Good Neighbor Home Services LLC

[redacted] was contacted by the General Manager yesterday to attempt to resolveHe spoke with her briefly to hear her complaint, and let her know that we would pull all of her invoices and give her a call back the following day since it was the end of the business dayHe has called her back today and left her a message to call the office when she got home

[redacted] called to schedule a service call with us, when she spoke with my dispatcher she let her know that the furnace was not working, stating that it did not turn onWhen we have calls that need service we have to send out a special technician hence the $diagnostic chargeHowever, we do also promise a money back guaranteeThe parts that were needed for the furnace would cost our company more due to the furnace being a high efficiency unit, making the price to have the work done increaseI do apologize that my technician left the unit apart and did not put things back together, leaving you with our quoteWe understand that sometimes customers want to shop around and get other estimates and the technician should have accepted that and been on his wayI have not received the paper work, so I am not entirely sure how the [redacted] 's paid; however, I will either mail back the check or white out the credit card informationMr [redacted] will not be charged the $trip charge due to not being satisfied with the services he received

Initial Business Response /* (1000, 5, 2015/06/09) */
I myself spoke to the customer and she explained the situation to me and I responded by informing her that I myself was not an experienced technician and that I would have our Service Manager and or one of our Owners call her backI never
denied her bringing in the capacitor to our office, I informed her that before she did this to wait until we called her backThe customer is calling us almost a year later regarding the capacitor and never once before this did they call to complain, therefore we in no way knew there was a problem and we were not informed about a problem when they cancelled their PMA not even two weeks after their service callOur owner placed a call to the customer and left them a message with his personal cell phone number and he has not received a return phone callWe would like to rectify the problem with the customer however we would like for them to speak to the owner
Initial Consumer Rebuttal /* (2000, 7, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The owner of Good Neighbor Home Services came over to our home and tested the capacitor which turned out to be still within a good rangeAs a result of the reading, the owner refunded our complete money back of $The owner of this company believes that customer satisfaction, company integrity, and good work results in better business and repeat future businessOf course we were very pleased with the response and action taken

*** *** was contacted by the General Manager yesterday to attempt to resolveHe spoke with her briefly to hear her complaint, and let her know that we would pull all of her invoices and give her a call back the following day since it was the end of the business dayHe has called her back today and left her a message to call the office when she got home

[redacted] called to schedule a service call with us, when she spoke with my dispatcher she let her know that the furnace was not working, stating that it did not turn on. When we have calls that need service we have to send out a special technician hence the $69 diagnostic charge. However, we do...

also promise a money back guarantee. The parts that were needed for the furnace would cost our company more due to the furnace being a high efficiency unit, making the price to have the work done increase. I do apologize that my technician left the unit apart and did not put things back together, leaving you with our quote. We understand that sometimes customers want to shop around and get other estimates and the technician should have accepted that and been on his way. I have not received the paper work, so I am not entirely sure how the [redacted]'s paid; however, I will either mail back the check or white out the credit card information. Mr [redacted] will not be charged the $69 trip charge due to not being satisfied  with the services he received.

[redacted] was contacted by the General Manager yesterday to attempt to resolve. He spoke with her briefly to hear her complaint, and let her know that we would pull all of her invoices and give her a call back the following day since it was the end of the business day. He has called her back...

today and left her a message to call the office when she got home.