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GAC Services Reviews (13)

From: [redacted] < [redacted] @***.com>Date: Mon, Oct 23, at 9:AMSubject: Re: Revdex.com Claim # [redacted] re: GAC ServicesTo: [redacted] < [redacted] @***.com>, " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Hi [redacted] ,Good morningI just wanted to let you know that my husband and I did receive a letter and $check from GAC Services over the weekend confirming that this matter is now closedThank you again for all of your assistance in Revdex.com Claim # [redacted] We really appreciate your help Sincerely, -Sarya

Date: Wed, Jun 14, at 3:PMSubject: RE: [redacted] Complaint ( [redacted] To: [redacted] < [redacted] @myRevdex.com.org> [redacted] , In response to this complaint, I can inform you that the customer filed a formal complaint about this same topic with Montgomery County Consumer Affairs department I answered their request for a response immediately, and I will defer to them for the resolutionIn short, here is the last few paragraphs of my response to MC Consumer Affairs:The error most consumers make when looking at price complaints is that they think the price charged is only for a “part”, as seems to be the case here In addition, many consumers incorrectly believe that the “labor” portion of a repair bill is what the technician gets paid On the contrary, while technicians are paid well, you won’t see many living in million dollar homes driving fancy cars The labor we charge is what it costs to not only pay those technicians, but to simply employ them! And, to be sure they are ready and able to get the job done when the customer needs them I hope I have proven that there are so many more variables and expenses that are incorporated into determining a price to set on a “repair” over and above the cost of the part used to make that repair Many of those costs are staggeringly higher than most consumers understand or recognize The cost to simply be in business in Montgomery County is high enough to drive many businesses out The bottom line is this, we are not price gouging, we are not being deceptive, we are not being evasive; we are simply in business And that business is costly If we did not charge the prices we charge, we would not be in business very long, periodAdditionally, what value is allotted by the consumer for the fact that there is someone there who is equipped with the proper knowledge, tools, parts and availability to get the job diagnosed and fixed correctly? If [redacted] had properly diagnosed the problem with his system, he could have easily bought the “part” online, and assuming he owned or had access to the proper tools to replace the part, he could have done it himself Apparently, he does not possess these things, as don’t most homeowners; which is why we are here There has to be some value for that, doesn’t there? I do not think it is fair to ask us to refund almost $towards this service call In so doing, my company would technically lose over $just for fixing [redacted] ’s system and making him comfortable again I hope from my explanation that you and [redacted] agree While I am sure [redacted] will not be happy with that result, it is truly my hope that he understands we are not trying to rip him or anyone off, we are just trying to survive to help as many people as we can I am sorry that [redacted] was not available to take the calls from our client service team director, as I’m sure MrM [redacted] would have explained this as clearly as he could to [redacted] and hopefully avoided this complaintLastly, [redacted] mentions that he has had this same repair done by two other contractors at a lower cost in the past I cannot comment as to how other service providers price their repairs It does make me curious why he did not choose to call them again for service though Is it possible he wanted better service? Is it possible they are no longer in business? Is it possible he did call one of them and they could not be flexible enough to satisfy his schedule requests? Is it possible he was unhappy with the level of professionalism from them? I do not know the answers to these questions What I do know is we provided a great service to [redacted] at a reasonable and professional price to allow us to provide that service to him and so many other Montgomery County residents We will be here to honor the warranty period on that repair and again when he needs us next time I only hope he will give us another chance to prove that we are worth the money I believe and hope our history of high praises from thousands of consumers in Montgomery County, in conjunction with our extremely low complaint rate will attest to that factBecause I have already responded to this customer through MC Consumer Affairs, I will defer to them to handle this Whatever MC Consumer Affairs tells me I need to do in response to the customer, I will do Respectfully, Tony P

