Initial Business Response /* (1000, 8, 2016/05/09) */
Contact Name and Title: Tami L***, Owner
Contact Phone: ***
Contact Email: ***
Hi ***,
Thank you contacting us about thisI am very sorry to hear that ultimately your experienced was a fail with the
follow through with Jennifer who WAS our office managerJennifer was terminated a couple of weeks ago for a number of mis-handled incidences as display with yours
Although I thought that she had resolved your refund for the $105, as that was what she was instructed to do, many weeks ago*** *** *** *** *** *** *** *** *** ***
The big issue for me though is that you are awaiting and you didn't receive a refundNever would be jeopardize our reputation and your experience for $
I saw a "post it note" on Jennifer's desk with your name on it after she was terminated and I did try to call you to touch base, as I thought it was odd that if it was resolved the "post it note" was still thereThe number we have on file for you goes to a number no longer in serviceIf I don't hear from you directly by end of day Tuesday, May (not sure how long it takes for this information to get back to you) then I will pop a cheque in the mail for the $
I am extremely saddened that you have been sitting with this feeling of being taken advantage for this longI am very sorry about this and please accept our apologyJennifer didn't represent the caring, high level of customer service we expect our employees to have and understand the impact things like this have on our relationships with our clientsTake care and again if I don't hear from you by the end of day Tuesday, May 10th I will drop a cheque in the mailDeep gratitude, Tami
Initial Consumer Rebuttal /* (3000, 10, 2016/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I thank-you for the missing quote refund, however this does not resolve the other issues I asked for in my resolutionI am confused as well how you can't find our phone number when both the estimator and the cleaning crew were able to phone us and say they were on their wayIt must be on the cleaning work order or how else would they have been able to phone us? To be clear about the resolution; I wanted proof that an estimate was actually produced (and not sent) from the measurements the estimator tookThis would prove to me that the estimator was non-biasedMost importantly, I wanted a copy of the so called "inspection" of our furnace and hot water tank from the cleaning, as I mentioned in the details of my complaint my furnace has since been rattling and squeaking loudlyAll the cleaning crew told us is that our furnace is getting oldThe cleaning package you advertise on your website promises a filter, which we did not receive, an inspection of both units; also not received, and a price adjustment for what we were chargedThe website advertises $for vents including brush cleaning (I only seen huge vacuum hoses, no brushes, and they left huge piles of dirt under our basement vents on the floor and our bed.)with vents plus $per extra ventWe have vents and were charged $This is higher than the advertised price and I wanted it adjustedI recorded the rattling of our furnace on my phone, but the audio isn't the greatestI will try to upload it to this complaintThe missing inspection I requested, I was hoping would tell me what is loose/rattling since the cleaningIt is a shame that this happened as now we are probably looking at replacing both our furnace and hot water tank, being and years old, respectively
Final Business Response /* (4000, 13, 2016/05/27) */
A few different human errors that resulted in poor customer service and poor outcome for the client
There was never a simple "estimate" scheduled as a paid service callA service call charge of $is standard when we go and "consult" with a client what their needs are for small scale HVAC modifications and improvementsThis involves communicating recommended solutions and services after looking at the site and reviewing with the owner of the propertyWe do not provide "free estimates" on anything and everything Acclaimed doesWe do "free in home estimates" on furnace and air conditioning replacements and other major installationsCharles spent minutes at *** consulting on solutions and conversing with the client, as substantiated by our GPS tracking of his truck)Although the on site consulting etcwas done by Charles, no proper follow up with his notes, nor any corresponding estimate and recommendations were provided to the client by AcclaimedAfter Charles did his work, it went into the hands of Jennifer W*** for administrating his written notes and providing an estimate for carrying out any work to the clientJennifer failed multiple times in both providing the client with any site visit notes, recommendations and costs for any of the workJennifer was terminated from her position with Acclaimed, in large part, for her mishandling of this
DATA ENTRY ERRORS - Were a big part of the terrible customer service Acclaimed provided*** was inputted in the customer profile as *** was inputted in the customer profile as *** was inputted in the customer profile as *** These basic, but critical errors in creating the customer profile further added to Acclaimed not being able to communicate properly with the clientA big failPhone number was entered as ***, not *** as noted on your Revdex.com reportI have no idea how anyone would have been able to communicate with you unless you called us as every bit of information on your profile is incorrectThat is on your whole profile with Acclaimed
Cleaning - Pricing is based on the criteria of our base price and the additional costs per extra vent etcEstimating over the phone is done based on customer informationThere should have been communication with the client as to extra air vents or any charges not understood or agreed to at the time of cleaningThere were air vents cleaned on siteOur multi point visual inspection during duct cleaning is not a tune up or serviceIf operation of the furnace or components is observed not to be in good repair, we communicate any of these observationsNothing out of the ordinary was found
Resolution - Acclaimed failed to provide service at a level consistent to its high standardsA refund in full, for ALL payment made to Acclaimed is offered to the clientIn addition, Acclaimed will at its own cost, send out the service manager to attend to any furnace noise that was the result of any cleaning process
