A review of the matter shows that our technician had billed as per our company policy regarding the component test fee of $It is also apparent a clear explanation of our billing policy and practices was not givenI am willing to waive the disputed amount of $and will have our accounting department contact the customer to resolve.Larry M [redacted]
Complaint: [redacted] I am rejecting this response because:It contains numerous factual inaccuracies and omissions Comfort Systems is absolutely wrong that the technician spoke to my wife about not charging us for the call He spoke to me And he expressly told me that, in light of the fact that no one could have known why the system wasn't working, and the money we'd spent on the new system, Comfort Systems wouldn't charge meWhat happened is that Comfort Systems had, as Denise told me, "significant turnover in our administrative staff" over the several months that this matter lingeredAlthough I can't prove it, what I believe happened is that the technician essentially got in trouble with the administrative staff for not charging us and changed his story when put under the gun Or possibly his memory is inaccurate because they didn't retroactively decide to bill me until many months had passed The response of Comfort Systems is also dead wrong on the timeline and alleged reasons for late billing I spoke to a Comfort Systems' customer service representative twice and to a manager once in Autumn and told them that we had had the unit fixed under our home warranty If they really were "holding the account open" until "I got back to them" why would they wait or additional months to belatedly bill me? It makes no sense and demonstrates that what really happened is that someone at Comfort Systems retroactively decided that the technician's decision to not charge for the visit would be reversed The company's response also conveniently omits another fact: I called the Comfort Systems manager and left several messages asking that he call meNot one call was returned Comfort Systems' technicians do good workBut administratively and from a management point of view they are a disaster They flip-flopped on their statement that they wouldn't charge me They didn't bill me for many, many months Their statement that they "held the account open" waiting to hear from me is, frankly, a lie There would be weeks between calls and communications I provided my billing address or email to them several times, and yet they continued to send correspondence to an incorrect mailing address One final point: If you need further evidence of how poorly Comfort Systems' administrative functions are carried out, look no further than their response to my Revdex.com complaint: It took them over two months to respond! Sincerely, [redacted] ***
A review of the matter shows that our technician had billed as per our company policy regarding the component test fee of $It is also apparent a clear explanation of our billing policy and practices was not givenI am willing to waive the disputed amount of $and will have our accounting department contact the customer to resolve.Larry M [redacted]
Complaint: [redacted] I am rejecting this response because:It contains numerous factual inaccuracies and omissions Comfort Systems is absolutely wrong that the technician spoke to my wife about not charging us for the call He spoke to me And he expressly told me that, in light of the fact that no one could have known why the system wasn't working, and the money we'd spent on the new system, Comfort Systems wouldn't charge meWhat happened is that Comfort Systems had, as Denise told me, "significant turnover in our administrative staff" over the several months that this matter lingeredAlthough I can't prove it, what I believe happened is that the technician essentially got in trouble with the administrative staff for not charging us and changed his story when put under the gun Or possibly his memory is inaccurate because they didn't retroactively decide to bill me until many months had passed The response of Comfort Systems is also dead wrong on the timeline and alleged reasons for late billing I spoke to a Comfort Systems' customer service representative twice and to a manager once in Autumn and told them that we had had the unit fixed under our home warranty If they really were "holding the account open" until "I got back to them" why would they wait or additional months to belatedly bill me? It makes no sense and demonstrates that what really happened is that someone at Comfort Systems retroactively decided that the technician's decision to not charge for the visit would be reversed The company's response also conveniently omits another fact: I called the Comfort Systems manager and left several messages asking that he call meNot one call was returned Comfort Systems' technicians do good workBut administratively and from a management point of view they are a disaster They flip-flopped on their statement that they wouldn't charge me They didn't bill me for many, many months Their statement that they "held the account open" waiting to hear from me is, frankly, a lie There would be weeks between calls and communications I provided my billing address or email to them several times, and yet they continued to send correspondence to an incorrect mailing address One final point: If you need further evidence of how poorly Comfort Systems' administrative functions are carried out, look no further than their response to my Revdex.com complaint: It took them over two months to respond! Sincerely, [redacted] ***