This is a copy of the email I sent directly to the customer:I am sorry that you have lost trust in me and in my company I assure you that we are the same company that you have always dealt with; nothing has changed I apologize that you have had a bad experience I wish I could say or do something that would make it up to you, but it appears, from the sounds of your emails, that we may be beyond that pointI do wish to clear up one point; I am not lying to you I do not lieI did call you on the morning of the 8th Attached is a photo of my computer screen which shows my call log (see blue highlight) as well as you account in the background I thought I dialed your cell number, ###-###-#### As you can see in my call log, apparently I left a minute second voicemail for someone at ###-###-#### Hard to believe that in today’s world, we still get wrong numbers and undelivered emailsWe are not trying to scam you or anyone else Our pricing policy is complicated and not easy to just put on an invoice However, I have had to answer a couple of these complaints now; so something needs to change Not in how we set the prices, but rather how we present them I hear your complaint and I am making it a point to provide my management team with a procedure on how to better coach our technicians on how respond to these concerns when they arise on the front end; in the field, face to face with the customer I will also get a procedure in place for my managers to better respond to your concerns if the call is made to them in the case of a technician not adequately explaining the pricing to a customer I will post a version of this on the Revdex.com response site, as requiredWe are both upset that we have to even be in this situation I understand your frustration and again apologize that we have made you feel this way If there is something I can do to help bring this to closure for you, please let me know

It is accurate that our technician found a bad fan motor on this customer’s humidifier. The total price of the “repair” was quoted to the customer, who opted to have us perform the repair. During the repair, the technician found that the circuit board on the same humidifier was also
faulty. At that time, the technician presented the customer with what that portion of the repair would cost. It is my understanding that the customer was unhappy with the total price of the repair, he voiced that unhappiness with the technician and the service manager, but ultimately made the decision to move forward with the repairs.It is important to note that the service manager, in attempting to satisfy one of our member customers, offered an additional discount on the unexpected additional repair. Because of the high cost of the total repairs, the service manager also offered to simply replace the entire humidifier at a dramatically discounted price, which basically equaled the total cost of the repairs. The customer surprisingly chose to make the repairs rather than replace the humidifier. The customer emailed a complaint to the service manager on January 3rd at 4:18pm. In this message, the customer requested a breakdown of the prices we charged him and to speak with me, “… in the next hours.” I received the email the morning of the 4th and began to investigate the situation. By the time I was able to speak with all parties involved, do the research that was necessary, it was now the afternoon of the 5th. I sent the customer a detailed email outlining the answers to his inquiries and provided the requested price breakdown. No excuses, but it is important to point out that this all took place just days after most of us, including myself, returned from a week vacation for the Christmas/New Year’s holiday and it happened to be low temps in the single digits outside. Needless to say, we were awfully busy at that week. This customer’s complaint about the price of a humidifier was and is important to me, however I was forced to triage my time and the situations I needed to deal with. I was simply unable to respond to the customer in his requested hour window. I have attached a copy of the email correspondence for your review. The customer responded to my email late on the evening of Friday the 5th. I called the customer the next Monday morning, the 8th, to discuss his email. He did not answer; I left a voicemail requesting he call me back if he would like to discuss further. I have not heard from him upon this writing on January 16th. In the customer’s email response, he indicated:1. “The intent was not get a discount from you…”, but yet that is what he is asking for in his Revdex.com complaint.2. “… rather correct your practices and help you and not monetarily help myself.” First, while he is not happy with our practices, I do not think they need “correcting”. Second, again, he is still asking for an even further discount than was offered and provided, so it appears he really is looking to monetarily help himself.3. “If your receipt had showed the breakdown that you provided me there’s no contest from me.” So… is the customer willing to let Revdex.com know that he no longer thinks our price is “… not a fair business practice and possibly a scam…”?4. The customer then proceeds to “educate” me in how to price our repairs. I’d like to know his qualifications for such. I’ve been doing it for over years and had very few complaints about it. 5. The customer feels that we, “… want to sell parts at times higher prices in guise of providing a service.” This is the biggest challenge. First, there is no guise! We are not trying to hide anything! We don’t sell parts! We fix things. We make repairs. We provide a service. No one from GAC should have referred to “fixing the customers humidifier” as replacing a part. Sure, there was a faulty part (or two, in this case), and those parts had to be replaced. But the price that was quoted to the customer from the very beginning should have been the cost to “repair” the humidifier. This repair included the part(s) needed. Along with so much more. Obviously we know that customers can search online and find nearly any part needed for their home comfort systems. We don’t try to hide that, we are not afraid of that fact and we do not need to defend that. Now, in this case, the customer challenged the service technician and the service team manager as to why the repair cost so much more than the part he found online. I cannot comment on how those discussions went, but based on the complaint from the customer, my guess is that the communication between the customer, the technician and the service manager did not go well. Our service technicians are coached how to address this type of challenge by a customer; some do a better job than others at their response. Obviously, the service manager was unable to answer the customer’s questions and challenges fully, so we will continue to work together to do better on that.I am very sorry that this situation has upset the customer as it has. This is not the “GAC Experience” that we all work so hard to achieve with every customer contact. Our technician, our service manager and myself have tried our best to answer the customer’s questions. I am sorry the customer feels like he cannot trust us any longer. All I can do is ask for his forgiveness and willingness to give us another chance. He claims that I have now explained the pricing structure such that “… there’s no contest from me.” But, yet he says he still does not trust us. I’m not sure how to answer that.In summary, I feel like we have proven that we are providing services at a reasonable price, at a reasonable profit and not scamming anyone. I disagree with the customer’s price breakdown of $and I feel that he and I both now agree that our price was not all that high. I do not feel a refund is justified; we have already extended discounts on the price. I am willing to discuss this further if the customer feels that is the only way to make him whole. I have already apologized to the customer on the phone and in writing. I do not, however, apologize for our pricing. I appreciate the customer’s years of patronage, and I hope that he will give us another chance to prove why he chose to use us for all those years in the first place