We feel terribly, that the client has had to deal with these issues, caused by our former office manager mishandling of thingsPlease advise if this would be acceptableI will fax the estimate to Revdex.com referencing the Case #
Final Consumer Response /* (2000, 16, 2016/05/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I still feel like I am getting the run around, we accept the proposed resolutionI feel like all of this is getting dumped on Jennifer, and no one else is taking responsibilityI agree she had a large part in the miscommunication, she did not err on siteI do believe some of my profile info was edited after the fact, or you are calling me a liaras the cleaning crew did phone me when they were on their way and had arrivedThe call log on my phone can confirm thisAs for the spelling of my name, I always spell it out on the phone, as it is commonly misspelledI requested an estimate quote for the vent install, which the business has changed verbally from to free estimate to a consultation multiple timesCharles is the one who suggested moving the vent near the stairs, which brought up my disabilityI did not know he would charge me for having to explain my disorder, as he talked with my fiancée and I on these types of unrelated (to the vents I wanted installed)issuesI just wanted to know how much money to install the two vents to the outside, I never asked for a fume hood to be included in the kitchen vent pricing, as we already had purchased one, and just needed the pipe and outside vent coverSo Charles spent more time talking to us about my disabilities and sickness in his own familythan the vent installTwo vents, requiring cutting holes in the house's exterior walls I would consider a major installMaybe drilling through a foot of concrete is not a "major" job for your companyI would advise that you be more clear with future clients on the difference between a "free estimate" and "consultation" and "major jobs" vs "non-major HVAC", as I am still confusedWhen I originally scheduled the cleaning, I counted vents, no price was quoted to me except the website ad of plus 11.95/extra ventEven with the vents they told us about after the cleaning when they were taking the fiancée's credit card info; plus vents @ eaequals plus taxAs you can see, that is not what we were chargedWe were charged total, which equals before taxNo explanation still for the extra Another error you can't blame on data entryWhen you advertise an online price, I would hope that you stick to it, and list any additional fees, if that is the difference(or maybe just a calculation error on the cleaning tech's part?) *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
So this is your chance to redeem yourselvesAs the rattling that started after the cleaning sounds like a washing machine that is off balance; has always been the biggest concern, next to getting the correct service records for the work doneIf you stick to your proposed resolution; refund "ALL costs" (I am assuming that means the cleaning AND the quote/estimate/consultation) AND send your service manager to check and hopefully fix the furnace rattle "at no charge", we would be satisfied
Initial Business Response /* (1000, 8, 2016/05/09) */
Contact Name and Title: Tami L***, Owner
Contact Phone: ***
Contact Email: ***
Hi ***,
Thank you contacting us about thisI am very sorry to hear that ultimately your experienced was a fail with the
follow through with Jennifer who WAS our office managerJennifer was terminated a couple of weeks ago for a number of mis-handled incidences as display with yours
Although I thought that she had resolved your refund for the $105, as that was what she was instructed to do, many weeks ago*** *** *** *** *** *** *** *** *** ***
The big issue for me though is that you are awaiting and you didn't receive a refundNever would be jeopardize our reputation and your experience for $
I saw a "post it note" on Jennifer's desk with your name on it after she was terminated and I did try to call you to touch base, as I thought it was odd that if it was resolved the "post it note" was still thereThe number we have on file for you goes to a number no longer in serviceIf I don't hear from you directly by end of day Tuesday, May (not sure how long it takes for this information to get back to you) then I will pop a cheque in the mail for the $
I am extremely saddened that you have been sitting with this feeling of being taken advantage for this longI am very sorry about this and please accept our apologyJennifer didn't represent the caring, high level of customer service we expect our employees to have and understand the impact things like this have on our relationships with our clientsTake care and again if I don't hear from you by the end of day Tuesday, May 10th I will drop a cheque in the mailDeep gratitude, Tami
Initial Consumer Rebuttal /* (3000, 10, 2016/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I thank-you for the missing quote refund, however this does not resolve the other issues I asked for in my resolutionI am confused as well how you can't find our phone number when both the estimator and the cleaning crew were able to phone us and say they were on their wayIt must be on the cleaning work order or how else would they have been able to phone us? To be clear about the resolution; I wanted proof that an estimate was actually produced (and not sent) from the measurements the estimator tookThis would prove to me that the estimator was non-biasedMost importantly, I wanted a copy of the so called "inspection" of our furnace and hot water tank from the cleaning, as I mentioned in the details of my complaint my furnace has since been rattling and squeaking loudlyAll the cleaning crew told us is that our furnace is getting oldThe cleaning package you advertise on your website promises a filter, which we did not receive, an inspection of both units; also not received, and a price adjustment for what we were chargedThe website advertises $for vents including brush cleaning (I only seen huge vacuum hoses, no brushes, and they left huge piles of dirt under our basement vents on the floor and our bed.)with vents plus $per extra ventWe have vents and were charged $This is higher than the advertised price and I wanted it adjustedI recorded the rattling of our furnace on my phone, but the audio isn't the greatestI will try to upload it to this complaintThe missing inspection I requested, I was hoping would tell me what is loose/rattling since the cleaningIt is a shame that this happened as now we are probably looking at replacing both our furnace and hot water tank, being and years old, respectively
