Dear Ms [redacted] , Let me first start off with a sincere apologyI have always been of the frame of mind that if a customer goes to the extent to write a letter such as this, then someone in that company has not made an effort to resolve that customer's problem sufficient for the need of the customerFor that reason alone, I will take total fault and will speak to every employee of my company and try to improve our understanding from a customer's perspectiveSometimes there are companies that simply do not care if the customer is happy and sometimes the company cares, but just doesn't do something the correct wayRest assured that Four Seasons HVAC does indeed care and realizes that without you and customers like you, we simply cannot stay in businessWith that in mind, I have reviewed the file and here is what I have found: On Sunday, 8/31/**, your [redacted] company, First [redacted] , dispatched your work order to our answering service (because it was not classified as an emergency call)The work order stated you were having a problem with water leaking around your utility closetI have enclosed a copy of that work order so you know the date and timeThe following morning, the dispatcher from our company received this same work order and contacted you, setting up the first available appointment for 9/3/**The appointment was set within two days of our receiving the work orderOur dispatchers are instructed to give each customer an hour notice prior to arrivingIt is simply not feasible to give each customer a 3-hour call ahead before arriving because we do not know how long each job will take and we try to be as prompt as possible, so we try to call every customer to give them an hour notice of our arrivalIn regards to "bland personality" from our receptionist - I know that during the extremely busy times that our employees work under a lot of pressure trying to get every customer repaired in a timely mannerPerhaps this pressure caused her to be less than what we strive forTrust that we have used this review to teach better customer service to our office personnelNow, in regards to the actual problem with the water leak: The technician found that the evaporator (A-Coil) was stopped up full of dirt and he dismantled the coil and partially cleaned it at no additional charge to you, even though maintenance is not included in your [redacted] policyThe technician also stated there were a few additional problems: The original installation was done with 1/2" PVC piping and should have been 3/4" PVC pipingThe condensate tubing was run through the attic and over a period of time the heat causes this tubing to flatten outThe galvanized metal on the A-Coil that diverts airflow through the coil had rusted through and was now allowing water to blow outside of its perimeter, which is inside the drain panThis was causing the main water leak and someone previously attempted to fix this issue by trying to caulk itThe overall condition of this coil was very poorThe technician informed us that the ***owner was shown these issues and that we would call the [redacted] company with a diagnosis and try to get them to install a new coilPlease note, the technician we sent to your [redacted] is a licensed Journeyman and has been with this company for over yearsHe thought he was very thorough with his diagnosis - that the coil was extremely dirty and rusted outWe did turn this claim into your [redacted] company along with the costs to remedy the issueFirst [redacted] company approved the repair, but did not cover all of the expensesIt is our understanding that when a seller of a [redacted] buys a [redacted] policy for the perspective buyer, or even when the [redacted] purchase a [redacted] for themselves, they have the option to purchase upgrades that cover different thingsIn other words, there are policies that cover some of these non-covered items and some policies do notWe don't know which policy was purchased for you, so we have to confirm your coverage with your [redacted] companyWe are an independent service provider who is hired to diagnose the problem, inform the [redacted] company of the problem and possibly repair the problemWe do not have any authority or say if the issue is covered or how much is coveredIn this particular case, the [redacted] company informed us that all of the expenses were covered except $We then made a call to you and this was explained to you and you then approved the non-covered costsA day or so later you called in to ask if one of the non-covered items, the Metro Louisville required float safety switch could be installed by "your friend" instead of our companyWe informed you that yes, as long as it was performed prior to our completing the jobIt was your choice as to who you had perform the non-covered itemsIn regards to the cost of the job being less with your friend doing the job, I am sorry, but we cannot compete with someone who is doing this on the side, or does not have the expenses of a companyOur costs and fees are very competitive and are monitored by your [redacted] companyPlease note that you informed us that you had a friend that does this work and even asked us to see if we could have your coil shipped directly to you so he could do the work for youThis is why we did inform you that at any time, you have the choice to tell your [redacted] company that