Authorized Commercial Equipment Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I am very sorry the customer is disappointed in our performance, but honestly, he never followed our recommendations.  The customer would like a complete refund because we "did not correctly diagnose or fix the problem with the cooling unit to the wine cellar. Instead, they replaced a fan that...

may have not needed to be replaced".  If you read the attached invoice which the customer signed, our technician never misdiagnosed anything.  The fan clearly failed.  Wires were chewed up where they were physically separated, as well as holes in the crank case, and the customer saw this with his own eyes.  It is common to start with what you can visibly see is a known problem, especially as it is the lower cost solution as well, which it was in this case.  The tech warned the compressor may also be faulty, but at the time he couldn’t tell for sure.  The customer accepted the least costly path understanding the risk.  With respect to the attic and basement air conditioning systems, we recommended from the very beginning that they be replaced, which is what the customer elected to do with another firm who actually charged $2,000 more that our estimate, so I don’t understand why he felt our Comfort Specialist was “a shady used car salesman”.  Lance has been with Bell for 4 ½ years and I’m not aware of a single other complaint.  He’s a very knowledgeable and compassionate man who receives nothing but praise from his customers.  I’m grateful that he works for us.  He only cautioned the possible need to cut a hole in the attic because the existing unit was installed improperly.  He was simply informing the customer of the potential charge, as he should. In the end, we did what the customer asked us to do.  I’m sorry he’s upset and I truly wish we could have performed the entire project for him.  But I don’t believe any money is due back, much less the entire amount.  RJ is an excellent technician and as you can tell by his invoicing, his communication is incredible.  He was performing in the customer’s best interests every step of the way.  As a result, I don’t believe any refund is due to the customer. Greg P[redacted], President Bell Home Solutions

There was no complaint; not even any customer info.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I apologize greatly for the confusion on this order.  A refund should have been processed in October when the job was canceled.  The customer's card should never have been charged.  When the mistake was caught, Crystal did indeed process the refund timely, however, credit card...

companies often hold refunds for a week or more before clearing them.  They take our money instantly, but give it back slowly.  Because of the inconvenience this customer incurred, I also approved the refund of the $150, so the customer will pay nothing when all is said and done.  Please give the credit card company a week or so to process and feel free to call me directly if the transaction doesn't clear in a week or so. Greg P[redacted] PresidentBell Home Solutions

Initial Business Response /* (1000, 6, 2015/11/03) */
I have received the complaint from the Customer, via the Revdex.com.
I will authorize a refund check of $232.00 to be issued at the end of this week and mailed to the customer.
Initial Consumer Rebuttal /* (2000, 8,...

2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund check has been received - thank you!