David Espinoza Roofing, Inc.

Complaint: ***
I am rejecting this response because: Poor excuseI am not a farmer, regardless of occupation, a courtesy call is expected, because something may change on the day of the appointment., especially when u give someone a week wait periodJust as u expect the customer to call and cancel, u should call to ensure someone is at home. If u have frequent customers, this is a problem, Some thing is wrong with your equipment or how you are repairing the units Also you are not meeting customer satisfaction, when other AC companies have to come repair your unitsYour company should be embarrassed to have someone wait for over days to have a unit repairedAlso if you know Summer is a busy time, well hire extra help. Thank You
Regards,
*** ***

Thank you for contacting G.I. Lewis Heating and Air Conditioning about your service and billing concerns. We are most glad to call any of our customers scheduling service with G. I. Lewis, This option is offered at the time of reservation and it is noted that if there is no answer the technician will go to the next call. Some of our customers request that a message he left which we are glad to do also. If a customer does not choose this offer their reservation is honored and no call is made to the customer. No call is made because a lot of circumstances may result from the customer not being able to answer their phone. A lot of our customers are farmers, some are night shift workers and some are hard of hearing. As to why our customers choose not to be called we respect their privacy. In regards specifically to repeating customers who have used us many times in the past these options are briefly mentioned as the customer is familiar with the company policies. Fortunately all of our customers kindly call and cancel or reschedule their appointments. If the situation occurs where the customer chooses not to cancel the call, especially with plenty of time to do so, they will be invoiced to cover the cost of gas and labor to get to the service call only. in cases of emergency the service call is reconsidered as well as other situations out of the customer's control. Our services can entail many different untimely repairs during daily operation. Some repairs take longer than others, some customers reschedule appointments and sometimes directions are complicated. These variations as well as many more in daily scheduling make it impossible at times to secure an exact time for an appointment. We offer a general time frame which cannot be guaranteed as well as the option to call us at anytime during the day so that we can give the customer a progress report. We are also most glad to notify the customer at another location as the weather can become quite uncomfortable. Unfortunately we are sorry that equipment warranty does not cover scheduled service that is not cancelled by the customer. Customer service and satisfaction is of upmost importance to G. 1. Lewis Heating and Air Conditioning. As a family owned and operated business we appreciate the business lives of all of our customers and try to accommodate each appointment as best as possible. Sincerely, [redacted] GI Lewis Heating and Air Conditioning

Complaint: [redacted]
I am rejecting this response because: It was not explained to me , if I did not cancel, I would have to pay the service fee. Or else I would have called. Also you should call first, the day before or the day off, to at least confirm a time, at this time I could have cancelled. I just can wait all day at home for someone. Especially, since I had to wait 10 days with a broken AC. If I had a warranty, that should cover the expense. Thank You. 
Regards,
[redacted]

September 22, 2015 Revdex.com Corporate Office Attn: [redacted] Dispute Resolution Specialist 1005 La Posada Drive Austin, TX 78752 Fax: (512)445-2096            BE: Customer. Complaint ID #[redacted] Thank you for contacting G.I. Lewis Heating and Air...

Conditioning with your service and billing concerns. At G.I. Lewis our staff strives for prompt and courteous service to all of our customers. We have many customers with health issues and well as the elderly who require immediate assistance in extreme weather conditions, therefore scheduling and service is especially important to us during the summer months. We are most glad to call our customers first and this request is offered at time of reservation. Service rates are also explained with each appointment in the event warranty repairs will not apply. It is not unusual for our technicians to work 80 hours a week in extreme heat during summer months to make sure our customers are all serviced. They are expected to maintain a level of professionalism regardless and we are sorry if your experience was unpleasant for you. The technician left the service call immediately when he was informed that the customer had called another company several days before to make the repairs. G.I. Lewis has been in business for 50 years and will continue to give our customers quality service. The service appointment was honored as contracted by customers phoned in request and no effort to cancel was considered by the customer therefore the unpaid service order will remain open. Warranty service is honored with the purchase of all new equipment and will remain in service as contracted. Future appointments for service to customer will be secured with deposit to avoid future misunderstandings and deposit will be refunded in full if warranty settlement is determined. We appreciate your business and look forward to many years of service. Sincerely, [redacted] G.I. Lewis Heating and Air Conditioning