you would like for them to pay you their cost of repairs directly to you so he could do the work for youAt the time, you chose to have Four Seasons HVAC perform the repairsWhen the parts came in, we called you to schedule the repairIt was then that you informed us that according to your friend, the remaining non-covered items should be lessWe tried to explain what the non-covered items were, but at that time you were too upset and would only tell us that our office employee did not explain the non-covered costs to you correctlyWe even asked to you to call your [redacted] company and they would explain the costs to youThe original non-covered costs were $- not the $as stated in your reviewThen when you had the required float safety switch installed by your friend, this reduced the costs to $I'm sorry for any miscommunication from our office in explaining your non-covered costs to youWe have thoroughly re-trained all of our office employees as to the correct explanation and terminologyIn the end, the [redacted] company also should have called you to explain your coverage - we do not know any more than what they tell usI am told that you took the buyout for the replacement of the evaporator coil from the [redacted] company, but that the coil has not been replaced? However, we're glad your problem has been resolvedI hope that in the future maybe you will see that we tried to get your problem fixed the correct way instead of a quick fix, that we were trying to give you fast, prompt service and that this was just a communication issue that hopefully we are better at with the training from this reviewPlease try us again in the future and we will do betterI will prove to you my sincerity by offering the next service call or even routine cleaning at no charge to you for just giving us another try at gaining your trust backSincerely, The Management of Four Seasons HVAC [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I do appreciate your apology but it is hard for me to sense your sincerity as there are false claims within this reply.
I never said anything about the out of pocket expenses being $400, I accurately stated the original $350 quote.
I never approved the non covered costs initially I simply said something along the lines of "there is no way I can pay that right now, can you please talk to the manager about this." On the same call I asked for the specific amounts and what they were for. Thus bringing me to verify them. It was the same day or the day after that I was told they would hold my check for two weeks after speaking to the manager. I then requested that the same Freon to be used as we didn't want new if it wasn't needed. THAT'S the biggest issue here. The modifications and flow switch I initially did not have an issue with. Those made sense.
As I was explained the previous day the charge was to discard the old Freon. She then preceded to justify that need by two points. 1-The Freon was already contaminated and the technician did a test and 2-even if the test wasn't done this kind of repair would contaminate the Freon. She even explained the same round about way on a third call the same day and when asked if the tech could test the Freon to show contamination before I was going to pay-she said they would do an acid test, no problem.
All of that took place the previous week so fast forwarding to the following Tuesday. That's when I received a call from a manager, I believe, and was told something like "I understand you have confusion about the out of pocket charges" I never was confused about the out of pocket charges. I was explained them on more than one phone call. It was only after I asked for proof of contamination that the story changed. Now it's the acoil disposal I would be paying for. I felt as if at the beginning of the call he did not believe me and put me on hold to talk to the rep to "get her side of the story". He blamed me basically, not his rep. I asked him to make it right, the response was I can get a buy out.
After becoming angry and frustrated I was willing to get a buy out despite being even more money out of pocket than if I were to use your company for the repair. When I called them to inquire about this I asked about the initial out of pocket expenses. They explained it the exact same as your rep did. To try and rectify the situation, and act as a mediator, they called your company back. Again the story changed, conveniently. I am over it at this point. I had two options per the [redacted] company, a buy out which barely covered the a-coil part or let you finish. I would rather pay $1000 out of pocket then let you make a cent of it. So that's what I did.
I genuinely feel as if another company, an honest one, would have done the initial diagnosis then I would not have had to repair the entire floor. I now have to call a company to dry out the area, then replace all of the carpet in the living, hall and play room. After the technician left my carpet became saturated to the point of splashing when stepping. Despite him "temporarily" fixing it. I don't feel as if the necessary steps (his attempt to rig it for the week) nor the warning as to what kind of damage this could cause, was taken. The time it took to resolve this issue, contributed to the fact that I now have to replace all of that carpet despite it being brand new last year!
