Bennett Heating & A/C, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The contract was not the issueWe accepted that we lost our money and to be honest, if the owner had just expressed in a kind way that her hands were tied due to the contract we signed, we would have been completely fine with thatThe issue was that the woman who owns the company hung up on both of us, spoke to my wife in a very disrespectful way, and texted threats to both of usI can provide screenshots for these threats if the Revdex.com wishes to see themShe texted me (I did not text her first, I was going to drop the whole thing at that point and brush it off) saying she knew people in my family that she was going to talk to about us and that she would poorly review my wife's tattoos (even though she has never gotten a tattoo from my wife or been in her shop)I told the owner after she had said the threats that it was no way to run a business and she had told me that until I run a business I have no idea what I'm talking aboutVery rude the entire time we dealt with herI don't really care if she has a million people praising her name and her business, that is no way to talk to a customer who experienced an issueAfter we complained and told her about the rough time we were having in our lives, only then did she offer another animalAt that point we no longer wanted anything to do with her business and denied itI do admit I was a little short with her on the phone, but only because my wife had called me crying because of the way she was treated on the phoneThis is unacceptable in my opinion
Regards,
*** ***

December 15, 2017In response to *** and *** ***'s complaint, ID #***, we maintain these factsOn November 22, *** ***, and only *** ***, signed an adoption contract to adopt a dachshund named DeanShe had met Dean prior to this date, where she then submitted an
application to adopt himIn the contact, which we have attached, the very first item states that for a refund the dog must be returned within three (3) daysNot only did Mrs*** sign the contract, she also initialed the line where it states the refund policyNo one at our facility is authorized to state anything other than what the contract statesAlso, included in the contract it mentions several times that we do not guarantee the temperament or behavior of the dog, We can only represent how they behave at our facilityDean was readopted a couple days after he was returned and he is doing just fine in his new home, with no issues whatsoeverWhen she contacted us concerned with his behaviors, we advised that we do have a behavior consultant at our facility that we would be more than willing to do a training session in their homeWe also realize that not every dog is a fit for every home, and offered the opportunity to return the dog at that timeThat was within the refund time frame and they would have received a refund promptlyThey decided to try to make it work, without benefit of training, and ended up returning him outside of the refund policyWe still at that time offered that while they could not receive a cash refund, we would still let them look for another dog that may be a better fitUnfortunately, they were unhappy with that and still felt that the contract that *** signed meant nothing and they should receive a refundIn their complaint they state that this violation of their contract is their fault by not reading the fine print, but you can clearly see by looking at the contract that it is not fine print but it is the first thing listed in the contract and she also initialed next to itShe also states that there are a lot of bad reviews about our trainer online, which we feel is defamatoryWe did our own search online and found some negative reviews that took place before we purchased the business in If you look at the reviews, aside from theirs, on our Facebook page..you will find that we have 98% positive reviews for the rescue and for our trainerThe responses that she received to her complaint on Facebook were not by our friends, but by people who have adopted from usWe tried everything we could do, inside the scope of our contract, with Mrs*** and unfortunately could not satisfy herThey were very unhappy about the refund policy and went online posting bad reviews everywhere, yet neglecting to state that she signed and initialed a legal binding contractWe apologize for their unhappiness and wish we could've matched them with another dogIf needed, we can supply professional references from many upstanding veterinarians, trainers, rescues and adopters in the areaWe adopt out over dogs a year and rarely have anyone unsatisfiedPlease contact us at (***Sincerely,Kristi P***, Business ManagerSouth Hills Pet Rescue and Rehabilitation Resort