Final Business Response /* (4000, 13, 2016/05/27) */
A few different human errors that resulted in poor customer service and poor outcome for the client
There was never a simple "estimate" scheduled as a paid service callA service call charge of $is standard when we go and "consult" with a client what their needs are for small scale HVAC modifications and improvementsThis involves communicating recommended solutions and services after looking at the site and reviewing with the owner of the propertyWe do not provide "free estimates" on anything and everything Acclaimed doesWe do "free in home estimates" on furnace and air conditioning replacements and other major installationsCharles spent minutes at *** consulting on solutions and conversing with the client, as substantiated by our GPS tracking of his truck)Although the on site consulting etcwas done by Charles, no proper follow up with his notes, nor any corresponding estimate and recommendations were provided to the client by AcclaimedAfter Charles did his work, it went into the hands of Jennifer W*** for administrating his written notes and providing an estimate for carrying out any work to the clientJennifer failed multiple times in both providing the client with any site visit notes, recommendations and costs for any of the workJennifer was terminated from her position with Acclaimed, in large part, for her mishandling of this
DATA ENTRY ERRORS - Were a big part of the terrible customer service Acclaimed provided*** was inputted in the customer profile as *** was inputted in the customer profile as *** was inputted in the customer profile as *** These basic, but critical errors in creating the customer profile further added to Acclaimed not being able to communicate properly with the clientA big failPhone number was entered as ***, not *** as noted on your Revdex.com reportI have no idea how anyone would have been able to communicate with you unless you called us as every bit of information on your profile is incorrectThat is on your whole profile with Acclaimed
Cleaning - Pricing is based on the criteria of our base price and the additional costs per extra vent etcEstimating over the phone is done based on customer informationThere should have been communication with the client as to extra air vents or any charges not understood or agreed to at the time of cleaningThere were air vents cleaned on siteOur multi point visual inspection during duct cleaning is not a tune up or serviceIf operation of the furnace or components is observed not to be in good repair, we communicate any of these observationsNothing out of the ordinary was found
Resolution - Acclaimed failed to provide service at a level consistent to its high standardsA refund in full, for ALL payment made to Acclaimed is offered to the clientIn addition, Acclaimed will at its own cost, send out the service manager to attend to any furnace noise that was the result of any cleaning process
We feel terribly, that the client has had to deal with these issues, caused by our former office manager mishandling of thingsPlease advise if this would be acceptableI will fax the estimate to Revdex.com referencing the Case #
Final Consumer Response /* (2000, 16, 2016/05/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I still feel like I am getting the run around, we accept the proposed resolutionI feel like all of this is getting dumped on Jennifer, and no one else is taking responsibilityI agree she had a large part in the miscommunication, she did not err on siteI do believe some of my profile info was edited after the fact, or you are calling me a liaras the cleaning crew did phone me when they were on their way and had arrivedThe call log on my phone can confirm thisAs for the spelling of my name, I always spell it out on the phone, as it is commonly misspelledI requested an estimate quote for the vent install, which the business has changed verbally from to free estimate to a consultation multiple timesCharles is the one who suggested moving the vent near the stairs, which brought up my disabilityI did not know he would charge me for having to explain my disorder, as he talked with my fiancée and I on these types of unrelated (to the vents I wanted installed)issuesI just wanted to know how much money to install the two vents to the outside, I never asked for a fume hood to be included in the kitchen vent pricing, as we already had purchased one, and just needed the pipe and outside vent coverSo Charles spent more time talking to us about my disabilities and sickness in his own familythan the vent installTwo vents, requiring cutting holes in the house's exterior walls I would consider a major installMaybe drilling through a foot of concrete is not a "major" job for your companyI would advise that you be more clear with future clients on the difference between a "free estimate" and "consultation" and "major jobs" vs "non-major HVAC", as I am still confusedWhen I originally scheduled the cleaning, I counted vents, no price was quoted to me except the website ad of plus 11.95/extra ventEven with the vents they told us about after the cleaning when they were taking the fiancée's credit card info; plus vents @ eaequals plus taxAs you can see, that is not what we were chargedWe were charged total, which equals before taxNo explanation still for the extra Another error you can't blame on data entryWhen you advertise an online price, I would hope that you stick to it, and list any additional fees, if that is the difference(or maybe just a calculation error on the cleaning tech's part?) *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
So this is your chance to redeem yourselvesAs the rattling that started after the cleaning sounds like a washing machine that is off balance; has always been the biggest concern, next to getting the correct service records for the work doneIf you stick to your proposed resolution; refund "ALL costs" (I am assuming that means the cleaning AND the quote/estimate/consultation) AND send your service manager to check and hopefully fix the furnace rattle "at no charge", we would be satisfied