Consumer sent the following update:I would like to stop all action on Bryan and Suns. The owner did contact us and at this time wants to solve this problem.we are in the process of this at this time. The complaint number is [redacted].Thank you for your time. But it is only fair to give them a chance to rectify this.[redacted]
Business faxed the following response. See attached.Business response copied and pasted below by Revdex.com staff 2/9/15.Dear Revdex.com, We are responding to complaint # [redacted]I was surprised to hear of Mr. [redacted]s' concerns. I was aware of their original no heat we responded toon January 27, 2015...
and the efforts to resolve them. Unfortunately, as heating systems age, they may fail and need repair as well as general maintenance. In this case, the techs had narrowed the cause ofthe control fuse to be in the original wiring and made a good faith effort to locate a difficult issue andrepair the problem. The work & charges so far incurred were necessary to isolate and narrow down thecause of their intermittent problem. I would like to add that our return visit on 1-29-2015 did not incurany charges and did restore full heat with no additional trouble at that time. All of our repair quotes are explained upfront and beforehand for approval. Mr [redacted] was charged forthe initial service diagnostic visit at the rate presented to him from the office staff prior to dispatching a tech. The tech made a proper diagnosis of a blown low volt fuse and explained in full the charges to test,locate and repair the short, if any, before commencing with procedures. He also explained additionalrepairs or charges could be needed but we would discuss before work is performed. While we did haveto charge for the initial service & short detections, no additional charges were assessed yet. if Mr.[redacted] was quoted any actual additional repairs it would be upfront and in writing. That had nota occurred according to our records.In the letter Mr. [redacted] said that l did not call him back when he called to talk to me. That is inaccuratebecause my records show I personally called him on Friday January 3rd and talked to him about hissystem. ln that phone conversation Mr. [redacted] told me that everything was working fine since we left. Iassured him if he had any problem it would be handled professionally and promptly. Had he said therewas any trouble l would have made the appropriate arraignments with him? Furthermore, I explained tohim to call if any other problem occurred and we would get to the bottom of it. As of early today, February 6, 2015, I have not received a call or report from the [redacted]s that any new or continuing problems existed. All work was provided in a workmanlike manner and with accepted industry practices. There is nothing that should be in question as to the systems integrity other than ifan intermittent condition still exists. As a result of this complaint, I have contacted Mr. [redacted] to not only ask if another or same problemhas occurred, but I will also offer him personal return visit by myself when l'm back in town the weekof February 16th as assurance that we always take care of our customers. in the meantime l will have mystaff contact him to assure he is not in need of any service immediately. This could have easily beenresolved if Mr. [redacted] would have simply explained his concerns to me when I returned his call and hestated everything was fine. While the charges of $355 for procedures already provided towards isolatingan intermittent problem cannot be refunded it goes without saying that the money paid so far would be applied toward a final solution if need be. Mr [redacted] explained to me today that the complaint was amistake and he was unaware the complaint was waged by his wife and should not have been and thathe would be contacting you.Lastly, is it is not uncommon with today's electronics and sophisticated equipment to come acrossintermittent electrical problems that can be costly to isolate and repair. We appreciate our customer'sp2.patience when these troubles occur and our company is committed to the best in service. Weresponded to each call from Mr. [redacted] without delay and was under the impression that we wereworking with him to resolve any other problem. In review, our staff & techs responded and performed ina timely fashion with concern for both the best interest of the customer and good business practices. Itis our hope that not only will his system continue to provide him with reliable service but the complaintwill be nullified or retracted rather than be considered valid, closed or resolved.Sincerely,[redacted]Bryan and Suns Heating and Air Conditioning, Inc.
Consumer states that the company resolved the complaint.
Consumer sent the following update:I would like to stop all action on Bryan and Suns. The owner did contact us and at this time wants to solve this problem.we are in the process of this at this time. The complaint number is [redacted].Thank you for your time. But it is only fair to give them a chance to rectify this.[redacted]
Business faxed the following response. See attached.Business response copied and pasted below by Revdex.com staff 2/9/15.Dear Revdex.com, We are responding to complaint # [redacted]I was surprised to hear of Mr. [redacted]s' concerns. I was aware of their original no heat we responded toon January 27, 2015...
and the efforts to resolve them. Unfortunately, as heating systems age, they may fail and need repair as well as general maintenance. In this case, the techs had narrowed the cause ofthe control fuse to be in the original wiring and made a good faith effort to locate a difficult issue andrepair the problem. The work & charges so far incurred were necessary to isolate and narrow down thecause of their intermittent problem. I would like to add that our return visit on 1-29-2015 did not incurany charges and did restore full heat with no additional trouble at that time. All of our repair quotes are explained upfront and beforehand for approval. Mr [redacted] was charged forthe initial service diagnostic visit at the rate presented to him from the office staff prior to dispatching a tech. The tech made a proper diagnosis of a blown low volt fuse and explained in full the charges to test,locate and repair the short, if any, before commencing with procedures. He also explained additionalrepairs or charges could be needed but we would discuss before work is performed. While we did haveto charge for the initial service & short detections, no additional charges were assessed yet. if Mr.[redacted] was quoted any actual additional repairs it would be upfront and in writing. That had nota occurred according to our records.In the letter Mr. [redacted] said that l did not call him back when he called to talk to me. That is inaccuratebecause my records show I personally called him on Friday January 3rd and talked to him about hissystem. ln that phone conversation Mr. [redacted] told me that everything was working fine since we left. Iassured him if he had any problem it would be handled professionally and promptly. Had he said therewas any trouble l would have made the appropriate arraignments with him? Furthermore, I explained tohim to call if any other problem occurred and we would get to the bottom of it. As of early today, February 6, 2015, I have not received a call or report from the [redacted]s that any new or continuing problems existed. All work was provided in a workmanlike manner and with accepted industry practices. There is nothing that should be in question as to the systems integrity other than ifan intermittent condition still exists. As a result of this complaint, I have contacted Mr. [redacted] to not only ask if another or same problemhas occurred, but I will also offer him personal return visit by myself when l'm back in town the weekof February 16th as assurance that we always take care of our customers. in the meantime l will have mystaff contact him to assure he is not in need of any service immediately. This could have easily beenresolved if Mr. [redacted] would have simply explained his concerns to me when I returned his call and hestated everything was fine. While the charges of $355 for procedures already provided towards isolatingan intermittent problem cannot be refunded it goes without saying that the money paid so far would be applied toward a final solution if need be. Mr [redacted] explained to me today that the complaint was amistake and he was unaware the complaint was waged by his wife and should not have been and thathe would be contacting you.Lastly, is it is not uncommon with today's electronics and sophisticated equipment to come acrossintermittent electrical problems that can be costly to isolate and repair. We appreciate our customer'sp2.patience when these troubles occur and our company is committed to the best in service. Weresponded to each call from Mr. [redacted] without delay and was under the impression that we wereworking with him to resolve any other problem. In review, our staff & techs responded and performed ina timely fashion with concern for both the best interest of the customer and good business practices. Itis our hope that not only will his system continue to provide him with reliable service but the complaintwill be nullified or retracted rather than be considered valid, closed or resolved.Sincerely,[redacted]Bryan and Suns Heating and Air Conditioning, Inc.