B Dry Moisture Control

[redacted] , Good Morning, MrM [redacted] and I have received your message about the complaint submitted to you by [redacted] I spoke to [redacted] on Monday (6/29) after the incident on Friday and Saturday He did send an email (6/27) to MrM [redacted] and it was forwarded to me as this is my department that he had a complaint about I also told [redacted] that MrM [redacted] received the email and was sent to me because this was my department He describe to me what happened and I spoke to all parties involved to investigate the story After speaking to the plumbers out at the house we determined to refund the cost of the service call he spent ($39) on Friday and apologized for the experience he had and assured him that this is not the way we do business I also wrote a letter and I sent it to him on 7/ When I emailed this to him I did misspell the email address therefore it delayed the response and I resent it telling him on (7/9) and showing him that I sent it to a wrong email address I also have attached the letter we sent for you to review what we found and what we were going to doIf you have any questions please do not hesitate to call me ThanksTodd L [redacted] Residential Operations Manager, Service Specialties, Inc

On November 6, we received a complaint from our customer [redacted] regarding services rendered on October 27th and November 2nd On October we responded to a call that [redacted] had no heat and upon arrival Chris Leach our senior service technician of years found that the thermostat was turned off so the system would not run and found that once he turned the system on he noticed the thermostat was off a few degrees and therefore may turning the system off prematurely Chris recommended he replace the thermostatHe gave [redacted] a price to replace the thermostat and [redacted] declined [redacted] decided to purchase his own thermostat online and install it himself The thermostat [redacted] bought did not work and he then went to [redacted] and bought another thermostat which also did not work[redacted] called us back because he still had no heat and we responded on Monday, November 2, and Patrick another senior service technician found that the inducer motor was bad and had a loose connection According to Patrick Mr Benning came downstairs to see what was happening and seen there was a wire that came in front of the inducer motor and appeared that someone had put tape around it as to repair it Patrick says he wasn’t sure why it was like that and [redacted] assumes it was “RIGGED” this way by SSI He gave [redacted] the service agreement price to replace the inducer motor (which is a 20% discount off our COD rates) and call me to ask about any additional money off because of the issue he was having So we gave him another 10% off the COD price The COD price $and we sold it to him at $ Patrick ordered the motor and we installed it on November 5, 2015.On November 6, we received the complaint from Mr Benning and we contacted him to discuss the issue and I listened to what Mr Benning had to say and the experience he had with us and told him that I would speak to Patrick and Chris about this and call him back that afternoon I also ask [redacted] what he would like for us to do and he told me he did not know After speaking to Patrick and Chris I called [redacted] back to discuss my findings and offer a resolution While speaking to Mr Benning I was apologizing to him about the service he perceived as terrible and agreed that we could have done a better job and apologized to him regarding Chris attitude that [redacted] believed to be argumentative I assured him that Chris is not like that and that Chris has been in his home before servicing his system and he has never had a problem with him in the past and that there has not been any issues in the past years and that we were sorry for this current experience I told him that every time we came out to do his inspection on his system that the system is running fine and performing as expected I assured him that Chris did not do anything to his system and that Chris has been employed with SSI for years and we have never had any problems with Chris our complaints of wrong doing That I stood behind Chris that Chris is an honest technician At this time Mr Benning cut me off and started to yell at me over the phone telling me that I am taking the “Company Line” on this and was not willing to offer any after he has spent $on a system that he felt he did not have to spend I told [redacted] I was willing to make an offer to him but he cut me off and started yelling at me He became very belligerent and cursing over the phone and calling our technician’s foul names At this point I told [redacted] that I was not willing to work with him now since he was talking to me this way and he hung up on meI was willing to give him money back for the cost of the thermostats but he told me he returned one of them and decided to keep the other We were also willing to extend his service agreement 1-years at no charge ($Value) but he cut me off and started yelling at me and using foul language and did not let me finish speaking It was also asked in my first conversation with [redacted] what he would like us to do and he told me that I was the manager for me to tell him I tried It did get to a point that he could not speak to me as a human being and talk this out that he had to resort to foul language and became belligerent to me and accuse our company and technicians as thief’s and accuses Chris as rigging his system

On February 21, our office received a survey from *** *** *** regarding a recent service we provided him on December 27, During this service call *** *** had asked our technician about some dust he had been seeing on his surfaces around his home Our technician had then
recommended that he have his ducts cleaned and he agreed to have this service done at the cost of $ Our technician scheduled the service to be done on December 30, I reached out to *** *** on the day we received the survey: “Good Morning, I am sorry to hear that you had a bad experience and was not satisfied with the service provided to you I understand that the Chris had you set up for a duct cleaning and it appears you had this done and was not satisfied by the work If I may could you let me know what it was that you were not satisfied with It appears that you believe that it was not dirty enough to be cleaned Did Chris show you the duct work while he was there? Did the duct cleaners indicate how dirty it was or was not? I would like to talk to you about it as we take your feedback very seriously and we are always looking for ways to improve Please let me know when may be a good time to call you.”Later in the day *** *** replied he can send me pictures and that Chris did not show him anything and said it just needs to be cleaned I had not received any pictures and did not have any request from *** *** to refund him any money The next communication I got from *** *** was on Wednesday, March 1, asking for the first time if we would reimburse him for the mistake we had made *** *** reached out again on March 2, and stated that he strongly believed that our guy made a mistake that costed him $and that if we want to correct it we need to reimburse him the cost and to let him know before he made his next step I then replied, that he had mentioned to me that he had pictures and asked him again to send them to me and that I would appreciate it In the end, I have asked for information that he was willing to give and have been waiting on *** *** asked us about the dust in his home and we recommended what he can do to help control this We also had recommended and air purifier as well to help in which he made the decision not to do Due to the fact that I have asked for the pictures that he says he can send and we have not received I do not understand why he waited days to let us know that he was not happy *** *** states in his complaint that he has asked for a refund and has never heard back which is false In fact his request for a refund was on March 1st In which I replied I would like to have the pictures he says he has As of today we are still in communication with each other trying to resolve this matter After speaking with MrM***, the owner we have decided that we are going to refund the money paid for the duct cleaning ($395) and the money he paid for his membership ($169) and go our separate ways.ThanksTodd L***Operations ManagerService Specialties, Inc

