Cassel Home Comfort Heating and Cooling

Initial Business Response /* (1000, 10, 2016/04/21) */
Contact Name and Title: [redacted], GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@casselhomecomfort.com
Hi [redacted] - I know you have spoken on the phone about this situation with our owner, [redacted], and we would love to do what we...

can to remedy any miscommunication. Our Project Manager does not diagnose system issues and would not have known if the heat exchanger was cracked. As a result, he cannot recommend specific repairs which is why our technician came out to take a look. Our technician did find an issue that needed repairing and I understand you opted to not fix it through us which is completely your choice. Our quotes are no obligation, as well as our repairs. We also have a policy of "Happy Today, or You Don't Pay" If we would have performed the repair and you were still unhappy then you would not owe a dime. My understanding is that you had your other HVAC company, [redacted] come to fix the wire and that they were going to refund your $90 per your comments. Regardless of whether or not they have done so, we would be happy to pay you the $90 you paid to [redacted] It is always our goal to prolong the life of your system as long as possible prior to needing a replacement. We have many customers that have gotten our letter, purchased their system with that special and are very satisfied. We ask for them to complete surveys regarding their experience and I would be happy to show them to you at any time. Please contact our office at XXX-XXX-XXXX to let us know where to send your check for $90.
Sincerely -
[redacted], General Mangaer