Initial Business Response /* (1000, 8, 2015/05/06) */
Contact Name and Title: *** ***, Pres
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@georgeandsonshvac.com
The customers job was installed and audited by our quality assurance repIt was in fact installed properly and operated
safelyThe reason for the customers complaint is still unclear to usThe customers equipment although still under parts warranty was no longer under labor warrantyYes correct she had a flame sensor issue (it tested as low resistance).She was only charged for labor not the partshe was not charged a service call which is a benefit of being a PMA customerAfter the repairs were completed the equipment tested out to be running correctly and safelyWe have tried to follow up with the customer a number of times shortly there after by phone and also by sending a letter to her in the mailHer phone was disconnected and she did in deed receive the mail and did not respond back to usAt every occasion of service the customer was notified of any of our technicians concerns and findings in writing and she had approved of them in writing prior to commencing any repairThe service repairs were performed and she did approve and pay for the services renderedIn response to her desired resolution; In an effort to utilize good business practices and yet not admit any wrong doing we will in fact only provide her with an account credit of $in which she may utilize in the event she needs future serviceThe credit of $is valid for a period of year from todays date 5/6/Should you have any additional questions please do not hesitate to call us at XXX-XXX-XXXXThank you
Initial Consumer Rebuttal /* (3000, 10, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For one thing, I constantly questioned the need for several flame sensors and was told this was normalI'm not stupidThis is my third furnace and I did not have to replace the flame sensor times in the first two yearsSecondly, they did not send me a letterThey called once to schedule my annual cleaning and inspectionMy phone is not, nor ever was, disconnected! Yes, I paid for services renderedEven though I questioned the flame sensor issue, no one actually checked to see why it needed to be replaced timesAlso, I find it odd that the furnace worked fine each year until after the company performed the annual inspectionAlso, I have pictures of how the furnace was incorrectly installedIt was not installed levelI don't need the $credit as I will never use itNor will I ever recommend this company
Final Business Response /* (4000, 12, 2015/05/14) */
All due respect to the Revdex.com and ***I would like to reiterate once again, we were called out to her home on occasions for no heat issueswith roughly a year + span in between themWe diagnosed the problem and deemed that the flame sensor was showing low resistance therefore causing her system not to functionOn both occasions when the part was replaced the system responded and work as it was intended toAs a concerned company we did in fact try to contact ***for a follow up by phone and mailAnd call it what you will, but no response on the clients behalf was given to usOnce again, a thorough diagnosis was provided to the customer in writing, written approval was provided to us by the customer, we performed the work and the system responded as intendedNow, years later we receive a complaint from the customer and Revdex.comAlthough this customer is way out of her labor warranty we still offer to give the customer an account credit utilizing great business practicesIf she would like to use it great, if not that is her own choicePlease let it be known that in an effort to utilize good business practices we offered the $credit to her on account and in no way are we admitting faultWe are in business for he right reasons and have been treating our family of customers fairly since the first generation of our company in We have been providing them with award winning customer service since then as wellThe resolution as we presented it earlier is our only offer we may provide ***Therefore, we feel as if we addressed this situation in a timely and professional manner and we will send her a credit memo by mailThis is the only resolution that will be offered to ***.by usHave a great day and be well
Initial Business Response /* (1000, 8, 2015/05/06) */
Contact Name and Title: *** ***, Pres
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@georgeandsonshvac.com
The customers job was installed and audited by our quality assurance repIt was in fact installed properly and operated
safelyThe reason for the customers complaint is still unclear to usThe customers equipment although still under parts warranty was no longer under labor warrantyYes correct she had a flame sensor issue (it tested as low resistance).She was only charged for labor not the partshe was not charged a service call which is a benefit of being a PMA customerAfter the repairs were completed the equipment tested out to be running correctly and safelyWe have tried to follow up with the customer a number of times shortly there after by phone and also by sending a letter to her in the mailHer phone was disconnected and she did in deed receive the mail and did not respond back to usAt every occasion of service the customer was notified of any of our technicians concerns and findings in writing and she had approved of them in writing prior to commencing any repairThe service repairs were performed and she did approve and pay for the services renderedIn response to her desired resolution; In an effort to utilize good business practices and yet not admit any wrong doing we will in fact only provide her with an account credit of $in which she may utilize in the event she needs future serviceThe credit of $is valid for a period of year from todays date 5/6/Should you have any additional questions please do not hesitate to call us at XXX-XXX-XXXXThank you
Initial Consumer Rebuttal /* (3000, 10, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For one thing, I constantly questioned the need for several flame sensors and was told this was normalI'm not stupidThis is my third furnace and I did not have to replace the flame sensor times in the first two yearsSecondly, they did not send me a letterThey called once to schedule my annual cleaning and inspectionMy phone is not, nor ever was, disconnected! Yes, I paid for services renderedEven though I questioned the flame sensor issue, no one actually checked to see why it needed to be replaced timesAlso, I find it odd that the furnace worked fine each year until after the company performed the annual inspectionAlso, I have pictures of how the furnace was incorrectly installedIt was not installed levelI don't need the $credit as I will never use itNor will I ever recommend this company
Final Business Response /* (4000, 12, 2015/05/14) */
All due respect to the Revdex.com and ***I would like to reiterate once again, we were called out to her home on occasions for no heat issueswith roughly a year + span in between themWe diagnosed the problem and deemed that the flame sensor was showing low resistance therefore causing her system not to functionOn both occasions when the part was replaced the system responded and work as it was intended toAs a concerned company we did in fact try to contact ***for a follow up by phone and mailAnd call it what you will, but no response on the clients behalf was given to usOnce again, a thorough diagnosis was provided to the customer in writing, written approval was provided to us by the customer, we performed the work and the system responded as intendedNow, years later we receive a complaint from the customer and Revdex.comAlthough this customer is way out of her labor warranty we still offer to give the customer an account credit utilizing great business practicesIf she would like to use it great, if not that is her own choicePlease let it be known that in an effort to utilize good business practices we offered the $credit to her on account and in no way are we admitting faultWe are in business for he right reasons and have been treating our family of customers fairly since the first generation of our company in We have been providing them with award winning customer service since then as wellThe resolution as we presented it earlier is our only offer we may provide ***Therefore, we feel as if we addressed this situation in a timely and professional manner and we will send her a credit memo by mailThis is the only resolution that will be offered to ***.by usHave a great day and be well