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First Call Heating & Cooling

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First Call Heating & Cooling Reviews (4)

***, After several voice mails back and forth I am glad we connected this afternoon We apologize for this happening to you and your wife, this is not standard business practice for our company We will be sending you a full refund for the service call to your home This is not something we take lightly and will review this situation with the technician that was at your home and provide him with additional training in not only the equipment but how it was communicated with you as our customer Sincerely, Paul H [redacted] Service Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: [redacted]
I am rejecting this response because the comment below in the response is completely false. I am the homeowner and the service department never notified the homeowner of the issue below.  I was never notified of an additional work order and have never seen this work order or signed off on it. I never received a call for authorization of the $229 or any additional charges. I have tenants in the home and they were present when the oil was filled and were not authorized to sign off on work orders or to order additional service. I made the  First Call and the initial service technician who I actually spoke to on the phone aware  that I had tenants in the property and that I was to authorize and charges/service. That clearly did not happen as I was charged $229 without ever seeing a work order having the charges explained or authorized by me and I'm the cardholder and homeowner.5/17 the service department notified the homeowner that the furnace was not able to be primed and started by the oil driver which would require a return trip by the service technician and because of the oil being ran empty like it was in October as well it will need another tune-up and quoted $229 and noted on the work order if any additional repairs were needed to call for additional authorization.  We dispatched a technician that same day, the tune up was performed and the system was operating properly when he left that evening.  The customer gave us their credit card number and the technician noted on his paperwork to charge $229 on file.  This charge should have been charged more promptly.  This technician did fail to turn in his paperwork until June 1st for month end posting which is why the charge happened on the 2nd of June.The first time this was brought to my attention was on Wednesday June 21st.  I discussed with the customer for nearly an hour of what happened over thirty days ago based on the notes in our system, each work order by the Customer Service Representative, Oil Driver and Service Technician’s notes and GPS records.
Sincerely,
[redacted]

[redacted],
After several voice mails back and forth I am glad we connected this afternoon.  We apologize for this happening to you and your wife, this is not standard business practice for our company.  We will be sending you a full refund for the service call to your home.  This is not...

something we take lightly and will review this situation with the technician that was at your home and provide him with additional training in not only the equipment but how it was communicated with you as our customer.
 
Sincerely,
Paul H[redacted]
Service Manager

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Address: 13150 Clackamas River Dr, Oregon City, Oregon, United States, 97045-1172

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