Byerley Contracting

Initial Business Response / [redacted] (1000, 6, 2015/09/24) */ Hello Mr [redacted] , We send our deepest apologies for this misunderstanding and thank you so much for taking time out of your day to speak with our Service Manager in regards to the miscommunicationI'm glad to hear that we were able to fully and better explain our procedures and policies to you; as well as being able to verify the different options we were providing to both you and your wifeWe like to make sure that our clients have all of the information needed to make a sound decision on what would be the best investment for themIf you choose us for any new equipment, we will be more than happy to honor the discounts offered to you Thank you again, Mr [redacted] Please let us know if there is anything further that we can do to assist you Make it a great day Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got to speak to the manager but I still find the prices very high and the process seems to take to long I consider this matter closed thank you Final Business Response / [redacted] (4000, 15, 2015/12/08) */ Hello Mr [redacted] , Thank you for taking the time out of your day to speak with our Concord General Manager in regards to your concernsFrom a previous conversation you had with one of our representatives, as well as information provided to the Revdex.com on 09/16/2015, you had stated that you did not want to continue service at your Concord locationWe do apologize if there was any change in that decision that was not communicated properly We do understand that our tenant and landlord guidelines are creating some difficulty with scheduling appointments for your rental home in Concord, where you ***-son currently residesOur General Manager has gone over these guidelines we have in an effort to protect our homeowners We send our apologies for any and all misunderstandings that have arisen from this situation and thank you again for all of your time and understanding in this matter Final Consumer Response / [redacted] (3000, 19, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will make it clearI never said I did not want service at my Concord HouseI chose not to pay for a service plan after Service Champions gave me a quote that was several thousand dollars over Service Masters, who were able to fix my AC issue in Brentwood in August-September of The Concord House was a new install by Service Champions in I had regular service for heating and AC.............at the Concord House The Revdex.com issue from Sep of was regarding the Brentwood House In November of my son tried to get the Heat checked in Concord and Service Champions said they would not do it because "they came to a collective agreement" not to service the property On XXXXXX I called Service Champions and was told to contact Revdex.com but I left a message for [redacted] via text at his request on XXXXXXThere was no response for the text, Then out of the blue I got a call from [redacted] on XXXXXXHe apologized and said he was sorry he said I guess we made a second mistakeThere was no need for any services and I said thank you and that was it The bottom line is Service Champions did a service call in August at my Brentwood house .............they said I needed a new AC unit and gave me a quote of $9500......I got a second opinion from Service Masters and that bid was less and their check of my unit was fixed for around $NO need for a new AC unit As far as I was concerned that was a done issue regarding my house in BrentwoodI spoke to [redacted] and it was left open in September that he would be willing to offer any service if it was needed in the future Then in November it got all messed up and the service was declined for my Concord houseThe best part was the same day I was told over the phone that they would not do the service, I got a card in the mail from Service Champions offering a special cleanup for their "valued customers" I don't think any of this would have been an issue if they would have done a proper diagnoses in my Brentwood houseInstead I was given a high quote ($9500)for an AC unit that was fixed by another company for $100..............I am $ahead at this point but I would have liked to never had been in this position in the first place Service Champion should check their records and see why a customer since was handled and punished for getting a second opinion.........on something they had the first chance to fix......The quick sales tactic needs to be evaluated and maybe try and fix problems and not oversell their products Thank you for your time

Tuesday, February 21, To Whom It May Concern, We are writing in regards to case ID of [redacted] As of today, we have spoken with [redacted] in regards to her dust concernsThe same day that she filed the concern, she did speak with two of our representatives; our Client Loyalty Supervisor and our Concord General ManagerOn this day, she was informed that we do not have the owners telephone number to provide to our clients but an email would be sent directly to his personal assistance for further assistance and review On [redacted] ***, our Concord General Manager reached out to [redacted] to discuss her dust concerns as well as to discuss her Title testing resultsOnce we were able to speak in more depth with [redacted] about her concerns, we agreed that providing her with Duct Cleaning, at no charge to her, would be the best option At this time, we have provided [redacted] with the duct cleaning she requested from a third-party company, Air TechWe also let [redacted] know that if there is anything further we can do to assist, she can contact either our Concord General Manager or our Client Loyalty Supervisor for further assistance Thank you for your time, Service Champions

