Boy's Mechanical, Inc.

[A default letter is provided here which indicates your acceptance of ArbitrationIf 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 .***,and find that arbitration is necessarySincerely,*** ***

Sales Manager Andrew *** spoke to Ms*** on on Thursday, August 18thMs*** explained that Airtech had done service that was not up to satisfactory standards, and that she had had to bring another company out to complete the repairsShe also claimed that her home had been damaged by a
floodShe speculated that there was a cause and effect relationship between the Airtech service and the damage to her home, but when Mr*** questioned her about the correlation, Ms*** admitted that she could say only that the service and the flood happened in close chronological proximity. Mr*** offered to send the owner of the company to MsLou's home in order to inspect the damageMs*** accepted the offer, and the owner visited her home on Wednesday, August 24thDuring that visit, the owner, Jeren ***, established that Ms*** had chosen to buy her own parts and install them herself, rather than have our professional technicians install themWhen she installed them incorrectly, the damage ensuedMr*** therefore informed Ms*** that Airtech was not liable for any of the damage and would not compensate her for her damage. If you have any questions, please contact Andrew *** at a***@thecomfortsquad.comSincerely,Andrew ***

Initial Business Response /* (1000, 8, 2014/07/25) */
This is the letter we sent to ***
First, I just want to thank you for bringing your recent experience to my attentionAs the General Manager of Airtech Heating & Cooling, it is my job to ensure that not only are all of our
customers satisfied with the services we have provided, this includes exceptional service from both our office staff and our field technicians, but it is also my job to ensure every one of my employees are doing everything in their power to ensure high levels of customer satisfaction consistently occur
Based on your recent experience, I am ashamed to admit that I have not lived up to my end of the bargainEven though our technicians may have continuously provided great service, this is only one half of the overall equationAnd to my dismay, my office staff seems to have failed you on multiple occasions
The first of which was the failure to pull the proper permits needed for the work we performed at your home, and secondly, and equally as important, was the way in which my office staff handled this problematic incident thereafter
From your reaction, I can only imagine how disappointed you are in our services, and while I will be the first to admit that there is no excuse for these failures, I can assure you that I have, and continue to do everything in my power to rectify my teams previous mistakes
As I am sure you heard from ***, we once retained an employee that mishandled and neglected various aspects of her positionAnd even though she is no longer employed, it has been very challenging to clean up this former employees mistakesI know my office team and I have been tirelessly working to remedy this past negligence, and even though our efforts are great, sporadic instances (such as the experience you have encountered) resurface before they are brought to my attention
It is my firm belief that ***'s frustrations regarding this former employees inaptitude, came to a boiling point, and as a result she inappropriately projected her frustrations at you and into the conversation you had with herWhile this in no way excuses my inability to prevent your unsatisfactory experience, or in no way excuses the way *** interacted and mishandled the situation, it may shed a small amount of light on the reasons behind your recent Airtech experience
As General Manager, it is my ultimate goal to ensure you are satisfied, and while your most recent experience with Airtech greatly hinders this goal, I still believe we can come to an amicable solution, one that will rightful amend our past mistakes
Moving forward, I first want to ensure you are aware that I have taken harsh disciplinary action against the offending employee in questionI can assure you that she now understands how she mishandled the situationSecondly, even though my office staff has in fact scheduled the necessary inspections, and pulled the proper permits, I still feel that you are in some respects unsatisfied with out companyI could suggest what I believe may resolve the situation, but before I do this, I would like to make a small request of youIf you could please respond with your suggestions, steps you think we could take that would help you feel better satisfied overall, I would greatly appreciate thatOnce I graciously receive your ideas, I will feel more confident in my ability to correctly rectify and resolve this situation
>
We are waiting to hear back from herWe also sent a customer complaint form that we have requested she fill out, which will document her concerns and detail what she feels we can do to resolve the issueWe are waiting for a response back from her still las of 7/25/
If she doesn't return this soon, we will reach out to her by phone and resolve the issue at that time
We are extremely confident we can come to an agreement, and ensure at the end of the day, that she will be 100% satisfiedEven if this means we must refund a part of her purchase, or simply remove our products from her home and refund her entire purchase priceWe are committed to resolving the issue in a fair, respectful, and timely manner

Revdex.com:
I have reviewed the response made by the consumer in reference to complaint ID .***, and find that arbitration is necessary.
Airtech claims that we installed a new AC unit in May of On August 18, 2016, the customer, Ms***, claimed that the service was not satisfactoryShe subsequently brought in another company to complete repairsOn August 24, 2016, the owner of Airtech visited Ms***'s home and established that she had purchased her own parts and installed them rather than have our technicians install themThe parts were installed incorrectly, and that is when the damage was caused. Airtech seeks relief from any further responsibility in this matter. Andrew ***Sales Manager/Office ManagerAIRTECH HEATING & COOLING*** *** ***
*** ***South St Paul, MN 55075Office###-###-####www.thecomfortsquad.com

This issue has been addresses and customer has received refund of