I will not accept your "next call or cleaning for free" as an attempt to rectify this situation. I will pursue this to the fullest extent possible as I feel it's unfair, dishonest and down right wrong. This is your third opportunity to make it right.
I stand by my opinion of you being dishonest and conveniently excusing as you did with your reply her
Dear Ms. [redacted],
Let me first start off with a sincere apology. I have always been of the frame of mind that if a customer goes to the extent to write a letter such as this, then someone in that company has not made an effort to resolve that customer's problem sufficient for the need of the...
customer. For that reason alone, I will take total fault and will speak to every employee of my company and try to improve our understanding from a customer's perspective. Sometimes there are companies that simply do not care if the customer is happy and sometimes the company cares, but just doesn't do something the correct way. Rest assured that Four Seasons HVAC does indeed care and realizes that without you and customers like you, we simply cannot stay in business. With that in mind, I have reviewed the file and here is what I have found: On Sunday, 8/31/**, your [redacted] company, First [redacted], dispatched your work order to our answering service (because it was not classified as an emergency call). The work order stated you were having a problem with water leaking around your utility closet. I have enclosed a copy of that work order so you know the date and time. The following morning, the dispatcher from our company received this same work order and contacted you, setting up the first available appointment for 9/3/**. The appointment was set within two days of our receiving the work order. Our dispatchers are instructed to give each customer an hour notice prior to arriving. It is simply not feasible to give each customer a 3-4 hour call ahead before arriving because we do not know how long each job will take and we try to be as prompt as possible, so we try to call every customer to give them an hour notice of our arrival. In regards to "bland personality" from our receptionist - I know that during the extremely busy times that our employees work under a lot of pressure trying to get every customer repaired in a timely manner. Perhaps this pressure caused her to be less than what we strive for. Trust that we have used this review to teach better customer service to our office personnel. Now, in regards to the actual problem with the water leak: The technician found that the evaporator (A-Coil) was stopped up full of dirt and he dismantled the coil and partially cleaned it at no additional charge to you, even though maintenance is not included in your [redacted] policy. The technician also stated there were a few additional problems: The original installation was done with 1/2" PVC piping and should have been 3/4" PVC piping. The condensate tubing was run through the attic and over a period of time the heat causes this tubing to flatten out. The galvanized metal on the A-Coil that diverts airflow through the coil had rusted through and was now allowing water to blow outside of its normal perimeter, which is inside the drain pan. This was causing the main water leak and someone previously attempted to fix this issue by trying to caulk it. The overall condition of this coil was very poor. The technician informed us that the [redacted]owner was shown these issues and that we would call the [redacted] company with a diagnosis and try to get them to install a new coil. Please note, the technician we sent to your [redacted] is a licensed Journeyman and has been with this company for over 26 years. He thought he was very thorough with his diagnosis - that the coil was extremely dirty and rusted out. We did turn this claim into your [redacted] company along with the costs to remedy the issue. First [redacted] company approved the repair, but did not cover all of the expenses. It is our understanding that when a seller of a [redacted] buys a [redacted] policy for the perspective buyer, or even when the [redacted] purchase a [redacted] for themselves, they have the option to purchase upgrades that cover different things. In other words, there are policies that cover some of these non-covered items and some policies do not. We don't know which policy was purchased for you, so we have to confirm your coverage with your [redacted] company. We are an independent service provider who is hired to diagnose the problem, inform the [redacted] company of the problem and possibly repair the problem. We do not have any authority or say if the issue is covered or how much is covered. In this particular case, the [redacted] company informed us that all of the expenses were covered except $350. We then made a call to you and this was explained to you and you then approved the non-covered costs. A day or so later you called in to ask if one of the non-covered items, the Metro Louisville required float safety switch could be installed by "your friend" instead of our company. We informed you that yes, as long as it was performed prior to our completing the job. It was your choice as to who you had perform the non-covered items. In regards to the cost of the job being less with your friend