Initial Business Response /* (1000, 5, 2015/10/28) */
Dear Mr***,
We sincerely apologize for the service that you have received, as well as any and all frustration you may have experienced At this time, we have been able to come out to your home to take a look at the unit, along with the
noise that the unit is creatingAt the appointment we did find the condenser is located outside of your window and the lineset runs through your room, causing some of the noise that you are referring to
In an effort to resolve the communication issues and lack of timely return calls from us, Brett Colvin was able to reduce some of the noise at no chargeNow, in order to earn future business and live up to our Top Rated Customer Service with your installation, we have extended the offer that you have accepted, of a complimentary noise coverIf the unit is still too noisy, we will be more than happy to extend an offer of a significantly reduced relocation offer for the unitWe would also like to extend to you a discounted maintenance plan, as the five years without Tune-ups is a factor in the noise we noticed on our service call on September 24,
Thank you for your time, patience, and understanding in this matterWe look forward to working with you in the future

Initial Business Response /* (1000, 5, 2015/12/21) */
Mr***,
Thank you for taking the time out of your day to speak with our General Manager, ***, of our Pleasanton centerAs discussed with ***, our technician stated at your November 28th appointment that the gas valve was bad and that
it needed to be replaced, which we proceeded to do so for you at a follow up appointment This gas valve is the reason why your home was not getting to the desired temperature within a reasonable time frame, as you had discussed with one of our phone representatives on November 27th We do understand that you feel that we are responsible for the gas valve not working, as the system was at least heating the home before we went to the home for the furnace tune up
We want to resolve this matter with you, regardless of who may be at faultThat being said, *** will refund all of the funds that you have paid for the gas valve repair as well as the tune up cost for any inconvenience we may have caused
Per the conversation with ***, you had stated that you were not satisfied with the full and complete refund and that you are requesting for us to provide you with an additional $We are respectfully declining the additional $that you are requesting, as we are already refunding the entire cost of the tune up ($78) as well as the gas valve repair ($652) totaling $being refunded to you
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/12/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was overly upset about the incidentHowever, I think, now I'm over it and I'm ok with refund of my money plus an apology
Merry ***tmas,
Cheers...*** ***

Wednesday, January 24,
To Whom It May Concern,
We are writing to you in regards to Complaint ID Our client, Mrs, ** ** ***, has filed a complaint stating that she has not been refunded for the repairs performed on her systemsThe amount the client is requesting to be refunded
is $
At this point in time, our Client Loyalty Supervisor has reached out to MrsBayless twice to speak with her in regards to the refund but has been unsuccessfulWe have also been unable to leave any messages as the client’s voicemail is full
After doing some research into the matter, we have been able to confirm that the MrsBayless has not yet received the $refund owed to herWe are looking into the matter to see exactly why she has not received that refund so we can ensure to apply any coaching’s necessaryIn the meantime, our Client Loyalty Supervisor has submitted the refund information due to the client to our accounting departmentThis refund will be processed back to the credit card that was used at the time of purchase (if our accounting department is not able to process the refund back to the credit card the refund will be provided to the client in the form of a check)The refund process does take between and business daysWe will also continue to reach out to MrsBayless to confirm the receipt of their $refund and to ensure that all of their other needs have been met
Make it a great day,
Service Champions

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, ** ** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe company went out of it's way to resolve the problem The Manager of the Concord office was terrific Although I could not complete the dust removal because of a potential asbestos problem, the Company could not have been nicer to keep their business promises I recommend this company highly.Sincerely, *** ***

*** *** *** ***
To Whom It May Concern,
At this time, Service Champions has spoken with Mr*** *** in regards to his concernsOur General Manager from our Concord center spoke with *** *** in regards to the rebates that are owed to himFrom this conversation, we were able
to get in contact with Bayren in regards to the refundThey have agreed to provide *** *** with the full qualified rebate
Along with providing *** *** with the assistance in getting him the rebates owed, we have also provided the necessary training to our Comfort Advisor on the importance of staying in contact with our clientsWe are taking the appropriate actions on our end to ensure that the Comfort Advisor returns our clients calls in timely manner to assist and address all of their needsThis will help to eliminate situations, such as this, from happening again in the future
At this time, we are considering this concern to be resolved and closedWe have also informed *** *** that if he has any further issues or concerns, he can contact our*** General Manager for further assistance
Thank you for your time,
Service Champions

