Dahl Heat & Air, Inc.

Initial Business Response /* (1000, 9, 2015/06/22) */
Customer purchased a Fall 2014 / Spring 2015 maintenance agreement on 10/3/2014. Fall maintenance completed 10/6/2014. Spring maintenance initiated on 5/12/14 per Invoice #XXXXXX. Invoice #XXXXXX states the following "checked blower-OK, changed...

filter, T-stat malfunctioning, I put a temporary to give them air. Customer stated that she was going to call OG&E and try to get on their program and get a free t-stat. I was going to pick up our t-stat when I went back to finish maintenance." It continues to say "5/21/15 - [redacted] installed her original t-stat per customer request and got our t-stat back" and "Need to reschedule maintenance. Bill to customer as per [redacted]. Called several times to reschedule but she is not answering her phone". After no response from customer we then billed her for the "temporary thermostat". When customer received bill she then scheduled to have maintenance completed and to put her original thermostat back on. We came out on 5/21/15 per Invoice #XXXXXX. Invoice #XXXXXX states "Cycled system with temporary t-stat on. System cycled and working. All wiring looks good. Original t-stat does not display anything on LCD and does not work, missing screw for RC. Homeowner wants original t-stat on system. Replaced t-stat and informed homeowner system will not work properly". The charge for the temporary thermostat was removed from the bill after recovery. Customer had nephew, [redacted], call in to ask me about what happened. Situation was explained to [redacted] and he says he understood. We have no record of a request for the spring maintenance refund. If our customers are not 100% satisfied with our service then we will gladly refund their money at their request. We will have a refund of $75 sent to customers address on file per customer request.
Initial Consumer Rebuttal /* (3000, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
while I did receive a refund in the mail yesterday I am greatly disturbed by the lengths to which I had to go to resolve this issue nor was I reimbursed for my thermostat which was working fine when their technician entered my house. He for some unknown reason took it off the wall and then it was magically no longer working, according to him. A screw, I believe a set screw, had been removed from the back of the thermostat. I assure you I did not remove it and my 19 yr. old daughter was at OU campus dorm so she certainly did not remove it nor did either one of my cats. Draw your own conclusions. I very much did in fact request a refund nor was I going to let them touch anything in my home after this experience. Furthermore, had I not contacted the Revdex.com I am most certain I would have never even gotten the $75.00. I am most grateful for the Revdex.com and there assistance in this matter.
Final Business Response /* (4000, 13, 2015/07/06) */
Customer has been reimbursed $75 for the spring portion of the annual maintenance agreement. We have and always will, without hassle, give our customer their money back for dissatisfaction. Now to move forward, customer is now requesting that she be reimbursed for her new thermostat as she feels that we are responsible for messing hers up. The only reason that we would remove a thermostat from a wall would be to diagnosis why it was not working or to replace it. We stand by our original diagnosis as the temporary thermostat that we installed corrected the issue and allowed the system to run properly. That being said, we regret to inform the customer that we will not reimburse her for the new unknown thermostat that she has acquired. Please keep in mind that we installed this temporary thermostat, at no cost, in an effort to provide her with cooling while she waited for OG&E to come out and install her new free thermostat. At this point, all work performed on customers house in Spring 2015 has been done at no cost. Thanks