We installed a Straight Cool Package unit at this home, I was told it will work in Heat and Cool but the heat will only come on in "emergency Heat" setting on the thermostat. We explained that because we cover a large range of [redacted] we carry a thermostat that will work for almost all units...
out there. The emergency heat works because it is an electric heat style a/c package unit. The customer didn't understand that this is how it should work. [redacted] offered to go see for himself but tried to explain that if there was no problems with heat or a/c functions there would be a $59 service call fee. Never did [redacted] or the [redacted] say anything about "where they live" etc. we were trying to explain that emergency heat setting is what that electric heat unit uses.. The unit isn't a Heat Pump, the customer didn't want to hear [redacted]'s explanation. They have Heat and they have Cool (she told me this several times) but didn't like having to put it in "em. Heat" setting. She got very mad and nasty with [redacted] on the phone. Next a man called and [redacted], the [redacted] spoke to him, I tried to explain the same thing but he only wanted to call Revdex.com again, I told this gentleman that [redacted] can come out and take a look for free if there is something wrong there would be No Charge. The man on the phone said no, he didn't want us out. He just wanted to know our License number to call the Revdex.com to complain. We honor all warranty's and have done so for 27 years, but if there is no problem there is a charge. We still leave this option open for this customer.We live a total of 3 miles away so the reference to stereotype's etc is absurd.
We installed a Straight Cool Package unit at this home, I was told it will work in Heat and Cool but the heat will only come on in "emergency Heat" setting on the thermostat. We explained that because we cover a large range of [redacted] we carry a thermostat that will work for almost all units...
out there. The emergency heat works because it is an electric heat style a/c package unit. The customer didn't understand that this is how it should work. [redacted] offered to go see for himself but tried to explain that if there was no problems with heat or a/c functions there would be a $59 service call fee. Never did [redacted] or the [redacted] say anything about "where they live" etc. we were trying to explain that emergency heat setting is what that electric heat unit uses.. The unit isn't a Heat Pump, the customer didn't want to hear [redacted]'s explanation. They have Heat and they have Cool (she told me this several times) but didn't like having to put it in "em. Heat" setting. She got very mad and nasty with [redacted] on the phone. Next a man called and [redacted], the [redacted] spoke to him, I tried to explain the same thing but he only wanted to call Revdex.com again, I told this gentleman that [redacted] can come out and take a look for free if there is something wrong there would be No Charge. The man on the phone said no, he didn't want us out. He just wanted to know our License number to call the Revdex.com to complain. We honor all warranty's and have done so for 27 years, but if there is no problem there is a charge. We still leave this option open for this customer.We live a total of 3 miles away so the reference to stereotype's etc is absurd.