I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Well first of all our complaint wasn't all about the thermostat it was about the service and about the heat pump that you claim to be number one, when I looked up *** all I saw where complaints on themAlso how come every time we got a service man we had a different one every time so that goes to show you have trouble keeping employees I have attached where you said we didn't want a thermostat but as you see you put one in for us after the fact and as for the no charge on invoice be sure when you sell someone a heat pump and they have different duck work and all that you tell them that they will have issues throughout the year warranty for which you fell to tell us I also have attached invoice both dated for 7/10/and as you can see collect for both calls So before you go on about how rude and all I was to you look at yourself you claiming you a professional company well I don't know where you get that because you weren't professional at all to me or my husband and you did not stand behind what you sold us or your service to us.So on that note you keep telling yourself you are number one but I and others no you are not and only GOD is number one, so he know what you did so when you are dishonest he knows Thanks for the not so good years GOD has given us someone else who is more honest and walks us through what is going on and what needs to be done instead of seeing how much money he can get from us.As for the Bluefield Daily Telegraph no one hardly gets papers anymore so that goes to show it probably was only your family and friends that voted for you.*** ***
We furnished and installed an American Standard outdoor unit on 2/17/2006 to replace the existing one. At the time the customer was not interested in a new thermostat, duct system, or indoor blower since the existing ones were working. The existing thermostat continued to work for...
three months without any issues until 5/29/06. As with any device, it won't last forever. The customer was upset with us that the old thermostat failed and I was scolded. If we were trying to mislead her for extra money, as alleged, we would have condemned things that were working, instead, we tried to save her money by not replacing things that were working.Nearly a year later, we received a call on 5/29/07 that the heat pump system was not functioning properly. When our service technician arrived, he found the return air duct had come apart and was pulling air from the basement/crawl area. This duct system was furnished and installed by others a decade or so before. Once again, the customer was upset that we sent an invoice . She said that was warranty. I tried to explain it was not our duct system but I was scolded severely and blamed for the duct failure. On 6/5/2007 we sent her a refund check for $64.66, in an effort to satisfy her, even though I thought she was once again being unfair. On 1/28/2008 we had to replace a part in the original indoor air handler that controlled the electric heat. Again the customer was unhappy even though it was nothing we did. It was in the old blower she chose to keep.On 7/17/2009 we did replace a noisy compressor in warranty. We did this in warranty, no charge to customer. This was the first real problem with the American Standard unit. The previous three calls had nothing to do with our product or work.On 7/10/2014 we replaced a failed TXV (expansion valve) on the indoor [redacted] blower due to a No Cooling Call. This valve only works in cooling. It is bypassed inheat and non functional. It is alleged that we installed the valve backwards. If it had been installed backwards the cooling would have not worked summers of 2014, 2015, and 2016. The customer alleges that we charged two service calls. That is incorrect. We only charged time that we were there for diagnosis and repair. Expecting us to carry a part in stock for a brand we do not sell was again being unreasonable.On 12/27/2016 our technician diagnosed a bad compressor. An unnamed person referred to as "another company" afterward told her that we put in the TXV wrong and that it was overcharged with Freon. As explained above, it would have not worked in cooling if it had been installed incorrectly. We have no way of knowing at this time if the other company was correct in its assessment. Review of that company's recovery and charging procedure would be needed.As she and I discussed this on 1/16/2017 she was belligerent. At this point, as our track record indicates, I realized that she may be happier with another company. When I told her that, I was verbally berated. I was turned over to her husband. When he started ranting at me, I politely thanked him, told him cordially "have a nice day'', and hung up.Finally, americanstandardair.com rates us 5 stars from customer reviews. We are also an American Standard Customer Care Dealer which has very high dealer standards. This week, we are being honored by our local newspaper as "Best of the Best" heating & cooling contractor by readers of The Bluefield Daily Telegraph. This is not the first time. This is in stark contrast to being accused of "running a poor company" and "taking advantage of his customers by misleading them" two very serious allegations which appear to be libelous. I am accused of "he is not a professional person" by someone who has a track record and reputation, with us, of being unreasonably demanding at each encounter. We have no intentions of refunding any money. If she had been a reasonable and congenial person, we would have already been in discussion with her for a mutually beneficial resolution.It is a harsh reality, that in business, you can't please some people. Over the years, we have tried to satisfy her demands to no avail. Our staff deserves to be treated with respect. We reserve the right to refuse services to this person. At this point, we consider the matter closed.S. CrockettPresidentThe Furnace Man, Inc.
