Revdex.com Case #*** - James River Air Conditioning Co., Inc.*** ***, We are in the process of contacting client to send a senior manager over to inspect the heat exchanger for a crack Once inspected, we will be refunding the maintence fees requested Thank you, ***
***Assistant to *** ***James River Air Conditioning
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I want a third party to inspect my heat exchanger, not James River. I propose that the Revdex.com choose the contractor to inspect my heat exchanger
Regards,
*** ***
This is Hugh J[redacted] the owner of the company. We are in receipt of your Revdex.com complaint #[redacted]. I have asked my staff to pull all records on the call and the quote for review. We have a very precise protocol in place on heat exchanger cracks and work VERY hard to make...
sure we are correct when we make a diagnostic of this type. Our protocol is to verify these issues with 2 parties. We would NEVER condemn a system that was not in need of it. I have attached a file photo of the crack detected. From the picture it appears pretty serious to me. I believe our technician Sarah and supervisor Bryan worked with your wife and they are both wonderful honest people and I cannot imagine them ever willfully and intentionally fabricating this problem. As for the business, my dad started the company 50 years ago and we built it on integrity and the Golden rule. I am an Eagle scout and deeply involved in the day to day operations and we would NEVER knowingly and fraudulently condemn a system. Have we made mistakes, certainly, we always make them right as we would if we found out that has happened here. We are humans and we are not perfect but we certainly work for 100 percent perfection on matters like this. At this point I am willing to look at any and all pathways to bring this matter to a mutually beneficial closure. I would like to suggest the following action plan: -Let’s review data-Have my service manager verify crack and this picture-review current furnace status-discuss next actions Again, we will work with you in any way possible to resolve this matter.
I have left client several messages. The last call I made I ask him to talk to his wife and see if they could get back to me with a settlement that would work.
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that: I am satisfied with the response in that the company came out and verified what the issue is. What I remain dissatisfied with is how they went about it. They were able to verify the issue within minutes, and described the problem as easy to diagnose and common in older units. What they didnt attempt to explain is why it took two previous technicians a total of 1 hour to misdiagnose on the first visit and then 2.5 hours to diagnose on the second visit, something that is "simple to diagnose". Additionally, rather than offer to repair the unit, and repair the customer business relationship Tom requested that all customer relationship ties be cut and that I simply not call upon their business again and find someone else to make the repairs, now that I the customer knew what the problem was. I personally feel like a lot of time was spent by the company angrily justifying their employees work rather than addressing the real need to repair the system and to interact with the customer in a way the promoted a future relationship. And being that such was the case rather than cap uncapped wires, they were left open and described as acceptable, rather than neaten work, it was analyzed and pushed back to its location, described as satisfactory. And rather than offer a solution satisfactory to the customer the business' response was take your money back and don't ask for our help. Maybe from surprise, disbelief and shock at their choice of actions I was left somewhat speechless and agreed that this was likely the best solution. I don't recall every being treated this way by a company and I guess its to my benefit to not deal with the likes of them again. I can get back to you at: [redacted]
Regards,Hilton
[redacted]
Revdex.com Case #*** - James River Air Conditioning Co., Inc.*** ***, We are in the process of contacting client to send a senior manager over to inspect the heat exchanger for a crack Once inspected, we will be refunding the maintence fees requested Thank you, ***
***Assistant to *** ***James River Air Conditioning
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I want a third party to inspect my heat exchanger, not James River. I propose that the Revdex.com choose the contractor to inspect my heat exchanger
Regards,
*** ***
This is Hugh J[redacted] the owner of the company. We are in receipt of your Revdex.com complaint #[redacted]. I have asked my staff to pull all records on the call and the quote for review. We have a very precise protocol in place on heat exchanger cracks and work VERY hard to make...
sure we are correct when we make a diagnostic of this type. Our protocol is to verify these issues with 2 parties. We would NEVER condemn a system that was not in need of it. I have attached a file photo of the crack detected. From the picture it appears pretty serious to me. I believe our technician Sarah and supervisor Bryan worked with your wife and they are both wonderful honest people and I cannot imagine them ever willfully and intentionally fabricating this problem. As for the business, my dad started the company 50 years ago and we built it on integrity and the Golden rule. I am an Eagle scout and deeply involved in the day to day operations and we would NEVER knowingly and fraudulently condemn a system. Have we made mistakes, certainly, we always make them right as we would if we found out that has happened here. We are humans and we are not perfect but we certainly work for 100 percent perfection on matters like this. At this point I am willing to look at any and all pathways to bring this matter to a mutually beneficial closure. I would like to suggest the following action plan: -Let’s review data-Have my service manager verify crack and this picture-review current furnace status-discuss next actions Again, we will work with you in any way possible to resolve this matter.
I have left client several messages. The last call I made I ask him to talk to his wife and see if they could get back to me with a settlement that would work.
I wish to have my complaint to reflect "satisfied" thanks
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that: I am satisfied with the response in that the company came out and verified what the issue is. What I remain dissatisfied with is how they went about it. They were able to verify the issue within minutes, and described the problem as easy to diagnose and common in older units. What they didnt attempt to explain is why it took two previous technicians a total of 1 hour to misdiagnose on the first visit and then 2.5 hours to diagnose on the second visit, something that is "simple to diagnose". Additionally, rather than offer to repair the unit, and repair the customer business relationship Tom requested that all customer relationship ties be cut and that I simply not call upon their business again and find someone else to make the repairs, now that I the customer knew what the problem was. I personally feel like a lot of time was spent by the company angrily justifying their employees work rather than addressing the real need to repair the system and to interact with the customer in a way the promoted a future relationship. And being that such was the case rather than cap uncapped wires, they were left open and described as acceptable, rather than neaten work, it was analyzed and pushed back to its location, described as satisfactory. And rather than offer a solution satisfactory to the customer the business' response was take your money back and don't ask for our help. Maybe from surprise, disbelief and shock at their choice of actions I was left somewhat speechless and agreed that this was likely the best solution. I don't recall every being treated this way by a company and I guess its to my benefit to not deal with the likes of them again. I can get back to you at: [redacted]
Regards,Hilton
[redacted]