Comfort Zone One Hour Air Conditioning & Heating

The customer's appointment was scheduled between am and pm on May Our staff attempted to call and notify the customer the tech was ready to be dispatched to her home at 9:am, but the customer did not answer and we were unable to leave a messageWe advise all of our customers when booking their appointment that we will call before going to their homeWe give our customers between 15-minutes to call us back before we call the next customer in line and send the tech to his next callWe do not send the tech if the customer does not answerWe were completely booked that day and after waiting minutes for this customer to call us back we went on to our next calls as scheduledThis customer did not call back in until 3:pm at which time she told our CSR "she never got the call but may have been on the phone" and requested a free maintenanceWe 100% stand behind our guarantee as promisedHowever, when we are ready to send a tech within the customer's window and call the number provided and that customer fails to answer or call us back in a timely manner then the customer is responsible for missing their appointmentIf the customer calls us back after we have sent the tech to the next customer we do our best to make them the next call and keep within their windowThis customer waited until 2/hour after her appointment window to call us and wanted the maintenance for freeAlso, she never asked to speak to a manager to resolve her issue instead she canceled the call altogetherUpon receiving this complaint we did call and perform her maintenance at no chargeThis is not standard practice for us in order to avoid people intentionally not answering in an attempt to receive free repairs, but that did not seem the intent of this customer and we strive for 100% satisfactionAttached is the original call with notes and the invoice where the customer received maintenance at no chargeWe appreciate your assistance with helping us resolve this issuePlease do not hesitate to contact me if you need additional informationRespectfully, [redacted]

Complaint: ***
I am rejecting this response because:My only request was for the owner of the establishment to review my concerns and respondI would still request that the owner of the company be informed of this matterThe General Manager, who wrote this response, is the employee I had the costumer service complaint withI would appreciate a response from the owner and not herI do not agree with everything this manager I saying.I would like to know that the owner has been made privy to the situation, and how I personally was treated and responded to be the general managerThank you for your time
Regards,
*** ***