On November 6, 2015 we received a complaint from our
customer [redacted] regarding services rendered on October 27th and November 2nd.  On October
27 we responded to a call that [redacted] had no heat and upon arrival Chris
Leach our senior service technician of 20 years found that the...

thermostat was
turned off so the system would not run and found that once he turned the system
on he noticed the thermostat was off a few degrees and therefore may turning
the system off prematurely.  Chris
recommended he replace the thermostat. He gave [redacted] a price to replace
the thermostat and [redacted] declined.  
[redacted] decided to purchase his own thermostat online and install it
himself.  The thermostat [redacted]
bought did not work and he then went to [redacted] and bought another
thermostat which also did not work.[redacted] called us back because he still had no heat and
we responded on Monday, November 2, 2015 and Patrick another senior service
technician found that the inducer motor was bad and had a loose
connection.  According to Patrick Mr.
Benning came downstairs to see what was happening and seen there was a wire
that came in front of the inducer motor and appeared that someone had put tape
around it as to repair it.  Patrick says
he wasn’t sure why it was like that and [redacted] assumes it was “RIGGED”
this way by SSI.   He gave [redacted] the service agreement
price to replace the inducer motor (which is a 20% discount off our COD rates)
and call me to ask about any additional money off because of the issue he was
having.  So we gave him another 10% off
the COD price.  The COD price $644 and we
sold it to him at $487.80.  Patrick
ordered the motor and we installed it on November 5, 2015.On November 6, 2015 we received the complaint from Mr.
Benning and we contacted him to discuss the issue and I listened to what Mr.
Benning had to say and the experience he had with us and told him that I would
speak to Patrick and Chris about this and call him back that afternoon.   I also ask [redacted] what he would like for
us to do and he told me he did not know. 
 After speaking to Patrick and
Chris I called [redacted] back to discuss my findings and offer a
resolution.  While speaking to Mr.
Benning I was apologizing to him about the service he perceived as terrible and
agreed that we could have done a better job and apologized to him regarding
Chris attitude that [redacted] believed to be argumentative.  I assured him that Chris is not like that and
that Chris has been in his home before servicing his system and he has never
had a problem with him in the past and that there has not been any issues in
the past 4 years and that we were sorry for this current experience.  I told him that every time we came out to do
his inspection on his system that the system is running fine and performing as
expected I assured him that Chris did not do anything to his system and that
Chris has been employed with SSI for 20 years and we have never had any
problems with Chris our complaints of wrong doing.  That I stood behind Chris that Chris is an
honest technician.  At this time Mr.
Benning cut me off and started to yell at me over the phone telling me that I
am taking the “Company Line” on this and was not willing to offer any after he
has spent $800 on a system that he felt he did not have to spend.  I told [redacted] I was willing to make an
offer to him but he cut me off and started yelling at me.  He became very belligerent and cursing over
the phone and calling our technician’s foul names.  At this point I told [redacted] that I was
not willing to work with him now since he was talking to me this way and he
hung up on me. I was willing to give him money back for the cost of the
thermostats but he told me he returned one of them and decided to keep the
other.  We were also willing to extend
his service agreement 1-2 years at no charge ($636.00 Value) but he cut me off
and started yelling at me and using foul language and did not let me finish
speaking.  It was also asked in my first
conversation with [redacted] what he would like us to do and he told me that I
was the manager for me to tell him.  I
tried.  It did get to a point that he could not speak to me as a
human being and talk this out that he had to resort to foul language and became
belligerent to me and accuse our company and technicians as thief’s and accuses
Chris as rigging his system.

[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 [redacted], and find that this resolution is satisfactory to me.  Juts to correct what the manager said, Todd, he was very slow in responding to my request to send me the report about the survey they did. Until now, I really do not have their report.. I have the evidence that the cleaning was not necessary, but I chose not to send him the pictures because he did not respond to me in timely manner and I felt they would misuse the evidence because they we re not honest from the start. I will never use their services again, and I would not recommend any one to.Regards,
[redacted]

[redacted], Good Morning, Mr. M[redacted] and I have received your message about the complaint submitted to you by [redacted].  I spoke to [redacted] on Monday (6/29) after the incident on Friday and Saturday.  He did send an email (6/27) to Mr. M[redacted] and it was forwarded to me as...

this is my department that he had a complaint about.  I also told [redacted] that Mr. M[redacted] received the email and was sent to me because this was my department.  He describe to me what happened and I spoke to all parties involved to investigate the story.  After speaking to the plumbers out at the house we determined to refund the cost of the service call he spent ($39) on Friday and apologized for the experience he had and assured him that this is not the way we do business.  I also wrote a letter and I sent it to him on 7/2.  When I emailed this to him I did misspell the email address therefore it delayed the response and I resent it telling him on (7/9) and showing him that I sent it to a wrong email address.  I also have attached the letter we sent for you to review what we found and what we were going to do. If you have any questions please do not hesitate to call me.   ThanksTodd L[redacted]Residential Operations Manager, Service Specialties, Inc