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Claiborne Refrigeration Reviews (1)

July 10, 2014
       Revdex.com
       7007 Jefferson St. NE, Suite A
       Albuquerque, NM 87109
       RE; Complaint ID#[redacted]
     ...

 Dear Sir/Madam,
       I am in receipt of the complaint you received on our company. I must admit, I am totally shocked by it. I 
       have pulled all the records from the day we took the service request until the day we billed it. This is a 
       first time customer according to our records. We took a service call from this customer on June 19, 
       2014 and scheduled him for Monday June 23. Normally when people call in for service, especially new
       customers, they ask us our rates to which we reply that it is $75.00 per hour with a minimum of an hour, 
       plus a $3.00 fuel surcharge, plus parts and tax. Our rates do not seem to be the issue here but rather a
       complaint regarding pricing out the invoice in the office when our service tech turned it in for billing. If a 
       customer has an issue signing the invoice as proof the work was performed, without prices on the 
       Invoice, all they have to do Is tell the technician. The technician then calls the office for prices and 
       completes the invoice and collects for the invoice on a C.0.0. basis.
       In this case, our tech checked out the unit and diagnosed the problem. He noticed that the unit did not 
       appear to be very old, so he took it upon himself to call the local a/c distributor that sells that brand of
       equipment to see if the parts that were defective happened to be in warranty. May I point out that this 
       customer stated that we are not upright, honest, or trustworthy. We did not sell this piece of 
       equipment or install it. We had no warranty obligation to this customer. If we were not a trustworthy, 
       honest, and a company with integrity, we would have replaced his parts at retail pricing and made a 
       profit on those parts. We chose to go above and beyond, call to see if his unit had a parts warranty still
       In effect, order them, pay the distributor for them, and file a warranty claim for reimbursement all of 
       which we had no obligation to do, As I stated, we did not sell him this equipment so we had no 
       obligation to get his parts covered under warranter.
    He is also stating that we altered the invoice without his permission. The only thing we altered on his 
    invoice was writing in the words "warranty" next to the parts we did not charge him for and writing in 
    the prices of the other items not covered by the parts warranty on his unit. The technician stated that 
    he told the customer the parts were still under warranty but the labor was not in warranty. If the 
    customer had a concern about what the charges were going to be, why did he not speak up and voice 
    those concerns to the technician who asked him to sign the Invoice? The invoice would have been 
    completed on the spot with no problem.
    Regarding his complaint that we sent him a bill with a due date of July 10, 2014, giving him only 7 days 
    to pay, the invoice he signed states just above the signature line that all accounts are clue in full 10th of 
    month following purchase. The technician left a yellow copy of the Invoice with the customer. He knew 
    there would be charges the day he called in and we were under no obligation to even bill this customer 
    on a open account basis. We could have collected that same day but instead opened an account and 
    billed him as the terms on the Invoice states.
    I feel we went above and beyond for this customer. If he wanted the invoice priced on the spot, all he 
    had to do was voice his expectation. As far as our payment terms, 10th of the month following 
    purchase, it is probably the most common paymeht term on any open account with any company, big or 
    small in the USA. The bill was only $126.46. Wow, Whit a value for the customer service we provided 
    hlm I As stated at the beginning of this letter, I am shocked that this customer does not think we 
    provided him excellent service.
    Respectfully,
    [redacted]
    CFO, Co-owner

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