Britt Air LLC

This customer has always been quite difficult to work withShe has a very demanding schedule, and scheduling her annual service (which her contract entitles her to twice per year) is always quite challengingThis year, we added a few Saturdays to our maintenance scheduleThis customer was called twice, once on April 25, and for the second time on May 1, (voice mails were left both times requesting a call back), in an attempt to not only get her on the maintenance schedule, but to offer her one of our few available Saturday appointments in hopes of accommodating her demanding schedule as best we couldThe customer chose to wait weeks to return our calls, at which point our schedule had been filled, and we were in the process of setting aside more days for maintenance appointmentsWhen I explained this to the customer, she became irate, her attitude became rude and hostile, and she demanded an appointment be made immediately, a request that I simply couldn't fulfillI told her I'd be in touch as soon as I had more availabilityShe chose to continually call my office (after waiting weeks to return my call for scheduling), berate my office staff, and make unrealistic demandsFollowing this display of less than courteous behavior, we chose to terminate our service contract with herShe had told me over the phone that she was unhappy with our service and our timelines, and I told her I would be happy to terminate her contract so she may employ another HVAC company that might better meet her needsI sent her a written letter explaining that her contract with us was terminated (it is stated in our contract that we have the right to terminate the contract at any time), why we chose to terminate the contract, and we enclosed a prorated refund check, since she had paid for the month of May and only was in contract for a portion of that monthFollowing the receipt of this correspondence she made it a point to leave menacing voice mails making numerous threats against our businessWe no longer wish to work with this customer, we refunded her for the portion of the month she had paid for during which we would no longer service herShe has made it abundantly clear that she does not wish to work with us, and this whole complaint by her is nothing more than an act of retribution because she did not get what she wanted right when she wanted itWe have honored her contract in its entirety, we have taken the necessary steps to end this business relationship, and we hope this is the end of our correspondence with her

Complaint: [redacted]
I am rejecting this response because:In dispute of the business’s response to my complaint: “This customer has always been quite difficult to work with. She has a very demanding schedule, and scheduling her annual service (which her contract entitles her to twice per year) is always quite challenging.”  I have been a customer for twenty years. Their protocol has changed in recent years. They used to have early morning options but have since eliminated these. “The customer chose to wait 2 weeks to return our calls, at which point our schedule had been filled, and we were in the process of setting aside more days for maintenance appointments. When I explained this to the customer, she became irate, her attitude became rude and hostile, and she demanded an appointment be made immediately, a request that I simply couldn't fulfill.” This is not an accurate account of the two conversations I had with her. She offered me a date at the end of June. I asked if there were any dates that were available sooner. She told me rather abruptly that nothing else was available. I asked if [redacted]the owner) could call me since we had done business for many years. She told me that [redacted] was her father and, in so many words, he would side with her.” “I told her I'd be in touch as soon as I had more availability. She chose to continually call my office (after waiting 2 weeks to return my call for scheduling), berate my office staff, and make unrealistic demands.” When I didn’t hear from the owner after two days, I contacted her again. At that time, she told me that there were no additional appointments and she was waiting to get additional appointments from [redacted] I repeated my request to have him contact me. I’m not sure how asking to speak to the owner or requesting a service I had paid for is unrealistic. In addition, this individual was quite rude and as a paying customer, I was deeply offended. While I challenged her repeated assertions, at no time did I personally attack her or use inappropriate language. Following this display of less than courteous behavior, we chose to terminate our service contract with her. She had told me over the phone that she was unhappy with our service and our timelines, and I told her I would be happy to terminate her contract….” I was very clear that I expected to get the service I had paid for in the contract prior to termination. At this point, I am not interested in continuing a relationship with the company but do expect a refund of the cost of the spring maintenance which I did not receive. “…sent her a written letter explaining that her contract with us was terminated (it is stated in our contract that we have the right to terminate the contract at any time), why we chose to terminate the contract, and we enclosed a prorated refund check, since she had paid for the month of May and only was in contract for a portion of that month.” My contract includes service twice a year for a $37 monthly payment. I am only asking for a reimbursement for the cost of the service that I did not receive. The check they sent me was for $15. “Following the receipt of this correspondence she made it a point to leave 3 menacing voice mails making numerous threats against our business.” I was, frankly, shocked by the letter signed by the owner. “Menacing” is a gross exaggeration. In the first message, I indicated that I was disturbed by the letter I received. In the second, I indicated that if I did not hear from [redacted] by Monday, that I would report the incident to the Revdex.com. A short time later after giving thought to the demeanor of the office person and realizing that since she his daughter, I would not get anywhere with my complaint. “We no longer wish to work with this customer, we refunded her for the portion of the month she had paid for during which we would no longer service her. She has made it abundantly clear that she does not wish to work with us, and this whole complaint by her is nothing more than an act of retribution because she did not get what she wanted right when she wanted it.” Asking to have service on my air conditioner serviced by the end of June is not exactly “getting what I want right when she wanted it”. If that were the case, I would have wanted it much sooner. I made it abundantly clear that I wanted the service I had paid for and would likely then cancel my contract. “We have honored her contract in its entirety, we have taken the necessary steps to end this business relationship, and we hope this is the end of our correspondence with her.” Terminating the contract just as the second of two services is due, is not honoring the contract in its entirety.
Sincerely,
[redacted]

This customer has always been quite difficult to work with. She has a very demanding schedule, and scheduling her annual service (which her contract entitles her to twice per year) is always quite challenging. This year, we added a few Saturdays to our maintenance schedule. This customer was called...

twice, once on April 25, 2017 and for the second time on May 1, 2017 (voice mails were left both times requesting a call back), in an attempt to not only get her on the maintenance schedule, but to offer her one of our few available Saturday appointments in hopes of accommodating her demanding schedule as best we could. The customer chose to wait 2 weeks to return our calls, at which point our schedule had been filled, and we were in the process of setting aside more days for maintenance appointments. When I explained this to the customer, she became irate, her attitude became rude and hostile, and she demanded an appointment be made immediately, a request that I simply couldn't fulfill. I told her I'd be in touch as soon as I had more availability. She chose to continually call my office (after waiting 2 weeks to return my call for scheduling), berate my office staff, and make unrealistic demands. Following this display of less than courteous behavior, we chose to terminate our service contract with her. She had told me over the phone that she was unhappy with our service and our timelines, and I told her I would be happy to terminate her contract so she may employ another HVAC company that might better meet her needs. I sent her a written letter explaining that her contract with us was terminated (it is stated in our contract that we have the right to terminate the contract at any time), why we chose to terminate the contract, and we enclosed a prorated refund check, since she had paid for the month of May and only was in contract for a portion of that month. Following the receipt of this correspondence she made it a point to leave 3 menacing voice mails making numerous threats against our business. We no longer wish to work with this customer, we refunded her for the portion of the month she had paid for during which we would no longer service her. She has made it abundantly clear that she does not wish to work with us, and this whole complaint by her is nothing more than an act of retribution because she did not get what she wanted right when she wanted it. We have honored her contract in its entirety, we have taken the necessary steps to end this business relationship, and we hope this is the end of our correspondence with her.