Diamond Refrigeration, LLC

This is in response to the complaint made by Mr [redacted] .Our company made a service call to Mr [redacted] ’ residence as the blower motor in his heat pump had gone outAt the time we completed our work, it functioned properlyWe heard nothing about the job until more than two weeks later (days), when Mrs [redacted] made another service request stating their unit had tripped a breaker and there was a “burning” smell.We planned a same-day response to address this issueMrs [redacted] asked us to come after 11:AMAt approximately 11:AM I received a call from an agitated Mr [redacted] asking when we would be arrivingI explained to him that his wife had asked that we not arrive before 11:AM, and that when my tech finished the job he was on, they would be next.Mr [redacted] then insisted we send a “competent” technician, and indicated that he did not believe we did a quality job on the prior service call and he thought the new issue with the unit was caused by usI informed him that the tech we were sending had years of experience and that he knew what he was doingI also informed him that this was the same tech who had performed the initial service callHe became angry at that pointI offered to cancel the service call so he could find another company to look at the repairHe declined my offer and stated that when our technician was there, he would be “over his shoulder the whole time” and then hung up on me.After he hung up, I continued to think about the situation, and decided it would not be prudent to send my employee into such a situation, as I felt it could present a safety riskI called Mr [redacted] and advised him that we were going to cancel the service callHe then became quite combative on the phone, further concerning me regarding employee safetyI told Mr [redacted] that I understood his frustration and suggested they call another company.After some time on the phone with Mr [redacted] trying to assuage his concerns, he put his wife on the lineShe explained the issue they were having, and I explained to her that we wanted to stand by our work and ensure it didn’t cause any problems, but due to her husband’s demeanor on the telephone, I could not send a technician into their home by himself.Later that day, I informed Mrs [redacted] that I had a second technician available, and could send both my technicians to look at the problem, as long as her husband agreed to be professional and not aggressive or combativeShe did not respond.Several days later, I received an email from Mrs [redacted] claiming another company made a repair that had resulted from a “mistake” we made, at a cost of $She did not give me the name of the company or any documentation of the supposed mistakeWe stand by the quality of our work and in any circumstance do everything we can to ensure our customers are happyWe were disappointed to not be able to do that in this instance due to employee safety concernsIf we receive documentation from the [redacted] that substantiates their claim that our work was substandard, we will make things right with them, provided they remove the negative reviews they have posted and sign a release

This is in response to the complaint made by Mr. [redacted].Our company made a service call to Mr. [redacted]’ residence as the blower motor in his heat pump had gone out. At the time we completed our work, it functioned properly. We heard nothing about the job until more than two weeks...

later (16 days), when Mrs. [redacted] made another service request stating their unit had tripped a breaker and there was a “burning” smell.We planned a same-day response to address this issue. Mrs. [redacted] asked us to come after 11:00 AM. At approximately 11:30 AM I received a call from an agitated Mr. [redacted] asking when we would be arriving. I explained to him that his wife had asked that we not arrive before 11:00 AM, and that when my tech finished the job he was on, they would be next.Mr. [redacted] then insisted we send a “competent” technician, and indicated that he did not believe we did a quality job on the prior service call and he thought the new issue with the unit was caused by us. I informed him that the tech we were sending had 20 years of experience and that he knew what he was doing. I also informed him that this was the same tech who had performed the initial service call. He became angry at that point. I offered to cancel the service call so he could find another company to look at the repair. He declined my offer and stated that when our technician was there, he would be “over his shoulder the whole time” and then hung up on me.After he hung up, I continued to think about the situation, and decided it would not be prudent to send my employee into such a situation, as I felt it could present a safety risk. I called Mr. [redacted] and advised him that we were going to cancel the service call. He then became quite combative on the phone, further concerning me regarding employee safety. I told Mr. [redacted] that I understood his frustration and suggested they call another company.After some time on the phone with Mr. [redacted] trying to assuage his concerns, he put his wife on the line. She explained the issue they were having, and I explained to her that we wanted to stand by our work and ensure it didn’t cause any problems, but due to her husband’s demeanor on the telephone, I could not send a technician into their home by himself.Later that day, I informed Mrs. [redacted] that I had a second technician available, and could send both my technicians to look at the problem, as long as her husband agreed to be professional and not aggressive or combative. She did not respond.Several days later, I received an email from Mrs. [redacted] claiming another company made a repair that had resulted from a “mistake” we made, at a cost of $700. She did not give me the name of the company or any documentation of the supposed mistake. We stand by the quality of our work and in any normal circumstance do everything we can to ensure our customers are happy. We were disappointed to not be able to do that in this instance due to employee safety concerns. If we receive documentation from the [redacted] that substantiates their claim that our work was substandard, we will make things right with them, provided they remove the negative reviews they have posted and sign a release.

If they stood by the quality of their work, then they would have come back to evaluate whether their work was the result of the fire.  The company I hired when Diamond refused to inspect my burned up system less than one week after their work, is called Griffin Heating and Cooling.  Griffin was surprised that Diamond even took on the job as they are "generally only refrigeration repairs".  At one point Diamond the owner of Diamond refrigeration even put on the wrong capacitor on the old motor that they replaced and it almost caught on fire while they were there.  They do not know what they're doing with regard to HVAC systems and should not be trusted with that kind of work.  They not only refused to evaluate their work and the fire it may have caused, but they refused to come out at all and demanded that we get another company.  This is despicable.  I have talked with Griffin and one other local company, relayed the story, and they both said their companies would never leave a customer in the lurch like that. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]