Tuesday, February 21,
To Whom It May Concern,
We are writing in regards to case ID of ***
As of today, we have spoken with *** *** in regards to her dust concernsThe same day that she filed the concern, she did speak with two of our representatives; our Client Loyalty Supervisor
and our Concord General ManagerOn this day, she was informed that we do not have the owners telephone number to provide to our clients but an email would be sent directly to his personal assistance for further assistance and review
On *** *** ***, our Concord General Manager reached out to *** *** to discuss her dust concerns as well as to discuss her Title testing resultsOnce we were able to speak in more depth with *** *** about her concerns, we agreed that providing her with Duct Cleaning, at no charge to her, would be the best option
At this time, we have provided *** *** with the duct cleaning she requested from a third-party company, Air TechWe also let *** *** know that if there is anything further we can do to assist, she can contact either our Concord General Manager or our Client Loyalty Supervisor for further assistance
Thank you for your time,
Service Champions

Initial Business Response /* (1000, 6, 2015/09/24) */
Hello Mr[redacted],
We send our deepest apologies for this misunderstanding and thank you so much for taking time out of your day to speak with our Service Manager in regards to the miscommunicationI'm glad to hear that we were able to fully
and better explain our procedures and policies to you; as well as being able to verify the different options we were providing to both you and your wifeWe like to make sure that our clients have all of the information needed to make a sound decision on what would be the best investment for themIf you choose us for any new equipment, we will be more than happy to honor the discounts offered to you
Thank you again, Mr[redacted] Please let us know if there is anything further that we can do to assist you
Make it a great day
Initial Consumer Rebuttal /* (2000, 9, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got to speak to the manager but I still find the prices very high and the process seems to take to long
I consider this matter closed
thank you
Final Business Response /* (4000, 15, 2015/12/08) */
Hello Mr[redacted],
Thank you for taking the time out of your day to speak with our Concord General Manager in regards to your concernsFrom a previous conversation you had with one of our representatives, as well as information provided to the Revdex.com on 09/16/2015, you had stated that you did not want to continue service at your Concord locationWe do apologize if there was any change in that decision that was not communicated properly
We do understand that our tenant and landlord guidelines are creating some difficulty with scheduling appointments for your rental home in Concord, where you [redacted]-son currently residesOur General Manager has gone over these guidelines we have in an effort to protect our homeowners
We send our apologies for any and all misunderstandings that have arisen from this situation and thank you again for all of your time and understanding in this matter
Final Consumer Response /* (3000, 19, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will make it clearI never said I did not want service at my Concord HouseI chose not to pay for a service plan after Service Champions gave me a quote that was several thousand dollars over Service Masters, who were able to fix my AC issue in Brentwood in August-September of
The Concord House was a new install by Service Champions in I had regular service for heating and AC.............at the Concord House
The Revdex.com issue from Sep of was regarding the Brentwood House
In November of my son tried to get the Heat checked in Concord and Service Champions said they would not do it because "they came to a collective agreement" not to service the property
On XXXXXX I called Service Champions and was told to contact Revdex.com but I left a message for [redacted] via text at his request on XXXXXX There was no response for the text, Then out of the blue I got a call from [redacted] on XXXXXXHe apologized and said he was sorry he said I guess we made a second mistakeThere was no need for any services and I said thank you and that was it
The bottom line is Service Champions did a service call in August at my Brentwood house .............they said I needed a new AC unit and gave me a quote of $9500......I got a second opinion from Service Masters and that bid was less and their check of my unit was fixed for around $NO need for a new AC unit
As far as I was concerned that was a done issue regarding my house in BrentwoodI spoke to [redacted] and it was left open in September that he would be willing to offer any service if it was needed in the future
Then in November it got all messed up and the service was declined for my Concord houseThe best part was the same day I was told over the phone that they would not do the service, I got a card in the mail from Service Champions offering a special cleanup for their "valued customers"
I don't think any of this would have been an issue if they would have done a proper diagnoses in my Brentwood houseInstead I was given a high quote ($9500)for an AC unit that was fixed by another company for $100..............I am $ahead at this point but I would have liked to never had been in this position in the first place
Service Champion should check their records and see why a customer since was handled and punished for getting a second opinion.........on something they had the first chance to fix......The quick sales tactic needs to be evaluated and maybe try and fix problems and not oversell their products
Thank you for your time

Initial Business Response /* (1000, 12, 2015/07/29) */
2nd Response to Revdex.com (Not official response to client but information that we want you to review):
To Whom It May Concern,
We would like to provide you with the following information regarding the concern that has been filed from Mr. [redacted]...