The GAC employee who checked up on my two heating/AC units tried on several occasions to sell me services and parts I did not need He eventually convinced me to replace a coil for $which was still functional and which I could find online for $ At the same time he convinces me to take the one year contract to save 20% on the over priced part A complaint filed with GAC resulted in no response

I had Gac diagnose and fix a faulty ac unitThe quick diagnosis was a faulty capacitor in my exterior condensing unitThis $capacitor was quickly replaced (minutes) and my system worked fineI was then billed $for this inexpensive part and the ten minutes it took to replace itThis was on top of an additional $for the service/diagnosisWhen I contacted the company to complain I was told that I was charged a "flat rate" that I was never made aware ofI like any other customer would have expected to be charged for the diagnosis, parts and labor like in most other businessesInstead I was told about this flat rate fee after the work had been doneManagement had no intention of working with me on this but instead kept trying to up sale me on their service package for $/ year which would have given me a 20% discount or to buy a brand new $- &10,unit from them which they would then reimburse me my $capacitor fee ! I would not recommend them

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Please see point-to-point response below, which are highlighted in blue."It
is accurate that our technician found a bad fan motor on this
customer’s humidifier. The total price of the “repair” was quoted to
the customer, who opted to have us perform the repair. During the
repair, the technician found that the circuit board on the same
humidifier was also faulty. At that time, the technician presented the
customer with what that portion of the repair would cost. It is my
understanding that the customer was unhappy with the total price of the
repair, he voiced that unhappiness with the technician and the service
manager, but ultimately made the decision to move forward with the
repairs."Response: Generally agreeHowever, technician indicated that the price to replace the circuit board is $295/-Please note that the technician was already on site to replace humidifier motorAnd did not come just to replace this circuit board.It is important to note
that the service manager, in attempting to satisfy one of our member
customers, offered an additional discount on the unexpected additional
repair. Because of the high cost of the total repairs, the service
manager also offered to simply replace the entire humidifier at a
dramatically discounted price, which basically equaled the total cost of
the repairs. The customer surprisingly chose to make the repairs
rather than replace the humidifier.Response: Not trueThe service manager was indicating a replacement of the humidifier at the originally quoted priceDiscount was offered only after I asked a price break down and told him that I would complain to Revdex.com about their unfair business practice. The customer emailed a complaint to the service manager on January 3rd
at 4:18pm. In this message, the customer requested a breakdown of the
prices we charged him and to speak with me, “… in the next hours.” I
received the email the morning of the 4th and began to
investigate the situation. By the time I was able to speak with all
parties involved, do the research that was necessary, it was now the
afternoon of the 5th. I sent the customer a detailed email
outlining the answers to his inquiries and provided the requested price
breakdown. No excuses, but it is important to point out that this all
took place just days after most of us, including myself, returned from a
week vacation for the Christmas/New Year’s holiday and it happened to
be low temps in the single digits outside. Needless to say, we were
awfully busy at that week. This customer’s complaint about the price of
a humidifier was and is important to me, however I was forced to triage
my time and the situations I needed to deal with. I was simply unable
to respond to the customer in his requested hour window. I have
attached a copy of the email correspondence for your review. Response: Understand and appreciate the fact that owner might have been busy. The customer responded to my email late on the evening of Friday the 5th. I called the customer the next Monday morning, the 8th,
to discuss his email. He did not answer; I left a voicemail requesting
he call me back if he would like to discuss further. I have not heard
from him upon this writing on January 16th. Response: I have received no call from the company, nor there is any voice mailIf he did indeed call me I would like to know the telephone number he tried to reach meThis further substantiates "credibility/honesty" concerns of mine.In the customer’s email response, he indicated:1. “The intent was not get a discount from you…”, but yet that is what he is asking for in his Revdex.com complaint 2. “…
rather correct your practices and help you and not monetarily help
myself.” First, while he is not happy with our practices, I do not
think they need “correcting”. Second, again, he is still asking for an
even further discount than was offered and provided, so it appears he