doing the job, I am sorry, but we cannot compete with someone who is doing this on the side, or does not have the expenses of a normal company. Our costs and fees are very competitive and are monitored by your [redacted] company. Please note that you informed us that you had a friend that does this work and even asked us to see if we could have your coil shipped directly to you so he could do the work for you. This is why we did inform you that at any time, you have the choice to tell your [redacted] company that you would like for them to pay you their cost of repairs directly to you so he could do the work for you. At the time, you chose to have Four Seasons HVAC perform the repairs. When the parts came in, we called you to schedule the repair. It was then that you informed us that according to your friend, the remaining non-covered items should be less. We tried to explain what the non-covered items were, but at that time you were too upset and would only tell us that our office employee did not explain the non-covered costs to you correctly. We even asked to you to call your [redacted] company and they would explain the costs to you. The original non-covered costs were $350 - not the $400 as stated in your review. Then when you had the required float safety switch installed by your friend, this reduced the costs to $225. I'm sorry for any miscommunication from our office in explaining your non-covered costs to you. We have thoroughly re-trained all of our office employees as to the correct explanation and terminology. In the end, the [redacted] company also should have called you to explain your coverage - we do not know any more than what they tell us. I am told that you took the buyout for the replacement of the evaporator coil from the [redacted] company, but that the coil has not been replaced? However, we're glad your problem has been resolved. I hope that in the future maybe you will see that we tried to get your problem fixed the correct way instead of a quick fix, that we were trying to give you fast, prompt service and that this was just a communication issue that hopefully we are better at with the training from this review. Please try us again in the future and we will do better. I will prove to you my sincerity by offering the next service call or even routine cleaning at no charge to you for just giving us another try at gaining your trust back. Sincerely, The Management of Four Seasons HVAC
Dear Ms [redacted] , Let me first start off with a sincere apologyI have always been of the frame of mind that if a customer goes to the extent to write a letter such as this, then someone in that company has not made an effort to resolve that customer's problem sufficient for the need of the customerFor that reason alone, I will take total fault and will speak to every employee of my company and try to improve our understanding from a customer's perspectiveSometimes there are companies that simply do not care if the customer is happy and sometimes the company cares, but just doesn't do something the correct wayRest assured that Four Seasons HVAC does indeed care and realizes that without you and customers like you, we simply cannot stay in businessWith that in mind, I have reviewed the file and here is what I have found: On Sunday, 8/31/**, your [redacted] company, First [redacted] , dispatched your work order to our answering service (because it was not classified as an emergency call)The work order stated you were having a problem with water leaking around your utility closetI have enclosed a copy of that work order so you know the date and timeThe following morning, the dispatcher from our company received this same work order and contacted you, setting up the first available appointment for 9/3/**The appointment was set within two days of our receiving the work orderOur dispatchers are instructed to give each customer an hour notice prior to arrivingIt is simply not feasible to give each customer a 3-hour call ahead before arriving because we do not know how long each job will take and we try to be as prompt as possible, so we try to call every customer to give them an hour notice of our arrivalIn regards to "bland personality" from our receptionist - I know that during the extremely busy times that our employees work under a lot of pressure trying to get every customer repaired in a timely mannerPerhaps this pressure caused her to be less than what we strive forTrust that we have used this review to teach better customer service to our office personnelNow, in regards to the actual problem with the water leak: The technician found that the evaporator (A-Coil) was stopped up full of dirt and he dismantled the coil and partially cleaned it at no additional charge to you, even though maintenance is not included in your [redacted] policyThe technician also stated there were a few additional problems: The original installation was done with 1/2" PVC piping and should have been 3/4" PVC pipingThe condensate tubing was run through the attic and over a period of time the heat causes this tubing to flatten outThe galvanized metal on the A-Coil that diverts airflow through the coil had rusted through and was now allowing water to blow outside of its perimeter, which is inside the drain panThis was causing the main