Covert Aire, LLC

Unfortunately, the ac guy is either hated, or reveredAll too often, mother nature raises her hand and forces extreme weather on usThis, is what happened in this particular caseYes, we try EVERYTHING we can possibly do to not have to reschedule or cancel a general maintenance but our policy is that a NO AC or NO HEAT call has greater priority than do general maintenanceWe would offer the same priority to this customer had "the shoes been on the other foot" Timing is also critical....in this case, we may have failed the customer but it is the leadership of the service department that makes decisionsAt some point in time--- the call is made to cancel, reschedule etcI apologize for the way this was handled.....as it certainly could have been smoother As far as the customer trying to get in touch with me.....I received a message last Wednesday to callI have called three times nowUnfortunately, Mr or Mrs [redacted] were not there, or otherwise, and did not take my callI checked with our records, this is the only time that I have any requests for a call backAs someone who is EXTREMELY visible in the public, the juxtaposition of this complaint towards me is not warrantedWe even offer a website with a direct link......www[redacted] aire.com, that would have ended up in my inbox, but this customer did not send any requests inI checked with the Residential Service Manager and the Operations Manager.....none of them have had any requests for a call to Mr [redacted] Finally-- I checked the file to see what has been done at this customers' house.....we installed a new system for them back in This is the first maintenance we have done.....there are ZERO complaints, and zero work orders since the original installation [redacted]

I am rejecting this response because: If Mr [redacted] attempted to call us, he did not leave any messageIf he had left a message, we would have returned his callI would not send a message via [redacted] To me, anything with warrants an emergency situationAs for him being very visible in the community, we would not know this but I am not sure how this relates to our poor customer serviceIt's true, we did have our heat pump installed last Nov& we have had no problems until we were contacted for routine maintenance-- an apptwas made, then [redacted] cancelled, then rescheduled, then [redacted] cancelled again, rescheduled, we waited hours for a callThis type of service cannot be excused Regards, [redacted]

I am rejecting this response because: If Mr. [redacted] attempted to call us, he did not leave any message. If he had left a message, we would have returned his call. I would not send a message via 911.[redacted].  To me, anything with 911 warrants an emergency situation. As for him being very visible in the community, we would not  know this but I am not sure how this relates to our poor customer service. It's true, we did have our heat pump installed last Nov. & we have had no problems until we were contacted for routine maintenance-- an appt. was made, then [redacted] cancelled, then rescheduled, then [redacted] cancelled again, rescheduled,  we waited 9 hours for a call...... This type of service cannot be excused.
Regards,
[redacted]

Unfortunately, the ac guy is either hated, or revered. All too often, mother nature raises her hand and forces extreme weather on us. This, is what happened in this particular case. Yes, we try EVERYTHING we can possibly do to not have to reschedule or cancel a...

general maintenance but our policy is that a NO AC or NO HEAT call has greater priority than do general maintenance. We would offer the same priority to this customer had "the shoes been on the other foot".
Timing is also critical....in this case, we may have failed the customer but it is the leadership of the service department that makes decisions. At some point in time--- the call is made to cancel, reschedule etc. I apologize for the way this was handled.....as it certainly could have been smoother.
As far as the customer trying to get in touch with me.....I received a message last Wednesday to call. I have called three times now. Unfortunately, Mr or Mrs [redacted] were not there, or otherwise, and did not take my call. I checked with our records, this is the only time that I have any requests for a call back. As someone who is EXTREMELY visible in the public, the juxtaposition of this complaint towards me is not warranted. We even offer a website with a direct link......www.911[redacted]aire.com, that would have ended up in my inbox, but this customer did not send any requests in. I checked with the Residential Service Manager and the Operations Manager.....none of them have had any requests for a call to Mr [redacted].
Finally-- I checked the file to see what has been done at this customers' house.....we installed a new system for them back in 2013. This is the first maintenance we have done.....there are ZERO complaints, and zero work orders since the original installation.
 
[redacted]