really is looking to monetarily help himself.3. “If your receipt had showed the breakdown that you provided me there’s no contest from me.” So…
is the customer willing to let Revdex.com know that he no longer thinks our
price is “… not a fair business practice and possibly a scam…”?Response: This is very trueStill it is not my
intent to get a discount from the business, rather to make consumers
aware of this unfair business practice; wherein the business has a
practice of NOT providing a breakdown of their pricing structure
upfrontThere is indeed an appearance of a scamI am now even more suspicious, because of the fact that the technician indicated during the preventive maintenance that motor will fail sometime during spring and it is going to make noiseHowever, it was making no noise whatsoever, until the so called preventive maintenance was performed. How could one predict when a motor is going to fail? 4. The
customer then proceeds to “educate” me in how to price our repairs.
I’d like to know his qualifications for such. I’ve been doing it for
over years and had very few complaints about it. Response: YesI take exception to this as an educated consumerAccording to the price break down from the business owner provided to me up my complaint to Revdex.com - "Your price was basically calculated as $parts and materials, $labor, $overhead (@35%), $profit (@10%) = $693.". For less than an hour of technician's time, $250/- labor? plus $243/- overhead? And only $profit? I'll leave these to Revdex.com to resolveIf this is indeed the case, why can't the business print this cost of labor and over head rate in their invoice as many other contractors do? This is unfair in my opinionThis the business practice they need to change.5. The
customer feels that we, “… want to sell parts at times higher prices
in guise of providing a service.” This is the biggest challenge.
First, there is no guise! We are not trying to hide anything! We don’t
sell parts! We fix things. We make repairs. We provide a service.
No one from GAC should have referred to “fixing the customers
humidifier” as replacing a part. Sure, there was a faulty part (or two,
in this case), and those parts had to be replaced. But the price that
was quoted to the customer from the very beginning should have been the
cost to “repair” the humidifier. This repair included the part(s)
needed. Along with so much more. Obviously we know that customers can
search online and find nearly any part needed for their home comfort
systems. We don’t try to hide that, we are not afraid of that fact and
we do not need to defend that. Now, in this case, the customer
challenged the service technician and the service team manager as to why
the repair cost so much more than the part he found online. I cannot
comment on how those discussions went, but based on the complaint from
the customer, my guess is that the communication between the customer,
the technician and the service manager did not go well. Our service
technicians are coached how to address this type of challenge by a
customer; some do a better job than others at their response.
Obviously, the service manager was unable to answer the customer’s
questions and challenges fully, so we will continue to work together to
do better on that.I am very
sorry that this situation has upset the customer as it has. This is not
the “GAC Experience” that we all work so hard to achieve with every
customer contact. Our technician, our service manager and myself have
tried our best to answer the customer’s questions. I am sorry the
customer feels like he cannot trust us any longer. All I can do is ask
for his forgiveness and willingness to give us another chance. He
claims that I have now explained the pricing structure such that “…
there’s no contest from me.” But, yet he says he still does not trust
us. I’m not sure how to answer that. Response: Generally accept these, except the trust issue, which has now attained a new low because the business claims to have called me over phone and left a voice mail on 8th morning, while it did not.In
summary, I feel like we have proven that we are providing services at a
reasonable price, at a reasonable profit and not scamming anyone. I
disagree with the customer’s price breakdown of $and I feel that he
and I both now agree that our price was not all that high. I do not
feel a refund is justified; we have already extended discounts on the
price. I am willing to discuss this further if the customer feels that
is the only way to make him whole. I have already apologized to the
customer on the phone and in writing. I do not, however, apologize for
our pricing. I appreciate the customer’s years of patronage, and I hope
that he will give us another chance to prove why he chose to use us for
all those years in the first place.Response: I am even more appalled by the business owners responses to my true concerns and genuine careAgain, I have truly no interest in pocketing a dime or nickel from this business.But I shall reserve my rights to make every attempt as an educated consumer to alert the possibility of scams and unfair business practices of this company to consumers and appropriate authorities alike
I truly appreciate what Revdex.com is doing in this arena
Regards,
*** ***