water leak and someone previously attempted to fix this issue by trying to caulk itThe overall condition of this coil was very poorThe technician informed us that the ***owner was shown these issues and that we would call the [redacted] company with a diagnosis and try to get them to install a new coilPlease note, the technician we sent to your [redacted] is a licensed Journeyman and has been with this company for over yearsHe thought he was very thorough with his diagnosis - that the coil was extremely dirty and rusted outWe did turn this claim into your [redacted] company along with the costs to remedy the issueFirst [redacted] company approved the repair, but did not cover all of the expensesIt is our understanding that when a seller of a [redacted] buys a [redacted] policy for the perspective buyer, or even when the [redacted] purchase a [redacted] for themselves, they have the option to purchase upgrades that cover different thingsIn other words, there are policies that cover some of these non-covered items and some policies do notWe don't know which policy was purchased for you, so we have to confirm your coverage with your [redacted] companyWe are an independent service provider who is hired to diagnose the problem, inform the [redacted] company of the problem and possibly repair the problemWe do not have any authority or say if the issue is covered or how much is coveredIn this particular case, the [redacted] company informed us that all of the expenses were covered except $We then made a call to you and this was explained to you and you then approved the non-covered costsA day or so later you called in to ask if one of the non-covered items, the Metro Louisville required float safety switch could be installed by "your friend" instead of our companyWe informed you that yes, as long as it was performed prior to our completing the jobIt was your choice as to who you had perform the non-covered itemsIn regards to the cost of the job being less with your friend doing the job, I am sorry, but we cannot compete with someone who is doing this on the side, or does not have the expenses of a companyOur costs and fees are very competitive and are monitored by your [redacted] companyPlease note that you informed us that you had a friend that does this work and even asked us to see if we could have your coil shipped directly to you so he could do the work for youThis is why we did inform you that at any time, you have the choice to tell your [redacted] company that you would like for them to pay you their cost of repairs directly to you so he could do the work for youAt the time, you chose to have Four Seasons HVAC perform the repairsWhen the parts came in, we called you to schedule the repairIt was then that you informed us that according to your friend, the remaining non-covered items should be lessWe tried to explain what the non-covered items were, but at that time you were too upset and would only tell us that our office employee did not explain the non-covered costs to you correctlyWe even asked to you to call your [redacted] company and they would explain the costs to youThe original non-covered costs were $- not the $as stated in your reviewThen when you had the required float safety switch installed by your friend, this reduced the costs to $I'm sorry for any miscommunication from our office in explaining your non-covered costs to youWe have thoroughly re-trained all of our office employees as to the correct explanation and terminologyIn the end, the [redacted] company also should have called you to explain your coverage - we do not know any more than what they tell usI am told that you took the buyout for the replacement of the evaporator coil from the [redacted] company, but that the coil has not been replaced? However, we're glad your problem has been resolvedI hope that in the future maybe you will see that we tried to get your problem fixed the correct way instead of a quick fix, that we were trying to give you fast, prompt service and that this was just a communication issue that hopefully we are better at with the training from this reviewPlease try us again in the future and we will do betterI will prove to you my sincerity by offering the next service call or even routine cleaning at no charge to you for just giving us another try at gaining your trust backSincerely, The Management of Four Seasons HVAC [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I do appreciate your apology but it is hard for me to sense your sincerity as there are false claims within this reply.
I never said anything about the out of pocket expenses being $400, I accurately stated the original $350 quote.
I never approved the non covered costs initially I simply said something along the lines of "there is no way I can pay that right now, can you please talk to the manager about this." On the same call I asked for the specific amounts and what they were for. Thus bringing me to verify them. It was the same day or the day after that I was told they would hold my check for two weeks after speaking to the manager. I then requested that the same Freon to be used as we didn't want new if it wasn't needed. THAT'S the biggest issue here. The modifications and flow switch I initially did not have an issue with. Those made sense.
