Cannan Heating & Cooling

Dear Representative of Revdex.com: Re: Revdex.com complaint ID *** My name is *** ***I am the Owner of Cannan Heating and Cooling. You sent me a letter stating that you needed a reply within days dated Feb 2017. I received the letter today Feb2017. You sent it to
the wrong address and its delivery was delayed. The customer informed you with my correct address In response to paragraph 3, you do not have permission to edit my response. If this is not acceptable please dispose of this response. I received a call from the customer on August 2015. I made an appointment to service and repair the heat pump system they had. I serviced the system and made multiple repairs to correct installation mistakes made by the original installing company ( I did not install this system). I gave the customer an itemized bill describing in detail all parts with pricing and labor. The customer told me that they were satisfied with the work I completed. At that point the customer stated that they would like for me to work for them in the future. I told them that I would be glad to but because of the distance (hour round trip - which is difficult to charge for) any routine maintenance would have to be grouped with other customers while in their area. The customer received service and paid for the service. The customer stated that they were satisfied. A year and a half later the customer wants a refund. I don’t feel is reasonable. They are enjoying the fruits of my service and are better off for my efforts The customer stated that when they called that I was angry because he bothered me at a job. This is not true. I do not get angry with customers. I understand the frustrations that equipment maintenance can burden some customers with. My business relies on customer satisfaction. I am the owner. This is my policy. With me and my employees this is a priority. Sometimes when a customer calls I have my hands full and need to call them back. I think that this is difficult for some customers to understand. But I never get mad at customers. I made no commitment to the customer and they were not charged for anything in advanceTheir receipt itemizes all work and parts used on the service that day. Their receipt promises no future credits or service contracts I called the customer before I replied to your letter. I made an effort to understand what their complaint was. The best that I can gather is that they were upset that I haven’t been able make it to service their system. Again no complaints of past work completed. I repeated that I would be glad to when I was in the area. The customer is elderly and was very upset. I am extra sensitive not to agitate the mature customers any more than necessary. Sometimes I just can’t tell them what they want to hear. So I left it there. I am always open to resolve disputes with reasonable means. I do not think refunding monies for work satisfactorily completed a year and a half ago is reasonable *** *** Owner Cannan Heating and Cooling