[redacted], case # XXXXXXXX.
On June 9, 2015 we received a telephone call asking us to come out to their home to take a look at their air conditioner; the unit was not turning on. We scheduled an appointment with the client for June 18th with an arrival window between the hours of 11am and 3pm. Client called in on June 12th and asked us if we could look at the Furnace instead of the air conditioner since they were able to get the air conditioner to work but their furnace was now making a high pitched noise. We did call and confirm the appointment with the client to ensure that he would be there
The day of the appointment, we dispatched out technician to Mr. [redacted]'s home. When our technician arrived at the home, the client was not there. Our technician waited for a bit at the home with the clients' son. The client did not show up so we had to move our technician along to the next call
That same night, Mr. [redacted] called our call center and stated that he had another company out to his home previously. The other company informed him of a certain part that needed to be replaced. He informed our call center agent that he wanted us to order the part he needed and then come out to his home to replace it. He was getting very irate and upset when our representative informed him that we would need to get him set up with another diagnostic appointment so we could be sure that what the prior company had told him was true and accurate. At some point in the conversation, he began to demand to speak directly to a supervisor. One of our supervisors stepped in to speak with him. However, Mr. [redacted] would only shout, curse, interrupt, and speak over our supervisor, resulting in her inability to properly assist him. Mr. [redacted] stated to our supervisor that he did not want to speak to her again and then proceeded to hang up on our supervisor while she was attempting to assist him with his concerns and getting him rescheduled.
Two (2) days later, Mr. [redacted] had provided us with an unfavorable survey about our company. Stating, "It took 10 days to schedule an appointment" and "(he) did not receive a courtesy call and left the home to pick up (his) son at 2:45 pm that day". The day that we received the survey email was on a Saturday and the representative that handles these items, who is also the supervisor he spoke with, does not work on the weekends. She had one of our other supervisors reach out to the client to resolve the concern.
On June 23rd, one of our other supervisors reached out to the client and was able to, what we had thought at the time, a resolution for the situation by getting him rescheduled with an appointment to have one of our technicians come out to the home to look over the unit and provide repair options and pricing. We also provided the client with a $50 gift card that he could use towards the repair work.
We sent our technician to the clients' home on June 25th with an arrival window of 2 pm - 6 pm. When our technician arrived at our clients' home, the client began to get very irate. While our technician was explaining the situation to the client, Mr. [redacted] began turning bright red in anger and shaking his fists while swearing towards our technician. Our technician was being verbally threatened by Mr. [redacted] and was making him feel very uncomfortable and on guard. Mr. [redacted] got uncomfortably close to our technician, and appeared to be in a fighting stance, ready to swing, so our technician backed away from the client. Here is a copy of our technicians notes from that appointment, "Variable speed motor is in the process of failing. Client is very upset with our labor only pricing. Will be following up with client when I have a delivery time for a new variable speed motor if they decide to go through us. husband has colorful language."
July 8th our supervisor reached out to our technician to see if Mr. [redacted] was going to be moving forward with the repair work and was informed that the client had chosen not to move forward with the repair work. Our supervisor then called Mr. [redacted] and left a voicemail to see if there was anything further we could do to assist them or provide them with any further assistance. - We had not heard anything from Mr. [redacted] until we received the letter from the Revdex.com.
Since receiving the letter from Revdex.com, we have reached out to the client to try and resolve the situation. We explained to Mr. [redacted] that we do not charge by the hour. We only charge by the job type. We have also informed them that we were not and are not charging for the part, as it is covered under their part warranty. The labor warranty expired on December 13, 2013 so we will have to charge the client for the labor. We have also informed Mr. [redacted] that we have discounted the price for labor to replace the part to $187.
We called Mr. [redacted] on July 23rd and left a message stating that we have ordered the part for them and will be providing a telephone call to him once we receive the part. We have not heard from the client again at this time. But will be in contact with them to make sure that all of Mr. [redacted]' concerns are being addressed and taken care of.
Initial Consumer Rebuttal /* (3000, 15, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the comment Mr. [redacted] got uncomfortably close to our technician, and appeared to be in a fighting stance, ready to swing, so our technician backed away from the client. Mr [redacted] never threaten the technician other than to voice his dissatisfaction with the labor charge quote. Mr. [redacted] is in agreement with the new labor charge of $187.00.
Final Business Response /* (4000, 18, 2015/08/10) */
We stand by our First response.
Final Consumer Response /* (4200, 22, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with nor will I ever recommend this business.