As I was explained the previous day the charge was to discard the old Freon. She then preceded to justify that need by two points. 1-The Freon was already contaminated and the technician did a test and 2-even if the test wasn't done this kind of repair would contaminate the Freon. She even explained the same round about way on a third call the same day and when asked if the tech could test the Freon to show contamination before I was going to pay-she said they would do an acid test, no problem.
All of that took place the previous week so fast forwarding to the following Tuesday. That's when I received a call from a manager, I believe, and was told something like "I understand you have confusion about the out of pocket charges" I never was confused about the out of pocket charges. I was explained them on more than one phone call. It was only after I asked for proof of contamination that the story changed. Now it's the acoil disposal I would be paying for. I felt as if at the beginning of the call he did not believe me and put me on hold to talk to the rep to "get her side of the story". He blamed me basically, not his rep. I asked him to make it right, the response was I can get a buy out.
After becoming angry and frustrated I was willing to get a buy out despite being even more money out of pocket than if I were to use your company for the repair. When I called them to inquire about this I asked about the initial out of pocket expenses. They explained it the exact same as your rep did. To try and rectify the situation, and act as a mediator, they called your company back. Again the story changed, conveniently. I am over it at this point. I had two options per the [redacted] company, a buy out which barely covered the a-coil part or let you finish. I would rather pay $1000 out of pocket then let you make a cent of it. So that's what I did.
I genuinely feel as if another company, an honest one, would have done the initial diagnosis then I would not have had to repair the entire floor. I now have to call a company to dry out the area, then replace all of the carpet in the living, hall and play room. After the technician left my carpet became saturated to the point of splashing when stepping. Despite him "temporarily" fixing it. I don't feel as if the necessary steps (his attempt to rig it for the week) nor the warning as to what kind of damage this could cause, was taken. The time it took to resolve this issue, contributed to the fact that I now have to replace all of that carpet despite it being brand new last year!
I will not accept your "next call or cleaning for free" as an attempt to rectify this situation. I will pursue this to the fullest extent possible as I feel it's unfair, dishonest and down right wrong. This is your third opportunity to make it right.
I stand by my opinion of you being dishonest and conveniently excusing as you did with your reply her
Dear Ms. [redacted],
Let me first start off with a sincere apology. I have always been of the frame of mind that if a customer goes to the extent to write a letter such as this, then someone in that company has not made an effort to resolve that customer's problem sufficient for the need of the...
customer. For that reason alone, I will take total fault and will speak to every employee of my company and try to improve our understanding from a customer's perspective. Sometimes there are companies that simply do not care if the customer is happy and sometimes the company cares, but just doesn't do something the correct way. Rest assured that Four Seasons HVAC does indeed care and realizes that without you and customers like you, we simply cannot stay in business. With that in mind, I have reviewed the file and here is what I have found: On Sunday, 8/31/**, your [redacted] company, First [redacted], dispatched your work order to our answering service (because it was not classified as an emergency call). The work order stated you were having a problem with water leaking around your utility closet. I have enclosed a copy of that work order so you know the date and time. The following morning, the dispatcher from our company received this same work order and contacted you, setting up the first available appointment for 9/3/**. The appointment was set within two days of our receiving the work order. Our dispatchers are instructed to give each customer an hour notice prior to arriving. It is simply not feasible to give each customer a 3-4 hour call ahead before arriving because we do not know how long each job will take and we try to be as prompt as possible, so we try to call every customer to give them an hour notice of our arrival. In regards to "bland personality" from our receptionist - I know that during the extremely busy times that our employees work under a lot of pressure trying to get every customer repaired in a timely manner. Perhaps this pressure caused her to be less than what we strive for. Trust that we have used this review to teach better customer service to our office personnel. Now, in regards to the actual problem with the water leak: The technician found that the evaporator (A-Coil) was stopped up