CB Mechanical, LLC

Initial Business Response /* (1000, 5, 2014/06/03) */
This is a difficult customer. It started when the husband insisted that we move his condenser for free. All of the homes were designed identically and it would have been quite difficult to rerun linesets, etc., and it would have been a...

billable service. The builder must have explained that moving the condenser was not possible. We did hear from the builder that he, too, has had much difficulty with this customer. Then there was a blower issue. Our worker went there to fix this blower and saw the drapes move, but no one answered the door. Our worker waited until the husband got home only to find the wife was there and, evidently, refused to answer the door. There are five homes in this development. All homeowners were contacted regarding AC installation. Our worker was able to install all ACs except for this one. Our worker waited until 5:30 but no one showed up. We waited to hear back from this homeowner which we did. A second attempt to install the AC was made. Again, our worker waited until 5:30 and no one showed up,and, again, the drapes were seen moving as if someone was home. We did hear back from them again on May 30th. Unfortunately our entire crew was needed in North Dakota for this week. It was explained to the husband that we would not be able to hook up the AC until Monday, June 9th. He was not agreeable to that, and just wanted to argue about something that there was no control over. We are prepared to install this AC on Monday, June 9th between 9am and 5pm. There will be no exceptions given the history with this difficult customer. If anyone should be getting an apology, it is the person who tried to work with this difficult customer on the phone.

Initial Business Response /* (1000, 5, 2014/09/03) */
Waiting for response to email to avoid public embarrassment of the complainant. If no response to email is received by tomorrow, then my public response will be made.