From: [redacted] <[redacted].com>Date: Mon, Oct 23, 2017 at 9:55 AMSubject: Re: Revdex.com Claim #[redacted] re: GAC ServicesTo: [redacted] <[redacted].com>, "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Hi [redacted],Good morning. I just wanted to let you know that my husband and I did receive a letter and $500 check from GAC Services over the weekend confirming that this matter is now closed. Thank you again for all of your assistance in Revdex.com Claim #[redacted]. We really appreciate your help.  Sincerely, -Sarya

Unfortunately, there is a prominent distrust by consumers regarding our industry and the entire service industry.  In far too many instances, this distrust is warranted due to an over-saturated market and some less-than honest companies.  For 40+ years, we at GAC Services have worked tirelessly to ensure that we never gave any reason to be lumped in with those types of organizations.  We have always taught our team to go above and beyond in any instances where a consumer could potentially cast doubt on our integrity or intentions.  We have continually communicated to everyone on our team that all of our decisions should be based on the goal of creating long-term relationships with our customers. This situation is a prime example of this when; we replaced the original furnace, at the request of the customer, even though it was completely unnecessary.  Above and beyond, completely at our expense, simply to show our customer that we are different; that we value them.  Unfortunately, it became apparent that this customer did not see that value as they continued to distrust us and treat us in a less-than-professional manner.  We upheld our end of the agreements by ensuring that this customer's new systems worked flawlessly, even after the barrage of insults, phone hang-ups, accusations and threats to publicly "bash" us.  Quite frankly, the customer fired us when they told us they would never call us again!   Because of our approach to go above-and-beyond to satisfy our customer, nearly all of these situations are solved to the benefit of the long-term relationship so that both sides win.  On very rare occasions, we are put in a situation where the long-term relationship isn’t feasible.  Sometimes it’s the customer’s unrealistic expectations of us and sometimes it’s our expectations of how the relationship should work.  We always have, and always will strive to develop long-term relationships with each of our customers.   However, we also have an obligation to our employees to ensure that they are not put in unreasonable and/or abusive situations.  When those scenarios occur repetitively, we will terminate the relationship with certain customers.  It’s unfortunate, and it could certainly be mis-interpreted as the fault of GAC Services, but we take our obligation to our employees seriously and we will protect our team when we are unable to reach a reasonable solution.  This happens to be one of those rare instances.  At this point, I am at a loss as to how to respond to this customer.  In fact, I am at a loss as to what they are asking for.  They fired us.  They told us they would never call us again.  We responded in agreement and by informing them that is best in this situation as we must protect our employees, and we marked their account as such.  Now, the customer wants us back?  I do not understand.  If they think we are so bad, why are they asking for us to service them again?  Nothing less than an apology by this customer as to how they have treated us along with their acknowledgement that they would treat our employees in a fully professional manner will make me reconsider dealing with them again.

Date: Wed, Jun 14, 2017 at 3:07 PMSubject: RE: [redacted] Complaint ([redacted]To: [redacted] <[redacted]@myRevdex.com.org>[redacted], In response to this complaint, I can inform you that the customer filed a formal complaint about this same topic with Montgomery County Consumer Affairs...

