Gra-Tac, Inc.

Good afternoon. I would like to take this opportunity to respond to the complaint filed by Mrs. [redacted] on 1/18/2018, ID# 12623000.  We were called by [redacted] on January 15, 2018 at 8:56 am for a service call to the [redacted]...

[redacted]. The complaint was that the thermostat was set at 70 degrees and the temperature in the home was around 64 degrees. Mrs. [redacted] advised the outdoor unit did not seem to be coming on at all, and that someone would be there all day.  On January 23, 2018 I received the complaint Mrs. [redacted] filed with the Revdex.com on 1/18/18. I immediately met with my service technician about the events, and was advised of the following: the technician arrived on site and evaluated the system. He determined the system was completely inoperable due to the high voltage wiring had been pulled out of the unit by the homeowner’s dog. Our technician repaired the wiring and the unit came on and operated. Due to the outdoor conditions of that day, there was snow and ice on the top of the condenser unit and the fan blades. The weather for that day was ice turning to snow with accumulation and below freezing temperatures. Our technician advised the Mrs. [redacted] there was snow and ice on the top of the outdoor unit. Mrs. [redacted] advised her husband would be home soon and could take care of that. The technician went to his van and completed his paperwork, and then collected the invoice of $99 - $69 for a service call, and $30 for repairing the wiring. The technician then left and proceeded to complete the remaining calls for the day. After meeting with the entire service department, I attempted to contact Mrs. [redacted] at the phone numbers listed on her complaint. I was unable to make contact with Mrs. [redacted], but I did speak with her husband. He advised he knew of the events and stated that the technician did come and repair the unit, as well as advising Mrs. [redacted] of the snow and ice on the top of the unit and on the fan blades. He stated that while the technician was in the van completing his paperwork, Mrs. [redacted] called him and told him about the snow and ice. Mr. [redacted] did mention he left work to come home and remove the snow and ice from the unit with warm water. I did ask why no one had called back into the office and Mr. [redacted] stated that he felt we would say “the unit is running now, what would you like us to do?”. He advised that Mrs. [redacted] would be home later in the evening and I could attempt to call her back around 5. I advised I would give her a call back around 5:30 as to give her time to settle after coming home from work.  I attempted to contact Mrs. [redacted] on the evening of 1/23/18 from my cell phone as our office closes for the day at 4 pm. I left a message asking for her to contact me back at my cell number, or at our office at her convenience.  I attempted to contact Mrs. [redacted] during the day of 1/24/18 and left another voicemail message. I attempted one more time the evening of 1/24/18 around 5 pm, but did not leave an additional voicemail message at that time. No complaint or indication of dissatisfaction was made to us prior to a complaint being filed with the Revdex.com on 1/18/18. While our office is closes daily at 4 pm, and is closed on the weekends, we have a live answering service available 24 hours a day, 7 days a week. All calls are recorded and transcribed. Every incoming call is recorded – no matter the type of call (recorded, sales, customer, or disconnection).  I do agree that our technician could have taken the extra step and fully serviced the unit by removing the snow and ice, regardless if the homeowner did/did not state her husband could take care of it. We are human, we make mistakes. However, we had no indication that there was any issue with the services provided, and as such not given an opportunity to even address the issues Mrs. [redacted] listed in her complaint. Mrs. [redacted] paid her invoice after the services were completed, without any hesitation.  Below is the email I sent to Mrs. [redacted] in another attempt to contact her and discuss the issues and find a mutual resolution. I did not want to delay in responding to the complaint. Should Mrs. [redacted] get in contact with me I will certainly update the Revdex.com. I thank you for your time, [redacted]Office ManagerGra-Tac, Inc.[redacted]
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