We found out that the so called company he was referring to was his son-in law that performs maintenance on the same type of equipment but is not in business for him self. At this time I explained to Mr. [redacted] that the part that was installed on his unit was not a factory part and it was only a temporary fix. I also explained to him that since he was dissatisfied with our service that we would return his money and the next time that he had a problem with his system to just call his son-in law to handle his problems. We have been in business for over 12 years and not once have we had a customer call the Revdex.com and make one complaint. I feel that this customer was using his son-in laws testimony to his money returned ( which it worked ) !
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10031679, and while it is full of untruths, I accept the resolution of a refund of the service call only. However, you should know that Mr [redacted] was very rude, aggressive, and unprofessional during his phone call. His childish, inaccurate and snide responses only further demonstrate his unprofessionalism. Mr [redacted] said he called me regarding the complaint on 20 May 2014. That is untrue. I can provide you with a copy of the refund check dated 16 May 14. He called me on the 15th of May 14 and not the 20th. My cell phone can verify that also.
Mr [redacted] then states that the first call he received from me was "several weeks later". Another untruth. He sent his tech out to my home on 21 April 14. I called in my complaint on 24 April 14. That is four days, not several weeks. When I received no response to my complaint, I filed the Revdex.com complaint on 30 April 14, as your records will show. That is only 9 days later, again, not several weeks.
Mr [redacted] said I told him that I had another "Company" look at the unit. Another untruth. I did not say that. I said I had another "technician" come out. Read my original complaint. Yes, he is my son-in-law. I did not call him first because I don't like to rely on relatives to do work for me. I would rather pay a "Professional" company to do it. Having said that, my son-in-law is responsible for the HVAC maintenance for all of AAFES on Ft Benning, GA. He is extremely qualified.
Mr [redacted] said that the other tech installed a "non factory starting kit". There is no such thing as a starting kit. It was merely a booster capacitor, used to help old compressors start. Yes, it is temporary, but it allowe time for me to order and receive a new unit, while still having A/C in the meantime. He also stated his tech replaced a bad capacitor. It was not bad. It was the compressor that was bad. I have since replaced the entire outside unit, and no, it was not Archie's Service Co that did the work.
Mr [redacted] did not tell me to call my son-in-law the next time I needed A/C work. Another untruth, future work never came up during the phone call. Mr [redacted] knows only too well that in a small rural community, word of mouth recommendations, good or bad, can make or break a local small business. However, he can rest assured that I will never bother him again. Neither will anyone else I know in this area.
Lastly, Mr [redacted] disparaged the fact I used my son-in-law to check his work. He should look at his own business, as it includes him, his wife and his father-in-law. Mr [redacted] needs to take a long, hard look inside himself, evaluate his lack of integrity and ethics, and don't take a complaint so personal. No one is perfect.
I thank the Revdex.com for helping resolve this issue. I do not expect nor desire a response from Mr [redacted].
Responding to Mr. [redacted]s complaint
on Monday 5/20/14 I ([redacted]) Contacted Mr [redacted] and discussed his complaint with my company. On April 21 of 2014 we sent a technician to his residence where he said that when his A/C unit out sided would come on that the lights...
would go dim in is home. Our technician found that he had a faulty run capacitor and replaced it with a factory capacitor. The next phone call we had from him was several weeks later explaining that he had another company come out and they installed a non factory starting kit on his unit and he said that it fixed his problem. We found out that the so called company he was referring to was his son-in law that performs maintenance on the same type of equipment but is not in business for him self. At this time I explained to Mr. [redacted] that the part that was installed on his unit was not a factory part and it was only a temporary fix. I also explained to him that since he was dissatisfied with our service that we would return his money and the next time that he had a problem with his system to just call his son-in law to handle his problems. We have been in business for over 12 years and not once have we had a customer call the Revdex.com and make one complaint. I feel that this customer was using his son-in laws testimony to his money returned ( which it worked ) !
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10031679, and while it is full of untruths, I accept the resolution of a refund of the service call only. However, you should know that Mr [redacted] was very rude, aggressive, and unprofessional during his phone call. His childish, inaccurate and snide responses only further demonstrate his unprofessionalism. Mr [redacted] said he called me regarding the complaint on 20 May 2014. That is untrue. I can provide you with a copy of the refund check dated 16 May 14. He called me on the 15th of May 14 and not the 20th. My cell phone can verify that also.
Mr [redacted] then states that the first call he received from me was "several weeks later". Another untruth. He sent his tech out to my home on 21 April 14. I called in my complaint on 24 April 14. That is four days, not several weeks. When I received no response to my complaint, I filed the Revdex.com complaint on 30 April 14, as your records will show. That is only 9 days later, again, not several weeks.
Mr [redacted] said I told him that I had another "Company" look at the unit. Another untruth. I did not say that. I said I had another "technician" come out. Read my original complaint. Yes, he is my son-in-law. I did not call him first because I don't like to rely on relatives to do work for me. I would rather pay a "Professional" company to do it. Having said that, my son-in-law is responsible for the HVAC maintenance for all of AAFES on Ft Benning, GA. He is extremely qualified.
Mr [redacted] said that the other tech installed a "non factory starting kit". There is no such thing as a starting kit. It was merely a booster capacitor, used to help old compressors start. Yes, it is temporary, but it allowe time for me to order and receive a new unit, while still having A/C in the meantime. He also stated his tech replaced a bad capacitor. It was not bad. It was the compressor that was bad. I have since replaced the entire outside unit, and no, it was not Archie's Service Co that did the work.
Mr [redacted] did not tell me to call my son-in-law the next time I needed A/C work. Another untruth, future work never came up during the phone call. Mr [redacted] knows only too well that in a small rural community, word of mouth recommendations, good or bad, can make or break a local small business. However, he can rest assured that I will never bother him again. Neither will anyone else I know in this area.
Lastly, Mr [redacted] disparaged the fact I used my son-in-law to check his work. He should look at his own business, as it includes him, his wife and his father-in-law. Mr [redacted] needs to take a long, hard look inside himself, evaluate his lack of integrity and ethics, and don't take a complaint so personal. No one is perfect.
I thank the Revdex.com for helping resolve this issue. I do not expect nor desire a response from Mr [redacted].
Regards,
[redacted]