department.  I answered their request for a response immediately, and I will defer to them for the resolution. In short, here is the last few paragraphs of my response to MC Consumer Affairs:The error most consumers make when looking at price complaints is that they think the price charged is only for a “part”, as seems to be the case here.  In addition, many consumers incorrectly believe that the “labor” portion of a repair bill is what the technician gets paid.  On the contrary, while technicians are paid well, you won’t see many living in million dollar homes driving fancy cars.  The labor we charge is what it costs to not only pay those technicians, but to simply employ them!  And, to be sure they are ready and able to get the job done when the customer needs them.  I hope I have proven that there are so many more variables and expenses that are incorporated into determining a price to set on a “repair” over and above the cost of the part used to make that repair.  Many of those costs are staggeringly higher than most consumers understand or recognize.  The cost to simply be in business in Montgomery County is high enough to drive many businesses out.  The bottom line is this, we are not price gouging, we are not being deceptive, we are not being evasive; we are simply in business.  And that business is costly.  If we did not charge the prices we charge, we would not be in business very long, period. Additionally, what value is allotted by the consumer for the fact that there is someone there who is equipped with the proper knowledge, tools, parts and availability to get the job diagnosed and fixed correctly?  If [redacted] had properly diagnosed the problem with his system, he could have easily bought the “part” online, and assuming he owned or had access to the proper tools to replace the part, he could have done it himself.  Apparently, he does not possess these things, as don’t most homeowners; which is why we are here.  There has to be some value for that, doesn’t there? I do not think it is fair to ask us to refund almost $500 towards this service call.  In so doing, my company would technically lose over $200 just for fixing [redacted]’s system and making him comfortable again.  I hope from my explanation that you and [redacted] agree.  While I am sure [redacted] will not be happy with that result, it is truly my hope that he understands we are not trying to rip him or anyone off, we are just trying to survive to help as many people as we can.  I am sorry that [redacted] was not available to take the calls from our client service team director, as I’m sure Mr. M** would have explained this as clearly as he could to [redacted] and hopefully avoided this complaint. Lastly, [redacted] mentions that he has had this same repair done by two other contractors at a lower cost in the past.  I cannot comment as to how other service providers price their repairs.  It does make me curious why he did not choose to call them again for service though.  Is it possible he wanted better service?  Is it possible they are no longer in business?  Is it possible he did call one of them and they could not be flexible enough to satisfy his schedule requests?  Is it possible he was unhappy with the level of professionalism from them?  I do not know the answers to these questions.  What I do know is we provided a great service to [redacted] at a reasonable and professional price to allow us to provide that service to him and so many other Montgomery County residents.  We will be here to honor the warranty period on that repair and again when he needs us next time.  I only hope he will give us another chance to prove that we are worth the money.  I believe and hope our history of high praises from thousands of consumers in Montgomery County, in conjunction with our extremely low complaint rate will attest to that fact. Because I have already responded to this customer through MC Consumer Affairs, I will defer to them to handle this.  Whatever MC Consumer Affairs tells me I need to do in response to the customer, I will do.  Respectfully, Tony P

We have been communicating and working with the customer to resolve this issue to her satisfaction.  The situation is such that we did, in fact install the properly sized furnace for her application.  This was proven by the ACCA Manual J load calculation that we performed on her...

home.  In addition, her claims that "their new furnace doesn't warm the house" are false.  Our representatives have proven that the system has never been unable to satisfy the desired temperature on the thermostat since the furnace was installed in Dec. 2016.  Also, the event history in the computer of the system proves that the system has worked flawlessly since installation.  The only "adjustments" made were to correct gas pressures.  The bottom line is that this system works perfectly, but the customer insists that it be replaced because she thinks she needs a larger size. Our professional opinion is that this furnace is the proper size for the this customer's application.  Installing the larger furnace the customer is requesting onto this restrictive duct system runs the risk of insufficient air flow to satisfy the larger furnace, potentially loud noise from the blower and premature blower motor failure.  We have discussed this in length with the customer, but she continues to insist that she needs the larger furnace.  Therefore, against our recommendations and professional opinion, we have agreed to replace the furnace with the larger model the customer is demanding in order to satisfy her.  This will be done at no cost to the customer.

This is a copy of the email I sent directly to the customer:I am sorry that you have lost trust in me and in my company.  I assure you that we are the same company that you have always dealt with; nothing has changed.  I apologize that you have had a bad experience.  I wish I could say or do something that would make it up to you, but it appears, from the sounds of your emails, that we may be beyond that point. I do wish to clear up one point;  I am not lying to you.  I do not lie. I did call you on the morning of the 8th.  Attached is a photo of my computer screen which shows my call log (see blue highlight) as well as you account in the background.  I thought I dialed your cell number, ###-###-####.  As you can see in my call log, apparently I left a 1 minute 15 second voicemail for someone at ###-###-####.  Hard to believe that in today’s world, we still get wrong numbers and undelivered emails. We are not trying to scam you or anyone else.  Our pricing policy is complicated and not easy to just put on an invoice.  However, I have had to answer a couple of these complaints now; so something needs to change.  Not in how we set the prices, but rather how we present them.  I hear your complaint and I am making it a point to provide my management team with a procedure on how to better coach our technicians on how respond to these concerns when they arise on the front end; in the field, face to face with the customer.  I will also get a procedure in place for my managers to better respond to your concerns if the call is made to them in the case of a technician not adequately explaining the pricing to a customer.  I will post a version of this on the Revdex.com response site, as required. We are both upset that we have to even be in this situation.  I understand your frustration and again apologize that we have made you feel this way.  If there is something I can do to help bring this to closure for you, please let me know.