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Well first of all our complaint wasn't all about the thermostat it was about the service and about the heat pump that you claim to be number one, when I looked up *** all I saw where complaints on themAlso how come every time we got a service man we had a different one every time so that goes to show you have trouble keeping employees I have attached where you said we didn't want a thermostat but as you see you put one in for us after the fact and as for the no charge on invoice be sure when you sell someone a heat pump and they have different duck work and all that you tell them that they will have issues throughout the year warranty for which you fell to tell us I also have attached invoice both dated for 7/10/and as you can see collect for both calls So before you go on about how rude and all I was to you look at yourself you claiming you a professional company well I don't know where you get that because you weren't professional at all to me or my husband and you did not stand behind what you sold us or your service to us.So on that note you keep telling yourself you are number one but I and others no you are not and only GOD is number one, so he know what you did so when you are dishonest he knows Thanks for the not so good years GOD has given us someone else who is more honest and walks us through what is going on and what needs to be done instead of seeing how much money he can get from us.As for the Bluefield Daily Telegraph no one hardly gets papers anymore so that goes to show it probably was only your family and friends that voted for you.*** ***
We furnished and installed an American Standard outdoor unit on 2/17/2006 to replace the existing one. At the time the customer was not interested in a new thermostat, duct system, or indoor blower since the existing ones were working. The existing thermostat continued to work for...
three months without any issues until 5/29/06. As with any device, it won't last forever. The customer was upset with us that the old thermostat failed and I was scolded. If we were trying to mislead her for extra money, as alleged, we would have condemned things that were working, instead, we tried to save her money by not replacing things that were working.Nearly a year later, we received a call on 5/29/07 that the heat pump system was not functioning properly. When our service technician arrived, he found the return air duct had come apart and was pulling air from the basement/crawl area. This duct system was furnished and installed by others a decade or so before. Once again, the customer was upset that we sent an invoice . She said that was warranty. I tried to explain it was not our duct system but I was scolded severely and blamed for the duct failure. On 6/5/2007 we sent her a refund check for $64.66, in an effort to satisfy her, even though I thought she was once again being unfair. On 1/28/2008 we had to replace a part in the original indoor air handler that controlled the electric heat. Again the customer was unhappy even though it was nothing we did. It was in the old blower she chose to keep.On 7/17/2009 we did replace a noisy compressor in warranty. We did this in warranty, no charge to customer. This was the first real problem with the American Standard unit. The previous three calls had nothing to do with our product or work.On 7/10/2014 we replaced a failed TXV (expansion valve) on the indoor [redacted] blower due to a No Cooling Call. This valve only works in cooling. It is bypassed inheat and non functional. It is alleged that we installed the valve backwards. If it had been installed backwards the cooling would have not worked summers of 2014, 2015, and 2016. The customer alleges that we charged two service calls. That is incorrect. We only charged time that we were there for diagnosis and repair. Expecting us to carry a part in stock for a brand we do not sell was again being unreasonable.On 12/27/2016 our technician diagnosed a bad compressor. An unnamed person referred to as "another company" afterward told her that we put in the TXV wrong and that it was overcharged with Freon. As explained above, it would have not worked in cooling if it had been installed incorrectly. We have no way of knowing at this time if the other company was correct in its assessment. Review of that company's recovery and charging procedure would be needed.As she and I discussed this on 1/16/2017 she was belligerent. At this point, as our track record indicates, I realized that she may be happier with another company. When I told her that, I was verbally berated. I was turned over to her husband. When he started ranting at me, I politely thanked him, told him cordially "have a nice day'', and hung up.Finally, americanstandardair.com rates us 5 stars from customer reviews. We are also an American Standard Customer Care Dealer which has very high dealer standards. This week, we are being honored by our local newspaper as "Best of the Best" heating & cooling contractor by readers of The Bluefield Daily Telegraph. This is not the first time. This is in stark contrast to being accused of "running a poor company" and "taking advantage of his customers by misleading them" two very serious allegations which appear to be libelous. I am accused of "he is not a professional person" by someone who has a track record and reputation, with us, of being unreasonably demanding at each encounter. We have no intentions of refunding any money. If she had been a reasonable and congenial person, we would have already been in discussion with her for a mutually beneficial resolution.It is a harsh reality, that in business, you can't please some people. Over the years, we have tried to satisfy her demands to no avail. Our staff deserves to be treated with respect. We reserve the right to refuse services to this person. At this point, we consider the matter closed.S. CrockettPresidentThe Furnace Man, Inc.