Mr [redacted] ,We apologize again for the delay in response to your complaint as well as for the lack of satisfactory communication priorWe had been under the impression that while you were unhappy about the coil, there had been an understanding reached that the weekend service call, labor, and replacement of your VisionPro thermostat would be at no charge to you as restitution for the damage to your coilIn our experience equipment can operate appropriately with said minor damage, and since yours had done so for the previous eight years we mistakenly assumed this was the situationWe do understand your frustration and will be happy to replace your coil to your satisfaction at no charge to youWe will in that case, however, need to charge you for the weekend service call ($149.95), the additional labor on said weekend as well as picking up and replacing the thermostat (hours at $per hour), as well as the new VisionPro thermostat ($310) for a total of $These are our ratesAgain, we apologize for not having communicated adequately with you and for the damage to your coil, and we hope to retain you as a customer moving forward should you be inclinedWe will be happy to move forward in whichever way you choose, and if you prefer to have the coil replaced rather than to be compensated by the other work performed, then we will get that coil ordered in and replaced immediately upon receiptWe would be happy to discuss the options if you wish Sincerely, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 provided the replacement coil is the same oem part factory new with year Goodman warranty and no additional charges for this replacement Regards, [redacted]
We have received the customer's complaint and take these matters seriouslyAt this time, the "owner's son" referenced in the complaint is out of town until Tuesday July 5th and we wish to address the complaint details with everyone personally present before we respond officially to Mr ***We
do not wish to wait any longer than necessary, and wanted to communicate to Mr *** that we will address the compaint promptly once all parties are presentWe sincerely apologize for the delay and will be in touch again at the beginning of the week (which begins Tuesday July 5th due to the holiday)
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 provided the replacement coil is the same oem part factory new with 10 year Goodman warranty and no additional charges for this replacement.
Regards,
[redacted]
Mr [redacted],We apologize again for the delay in response to your complaint as well as for the lack of satisfactory communication prior. We had been under the impression that while you were unhappy about the coil, there had been an understanding reached that the weekend service call, labor, and replacement of your VisionPro thermostat would be at no charge to you as restitution for the damage to your coil. In our experience equipment can operate appropriately with said minor damage, and since yours had done so for the previous eight years we mistakenly assumed this was the situation. We do understand your frustration and will be happy to replace your coil to your satisfaction at no charge to you. We will in that case, however, need to charge you for the weekend service call ($149.95), the additional labor on said weekend as well as picking up and replacing the thermostat (2.5 hours at $90 per hour), as well as the new VisionPro thermostat ($310) for a total of $684.95. These are our normal rates. Again, we apologize for not having communicated adequately with you and for the damage to your coil, and we hope to retain you as a customer moving forward should you be inclined. We will be happy to move forward in whichever way you choose, and if you prefer to have the coil replaced rather than to be compensated by the other work performed, then we will get that coil ordered in and replaced immediately upon receipt. We would be happy to discuss the options if you wish. Sincerely,[redacted]
Mr [redacted] ,We apologize again for the delay in response to your complaint as well as for the lack of satisfactory communication priorWe had been under the impression that while you were unhappy about the coil, there had been an understanding reached that the weekend service call, labor, and replacement of your VisionPro thermostat would be at no charge to you as restitution for the damage to your coilIn our experience equipment can operate appropriately with said minor damage, and since yours had done so for the previous eight years we mistakenly assumed this was the situationWe do understand your frustration and will be happy to replace your coil to your satisfaction at no charge to youWe will in that case, however, need to charge you for the weekend service call ($149.95), the additional labor on said weekend as well as picking up and replacing the thermostat (hours at $per hour), as well as the new VisionPro thermostat ($310) for a total of $These are our ratesAgain, we apologize for not having communicated adequately with you and for the damage to your coil, and we hope to retain you as a customer moving forward should you be inclinedWe will be happy to move forward in whichever way you choose, and if you prefer to have the coil replaced rather than to be compensated by the other work performed, then we will get that coil ordered in and replaced immediately upon receiptWe would be happy to discuss the options if you wish Sincerely, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 provided the replacement coil is the same oem part factory new with year Goodman warranty and no additional charges for this replacement Regards, [redacted]
We have received the customer's complaint and take these matters seriouslyAt this time, the "owner's son" referenced in the complaint is out of town until Tuesday July 5th and we wish to address the complaint details with everyone personally present before we respond officially to Mr ***We
do not wish to wait any longer than necessary, and wanted to communicate to Mr *** that we will address the compaint promptly once all parties are presentWe sincerely apologize for the delay and will be in touch again at the beginning of the week (which begins Tuesday July 5th due to the holiday)
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 provided the replacement coil is the same oem part factory new with 10 year Goodman warranty and no additional charges for this replacement.
Regards,
[redacted]
Mr [redacted],We apologize again for the delay in response to your complaint as well as for the lack of satisfactory communication prior. We had been under the impression that while you were unhappy about the coil, there had been an understanding reached that the weekend service call, labor, and replacement of your VisionPro thermostat would be at no charge to you as restitution for the damage to your coil. In our experience equipment can operate appropriately with said minor damage, and since yours had done so for the previous eight years we mistakenly assumed this was the situation. We do understand your frustration and will be happy to replace your coil to your satisfaction at no charge to you. We will in that case, however, need to charge you for the weekend service call ($149.95), the additional labor on said weekend as well as picking up and replacing the thermostat (2.5 hours at $90 per hour), as well as the new VisionPro thermostat ($310) for a total of $684.95. These are our normal rates. Again, we apologize for not having communicated adequately with you and for the damage to your coil, and we hope to retain you as a customer moving forward should you be inclined. We will be happy to move forward in whichever way you choose, and if you prefer to have the coil replaced rather than to be compensated by the other work performed, then we will get that coil ordered in and replaced immediately upon receipt. We would be happy to discuss the options if you wish. Sincerely,[redacted]