June 6, 2017Better Business Beareau1411 K St. NWWashington, DC 20005[redacted]:In the over 20 years that I have been involved with management of GAC, I can count on one hand the circumstances that led to us having to “fire” customers.  Unfortunately, this is one of those circumstances.To begin...

with, yes, we did contract with this customer to replace both HVAC systems serving their home, and the job was completed on December 14, 2016.  Our tech responded the next day for a water leak complaint from the basement furnace, as the customer described.  Our tech identified that we had incorrectly installed a field supplied drain hose/pipe which caused the leak.  He immediately repaired the situation.  However, the customer was irrational and insisted that the furnace was obviously the cause of the problem and insisted that the furnace be replaced.  After thorough attempts to explain that the furnace had nothing to do with the failure, the customer continued to insist the only acceptable solution that would pacify them would be a brand new furnace.  Because of the fact that GAC is, and always has been a company that prides itself on helping customers and satisfying them by doing whatever it takes, we conceded to the customer’s demand and installed a brand new furnace, at our cost, on December 21st.  On March 15, the customer called to report that the furnace located in their attic was not working properly.  Upon diagnosis by one of our senior service technicians, we found that the gas valve in the furnace was faulty and not working properly.  On March 17, we had another senior tech replace the gas valve to solve the problem.  As of speaking with the customer on May 17, it was confirmed that the furnace was still working properly and had no further issues.  The interesting thing about this service call was as follows:  When the customer was informed of the problem with the furnace after our technician diagnosed the problem, she called again insisting that the furnace be replaced!  My technician at the initial service call on March 15 felt that the customer was irrational and would not listen to his recommendations.  He commented that the customer was insistent that the only solution would be to replace the entire furnace.  That is why he left the home without fixing the problem.  The customer then called into our office the next day to discuss the issue, when she was put in contact with Bill W[redacted], VP of Operations.  Bill’s recollection of the situation is that the customer was extremely irrational, aggressive, condescending, rude and unwilling to listen to our recommendations.  The customer threatened GAC in general by stating that if we did not replace the furnace, they would tell everyone they knew not to use us and they would post negative comments online to tell everyone how bad we were.  The customer refused to allow us to make the necessary repair to fix the furnace, as evidenced by the customer’s comment in their complaint, “…I called Bill & asked to please replace the system because of its recurring problems…”  First, there was no “reoccurring problem”, rather just one problem.  Second, Bill assures me there was no “please” from the customer involved in the conversation, rather the conversation was irrational, threatening, condescending and aggressive.  After much pleading with the customer, Bill was able to have a technician enter the home, make the necessary repair and leave.  The customer commented that this technician was “rude”.  I attest that this technician has over 40 years experience as an HVAC technician, he is an expert at what he does, he possesses a Master HVAC license and Master Electrican license from the State of Maryland, he has proven time and again that he is outstanding at solving difficult technical and customer related challenges and has numerous accolades to back up these claims.  One thing for sure is this technician is not rude.I further attest that Bill is truly exceptional when it comes to customer service and has a track record to prove it, as well as numerous customer accolades for his commitment to go over-and-above what is required to make them satisfied.  I ask you to look at Bill’s response to the first demand of the customer to replace the basement furnace due to a field-supplied drain pipe error.  His willingness to do whatever it took to please the customer is evidenced in this response.  However, given the customer’s continued ill-treatment of our staff combined with their irrational demand to replace a furnace that simply needed a gas valve fixed caused Bill to refuse to concede to the customer’s demands for another new furnace, at our cost, during the second situation.  If Bill says the customer was irrational, I stand behind him 100%.  Furthermore, the customer also dealt with our install coordination manager and at least two other customer service representatives, all whom agree with Bill’s version that the customer was acting aggressive, accusatory, condescending and irrationally during their conversations with them.  All technicians involved with both of these situations also concur with this analysis of the customer interactions as well.  Quite frankly, one of the technicians actually left the customer’s home during one of the visits because he felt so badly treated by the customer that he simply refused to reenter the customer’s home.During Bill’s last conversation with the customer in March, Bill responded to the customers threats if we did not replace the attic furnace with a comment along the lines of, “… maybe you should find another contractor to service you…”, at which the customer replied, “… you won’t have to worry about that, I won’t ever call you again…”.  