Initial Business Response /* (1000, 6, 2015/09/24) */
Hello Mr. [redacted],
We send our deepest apologies for this misunderstanding and thank you so much for taking time out of your day to speak with our Service Manager in regards to the miscommunication. I'm glad to hear that we were able to fully...

and better explain our procedures and policies to you; as well as being able to verify the different options we were providing to both you and your wife. We like to make sure that our clients have all of the information needed to make a sound decision on what would be the best investment for them. If you choose us for any new equipment, we will be more than happy to honor the discounts offered to you
Thank you again, Mr. [redacted]. Please let us know if there is anything further that we can do to assist you.
Make it a great day.
Initial Consumer Rebuttal /* (2000, 9, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got to speak to the manager but I still find the prices very high and the process seems to take to long.
I consider this matter closed.
thank you
Final Business Response /* (4000, 15, 2015/12/08) */
Hello Mr. [redacted],
Thank you for taking the time out of your day to speak with our Concord General Manager in regards to your concerns. From a previous conversation you had with one of our representatives, as well as information provided to the Revdex.com on 09/16/2015, you had stated that you did not want to continue service at your Concord location. We do apologize if there was any change in that decision that was not communicated properly.
We do understand that our tenant and landlord guidelines are creating some difficulty with scheduling appointments for your rental home in Concord, where you [redacted]-son currently resides. Our General Manager has gone over these guidelines we have in an effort to protect our homeowners.
We send our apologies for any and all misunderstandings that have arisen from this situation and thank you again for all of your time and understanding in this matter.
Final Consumer Response /* (3000, 19, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will make it clear. I never said I did not want service at my Concord House. I chose not to pay for a service plan after Service Champions gave me a quote that was several thousand dollars over Service Masters, who were able to fix my AC issue in Brentwood in August-September of 2015
The Concord House was a new install by Service Champions in 2008. I had regular service for heating and AC.............at the Concord House.
The Revdex.com issue from Sep of 2015 was regarding the Brentwood House.
In November of 2015 my son tried to get the Heat checked in Concord and Service Champions said they would not do it because "they came to a collective agreement" not to service the property.
On XXXXXX I called Service Champions and was told to contact Revdex.com but I left a message for [redacted] via text at his request on XXXXXX. There was no response for the text, Then out of the blue I got a call from [redacted] on XXXXXX. He apologized and said he was sorry he said I guess we made a second mistake. There was no need for any services and I said thank you and that was it.
The bottom line is Service Champions did a service call in August at my Brentwood house .............they said I needed a new AC unit and gave me a quote of $9500......I got a second opinion from Service Masters and that bid was 3000 less and their check of my unit was fixed for around $100. NO need for a new AC unit.
As far as I was concerned that was a done issue regarding my house in Brentwood. I spoke to [redacted] and it was left open in September that he would be willing to offer any service if it was needed in the future
Then in November it got all messed up and the service was declined for my Concord house. The best part was the same day I was told over the phone that they would not do the service, I got a card in the mail from Service Champions offering a special cleanup for their "valued customers"..................
I don't think any of this would have been an issue if they would have done a proper diagnoses in my Brentwood house. Instead I was given a high quote ($9500)for an AC unit that was fixed by another company for $100..............I am $9400 ahead at this point but I would have liked to never had been in this position in the first place.
Service Champion should check their records and see why a customer since 2008 was handled and punished for getting a second opinion.........on something they had the first chance to fix......The quick sales tactic needs to be evaluated and maybe try and fix problems and not oversell their products.....
Thank you for your time

[redacted]
 