On September 9, our scheduling department booked a service
call for MrsCustomer. The call was
booked in a standard hour diagnostic service window of 11:AM to 3:00PMAt
9:AM one of our employees, ***, called to see if the customer was
available for the service tech to
arrive sooner since they were without air
MrsCustomer was available and our technician arrived to the home at 10:AMThe
technician completed his diagnostic evaluation of the system and determined
that a motor was needed. Their unit is a
Trane unit and required a specific “Original Equipment Manufacturer” or as we
call it an O.E.MmotorThe technician called the manufacturer to order the
motor and was given an ETA (estimated time of arrival) of 7-business days
The homeowner agreed to pay an expedited delivery fee in order to get the part
sooner, but the technician still informed MrsCustomer that the ETA would be
1-days and since it is coming from the manufacturer we have no control over
the actual shippingNormally we collect the diagnostic fee from the customer
once the diagnosis is completeWe do this to ensure we have been paid for the
work completed in case the customer does not follow through with repairs In this case $was due from MrsCustomer
for arriving before the end of her guaranteed appointment window and for her
unit being diagnosedThe technician however opted to wait until the repair was
complete and did not collect ANY money on the original service callMrsCustomer
began calling to check the status on the part within a few hours of the
technician leaving the homeOne of our customer service reps, Lucero, in the presence
of other employees reiterated that the estimated time of arrival was 1-days
and as soon as we receive the part we would call and let her know so we could
get it installed, but we have no control of shipping The manufacturer’s distribution center had
some shipping issues that we were not made immediately aware ofHowever, we did
keep checking on the status of the part with them and relayed what we were told
to the customerWe have attached an email from Hunton explaining that we were
not the ones that had issues with shippingWe keep in our inventory a total of
portable units that we lend customers that have severe heath issues, problems
with units we installed and are under warranty with our company, or people that
have purchased new systems from us and are completely without serviceThe Customer’s
did not have any of those situationsWe do not lend out more than units out
at a time and we have units that are leaking water that need to be replaced *** told MrCustomer we would send as many portables
as we had available which at that time there were *** was well of aware of
the situation and did not promise portable unitsFrom our experience with
previous customers portable units should have been plenty to keep them
comfortableAgents both locally and with our call center spoke to both Mrand
MrsCustomer on several occasionsThey apologized and let them know we would
keep checking and install the part as soon as it arrivedOn September 10,
*** called MrCustomer at 3:PM and spoke to him for minutes in detail
about the situationThis conversation was when *** again apologized and told
him we would waive our diagnostic fee of $On September 10, at 5:PM
MrCustomer called in and reached our afterhours call centerWhile speaking
to the CSR he expressed to the agent that no one was calling him back and he
felt he was being lied toAfter speaking with *** for minutes earlier that
day that was clearly not the caseAs the General Manager upon arriving the
next morning and seeing the multiple messages from MrCustomer and hearing the
exchanges from the other employees with Mrand MrsCustomer I got concerned
and started further researching the situationIt would be hard to transcribe all
of the exchanges between the Customer’s between September and September 11,
2014, but they said things like we were putting the health of their month old
baby at risk, informed our call center rep he was an attorney, said they had paid
for overnight shipping, etcI called Hunton to ensure we would be receiving the
part that day (September 11, 2014) so that we could have resolution for both the
customer and for usThey informed us they realized their package had missed
the Fedex truck and they were hot shotting the motor to us to have it by PMMrs
Customer called as we were being updated so we let her know that they part
would be in by PMHoping to further explain the situation and to ensure Mr
and MrsCustomer knew we had been doing our best to get them taken care of I
decided to personally call them to let them know when the part arrived and that
as soon as the tech finished at the home he was at he would pick up the part
and head that wayTo make sure I had all of the information correct since
their unit was so new and still under a manufacturer warranty I did start the
conversation by asking who installed the unit for them. After she informed me she did not know I
moved on I apologized for the mix up
and them having to wait, but explained that it was out of our controlTwo of
my coworkers can attest I never “proceeded on a rampage”, “yelled”, or had a “long
tirade” I explained the situation and that
we had answered every time they called and updated them with the information we
were being provided and even took them portable coolersWhen she expressed she
and her husband felt they shouldn’t have to pay anything, because of our slogan
I reminded her we had been on time to our appointment and even though it was
the manufacturer and the distribution center that had the shipping issue we
waived the diagnostic fee as a courtesyShe expressed in detail how displeased
they were and that she would just file a complaint after we were done installing
the partShe said she was ready to be done and never use us again and said she
is sure we would like them to never use us againAt that point I felt as
though there was no need to continue to try to service their homeI explained
that our goal is not to have unhappy people that do not want us in their home
Our goal is 100% satisfaction and in this case we had done everything in our
power to help them and maybe they should find a different service company to
better fit their needsAt that point she changed her tone and asked that we
please come out and replace the part for them since we had to pick up our
portable units anywaysTo which I again apologized and agreedOnce the part
was in and the tech finished up the customer’s home he was at he picked up the
part, went to the Customer’s home and made the repairAttached is the invoice
showing where they were not charged a shipping fee, we waived diagnostic, and
the technician had dropped the price from a Level repair of $to a L
repair of $They paid on September 11, upon completion of the repairIn
our business we know that emotions can run high when our customers have
unexpected repairs needed that cause them to be uncomfortableThat is why we are
always understanding and do our best to make sure the customer’s unit gets up
and working ASAPHopefully, after seeing documentation from the distributor
and reviewing the situation the Customer’s will know that from the time we took
the service call to this very moment our goal is for them to have a system that
works and to be happy with the service they receivedThank you for your time
and assistance in resolving this matter!

The customer's appointment was scheduled between 9 am and 1 pm on May 7. Our staff attempted to call and notify the customer the tech was ready to be dispatched to her home at 9:47 am, but the customer did not answer and we were unable to leave a message. We advise all of our customers when booking...

their appointment that we will call before going to their home. We give our customers between 15-20 minutes to call us back before we call the next customer in line and send the tech to his next call. We do not send the tech if the customer does not answer. We were completely booked that day and after waiting 15 minutes for this customer to call us back we went on to our next calls as scheduled. This customer did not call back in until 3:33 pm at which time she told our CSR "she never got the call but may have been on the phone" and requested a free maintenance. We 100% stand behind our guarantee as promised. However,  when we are ready to send a tech within the customer's window and call the number provided and that customer fails to answer or call us back in a timely manner then the customer is responsible for missing their appointment. If the customer calls us back after we have sent the tech to the next customer we do our best to make them the next call and keep within their window. This customer waited until 2/5 hour after her appointment window to call us and wanted the maintenance for free. Also, she never asked to speak to a manager to resolve her issue instead she canceled the call altogether. Upon receiving this complaint we did call and perform her maintenance at no charge. This is not standard practice for us in order to avoid people intentionally not answering in an attempt to receive free repairs, but that did not seem the intent of this customer and we strive for 100% satisfaction. Attached is the original call with notes and the invoice where the customer received maintenance at no charge. We appreciate your assistance with helping us resolve this issue. Please do not hesitate to contact me if you need additional information. Respectfully, [redacted]
[redacted]