At that point, knowing that we had fixed the customer’s problem with their furnace, combined with the customer’s irrational and condescending treatment to so many of our employees, we made the decision to no longer service this customer.  Ironically, the customer did call back, after finishing the heating season with two perfectly good working furnaces I should add.  If they were so unhappy with us, why on earth did they call us back?  The customer called us on May 17 to ask for their cooling season tune up on their systems.  The call was directed to Bill who reiterated to the customer that we decline to service them, at which point the customer hung up on Bill, again.At one point during the discussions with the customer about repairing their furnace rather than simply replacing it, Bill recalls that the customer actually said, “… if this were a new car, you wouldn’t just fix it.  You’d replace it…”  Think about that statement… if you bought a brand new vehicle and experienced a failure of a window operator motor, would you expect the dealership to replace the car?  Of course not!  You would simply have the window motor repaired, under warranty I should add, and move on.  This illustration proves how irrational the customer was acting.The customer states, “Our desired resolution is for GAC to uphold their contract with us by coming to our home for the two service appointments that are included in our contract… We want to maintain our working relationship with GAC and want them to continue to service our systems and be available for any system repairs or problems.”  They should have considered this before they so poorly treated so many of our employees they came in contact with.  In addition, the customer has begun to follow through on their threat to tell everyone what a bad company we are, as evidenced in the attached copy of emails sent in response to the customer’s complaint filed about us with our Bryant Heating and Cooling distributor in May.  This response gives an even more detailed account of what transpired.  I am sure that further negative online reviews will follow, especially after a negative result from this complaint.  In summary, based on this irrational and poor treatment, I refuse to send any of my technicians to this customer’s home again in the future.  I do not feel we are in breach of contract, as this contract is predicated on a mutual understanding of professionalism on both parties, GAC and the customer.  No company, employee or representative thereof should be subject to the treatment levied by this customer on such.  In fact, it is unfair to expect a company to be held hostage by an irrational customer holding the threat of poor reviews over our head.  Look at our online reviews, look at our record with Revdex.com and with Consumer Affairs.  I believe our record of such low complaints and high commendations over a period of 40+ years speaks volumes; if we were a company out to take advantage of any customer, that would have surfaced by now!  Rather, all of us at GAC go the extra mile to provide all of our customers with an outstanding experience.  While it is impossible to perfectly please every customer on every contact, we do the absolute best we can to get as close as possible.  However, when a customer is simply irrational and won’t even allow us the chance to repair a situation without alienating and ill-treating our representatives, we must cut ties with that customer and accept the repercussions.Our desired outcome/settlement is as follows:We desire the customer to acknowledge that GAC Services did, indeed, install the systems as promised in our contract with them, and to acknowledge that those systems are working properly.  We desire that the customer acknowledge that GAC Services went above and beyond that which was required by replacing their basement furnace when only a faulty connection to a field-supplied drain hose was found to be at fault of a small water leak after our installation, and, in fact that we performed this “repair” in an expeditious manner that most any customer would be thrilled to receive.  We desire that the customer acknowledge that GAC Services repaired their attic furnace so that it works as it should, and that replacement of that furnace was never necessary.We ask for an apology from the customer for their irrational, rude and condescending treatment of our employees, and for their accusations that our employees lied to them, which is completely not true.We ask for the customer to never call us again, as we are offended by their behavior and have no desire to have a relationship with people who cannot see value in us trying to help them live a more comfortable life, but rather see us as an enemy and not valuable enough to treat professionally.We ask for the customer to post whatever reviews they wish about us online, but ask them to include their answers to all of our desires listed above in such posts so that all who read their posts can see what companies like GAC have to deal with every day just trying to help people.  I believe the rational folks out there who read this customer’s complaints about us will form their own conclusions that we actually did a great job for this customer, and will likely feel sorry for us and want to use us as their service provider!Respectfully submitted,Anthony P[redacted]PresidentAlso attached is an email thread referenced in the letter.Any questions can be directed to me, Anthony P[redacted], at ###-###-####.

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