To Whom It May Concern,
At this time, Service Champions has spoken with Mr. [redacted] in regards to his concerns. Our General Manager from our Concord center spoke with [redacted] in regards to the rebates that are owed to him. From this conversation, we were able...

to get in contact with Bayren in regards to the refund. They have agreed to provide [redacted] with the full qualified rebate.
Along with providing [redacted] with the assistance in getting him the rebates owed, we have also provided the necessary training to our Comfort Advisor on the importance of staying in contact with our clients. We are taking the appropriate actions on our end to ensure that the Comfort Advisor returns our clients calls in timely manner to assist and address all of their needs. This will help to eliminate situations, such as this, from happening again in the future.
At this time, we are considering this concern to be resolved and closed. We have also informed [redacted] that if he has any further issues or concerns, he can contact our[redacted] General Manager for further assistance.
Thank you for your time,
Service Champions

Initial Business Response /* (1000, 5, 2015/10/28) */
Dear Mr. [redacted],
We sincerely apologize for the service that you have received, as well as any and all frustration you may have experienced. At this time, we have been able to come out to your home to take a look at the unit, along with the...

noise that the unit is creating. At the appointment we did find the condenser is located outside of your window and the lineset runs through your room, causing some of the noise that you are referring to.
In an effort to resolve the communication issues and lack of timely return calls from us, Brett Colvin was able to reduce some of the noise at no charge. Now, in order to earn future business and live up to our Top Rated Customer Service with your installation, we have extended the offer that you have accepted, of a complimentary noise cover. If the unit is still too noisy, we will be more than happy to extend an offer of a significantly reduced relocation offer for the unit. We would also like to extend to you a discounted maintenance plan, as the five years without Tune-ups is a factor in the noise we noticed on our service call on September 24, 2015.
Thank you for your time, patience, and understanding in this matter. We look forward to working with you in the future.

Tuesday, February 21, 2017
To Whom It May Concern,
We are writing in regards to case ID of [redacted].
As of today, we have spoken with [redacted] in regards to her dust concerns. The same day that she filed the concern, she did speak with two of our representatives; our Client Loyalty Supervisor...

and our Concord General Manager. On this day, she was informed that we do not have the owners telephone number to provide to our clients but an email would be sent directly to his personal assistance for further assistance and review.
On [redacted], our Concord General Manager reached out to [redacted] to discuss her dust concerns as well as to discuss her Title 24 testing results. Once we were able to speak in more depth with [redacted] about her concerns, we agreed that providing her with Duct Cleaning, at no charge to her, would be the best option.
At this time, we have provided [redacted] with the duct cleaning she requested from a third-party company, Air Tech. We also let [redacted] know that if there is anything further we can do to assist, she can contact either our Concord General Manager or our Client Loyalty Supervisor for further assistance.
Thank you for your time,
 
Service Champions

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. The company went out of it's way to resolve the problem.  The Manager of the Concord office was terrific.  Although I could not complete the dust removal because of  a potential asbestos problem, the Company could not have been nicer to keep their business promises.  I recommend this company highly.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/21) */
Mr. [redacted],
Thank you for taking the time out of your day to speak with our General Manager, [redacted], of our Pleasanton center. As discussed with [redacted], our technician stated at your November 28th appointment that the gas valve was bad and that...

it needed to be replaced, which we proceeded to do so for you at a follow up appointment. This gas valve is the reason why your home was not getting to the desired temperature within a reasonable time frame, as you had discussed with one of our phone representatives on November 27th. We do understand that you feel that we are responsible for the gas valve not working, as the system was at least heating the home before we went to the home for the furnace tune up.
We want to resolve this matter with you, regardless of who may be at fault. That being said, [redacted] will refund all of the funds that you have paid for the gas valve repair as well as the tune up cost for any inconvenience we may have caused.
Per the conversation with [redacted], you had stated that you were not satisfied with the full and complete refund and that you are requesting for us to provide you with an additional $500. We are respectfully declining the additional $500 that you are requesting, as we are already refunding the entire cost of the tune up ($78) as well as the gas valve repair ($652) totaling $730 being refunded to you.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 7, 2015/12/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was overly upset about the incident. However, I think, now I'm over it and I'm ok with refund of my money plus an apology.
Merry [redacted]tmas,
Cheers...[redacted]