full of dirt and he dismantled the coil and partially cleaned it at no additional charge to you, even though maintenance is not included in your [redacted] policy. The technician also stated there were a few additional problems: The original installation was done with 1/2" PVC piping and should have been 3/4" PVC piping. The condensate tubing was run through the attic and over a period of time the heat causes this tubing to flatten out. The galvanized metal on the A-Coil that diverts airflow through the coil had rusted through and was now allowing water to blow outside of its normal perimeter, which is inside the drain pan. This was causing the main water leak and someone previously attempted to fix this issue by trying to caulk it. The overall condition of this coil was very poor. The technician informed us that the [redacted]owner was shown these issues and that we would call the [redacted] company with a diagnosis and try to get them to install a new coil. Please note, the technician we sent to your [redacted] is a licensed Journeyman and has been with this company for over 26 years. He thought he was very thorough with his diagnosis - that the coil was extremely dirty and rusted out. We did turn this claim into your [redacted] company along with the costs to remedy the issue. First [redacted] company approved the repair, but did not cover all of the expenses. It is our understanding that when a seller of a [redacted] buys a [redacted] policy for the perspective buyer, or even when the [redacted] purchase a [redacted] for themselves, they have the option to purchase upgrades that cover different things. In other words, there are policies that cover some of these non-covered items and some policies do not. We don't know which policy was purchased for you, so we have to confirm your coverage with your [redacted] company. We are an independent service provider who is hired to diagnose the problem, inform the [redacted] company of the problem and possibly repair the problem. We do not have any authority or say if the issue is covered or how much is covered. In this particular case, the [redacted] company informed us that all of the expenses were covered except $350. We then made a call to you and this was explained to you and you then approved the non-covered costs. A day or so later you called in to ask if one of the non-covered items, the Metro Louisville required float safety switch could be installed by "your friend" instead of our company. We informed you that yes, as long as it was performed prior to our completing the job. It was your choice as to who you had perform the non-covered items. In regards to the cost of the job being less with your friend doing the job, I am sorry, but we cannot compete with someone who is doing this on the side, or does not have the expenses of a normal company. Our costs and fees are very competitive and are monitored by your [redacted] company. Please note that you informed us that you had a friend that does this work and even asked us to see if we could have your coil shipped directly to you so he could do the work for you. This is why we did inform you that at any time, you have the choice to tell your [redacted] company that you would like for them to pay you their cost of repairs directly to you so he could do the work for you. At the time, you chose to have Four Seasons HVAC perform the repairs. When the parts came in, we called you to schedule the repair. It was then that you informed us that according to your friend, the remaining non-covered items should be less. We tried to explain what the non-covered items were, but at that time you were too upset and would only tell us that our office employee did not explain the non-covered costs to you correctly. We even asked to you to call your [redacted] company and they would explain the costs to you. The original non-covered costs were $350 - not the $400 as stated in your review. Then when you had the required float safety switch installed by your friend, this reduced the costs to $225. I'm sorry for any miscommunication from our office in explaining your non-covered costs to you. We have thoroughly re-trained all of our office employees as to the correct explanation and terminology. In the end, the [redacted] company also should have called you to explain your coverage - we do not know any more than what they tell us. I am told that you took the buyout for the replacement of the evaporator coil from the [redacted] company, but that the coil has not been replaced? However, we're glad your problem has been resolved. I hope that in the future maybe you will see that we tried to get your problem fixed the correct way instead of a quick fix, that we were trying to give you fast, prompt service and that this was just a communication issue that hopefully we are better at with the training from this review. Please try us again in the future and we will do better. I will prove to you my sincerity by offering the next service call or even routine cleaning at no charge to you for just giving us another try at gaining your trust back. Sincerely, The Management of Four Seasons HVAC
[redacted]