Green City Heating & Air Conditioning Inc

Complaint: ***I am rejecting this response because:
Green City Heating and Air Conditioning did not pursue resolution to the specific situation at handRather, they responded defensively; used reputation to waiver complaint instead of trying to understand the specific situation regarding complaint.
I believe that Green City Heating and Air Conditioning does believe their claim to be true and are not flagrantly disregarding, however as previously mentioned, they are not attempting to resolveGreen City Heating and Air Conditioning was courteous to provide their account of what transpired, and the following outlines the facts.
*** *** contacted the Building Services Coordinator at *** *** to confer and ensure the proper steps were taken to proceed with utility gas line work prior to contacting any contractorUpon inspection prior to contacting contractors, it was confirmed that the fireplace insert/unit had been removed along with any framing and drywall, or anything impeding gas line access from the outside wall (to remain) inwardHowever, the drywall in the outside wall (drywall) was not confirmed to be cut back to access gas line in wall to remainThe technician did in fact cap the gas line at a certain spotMrs*** reported to the Building Services Coordinator that a contractor came out and claimed that they could not cap at Mrs*** requested location because they didn't know where to shut the gas off in order to cap at the requested locationThe Building Services Coordinator attended the unit and viewed that the utility gas line had been capped at an erroneous location where there was no reason to cap, then showed Mrs*** where the shut-off valve for the gas service was and clearly marked it so that there would be no question upon contractors return, where gas would be shut off, as well as left the building mechanical schematic plansMrs*** requested that the Building Services Coordinator come to the unit while a different technician returned from the same company that performed the work the first time to cap utility gas lineThe remaining drywall was confirmed cut back by Building Services Coordinator and the technician was capping at the original requested locationThis visit was adequate and no further requests were needed for utility gas lines.
More information, assumptions, and opinions to clarify and round out the picture of the situation:
The contractor was called to perform a specific task; to cap utility gas line in the wallRegardless of reasons why, the first visit was unsuccessful, while the second visit was successfulMrs*** has an accent that possibly creates a language barrier, and is a very considerate and reasonable person that always pays for her duesShe indicated to the Building Services Coordinator that she felt they weren't there with the best intentions (to satisfy the needs of the paying customer) and believed they cared only about moneyThe Building Services Coordinator cannot confirm Mrs*** suspicion, but did notice from meeting the second technician that the technician had a negative, unhelpful and overall poor attitudeThe first visit may have been unsuccessful because the technician did not attempt to find or ask where shut off valve was located, or simply could not find it or understand (linguistically) that Mrs*** did not knowDuring the first visit the technician may have likely capped the gas line at the erroneous location in order to have something to show for his work and charge forHe may have seen an opportunity to capitalize on a "nice little lady" and/or not be shamed for showing up and not being able to perform the requested taskMrs*** paid and signed off because as previously mentioned, she takes care of her business respectfully, and pays when asked.
This complaint is based more on the manner which Green City Heating and Air Conditioning handled the initial (directly to contractor office) complaintThere was little to no investigation, and no insight into understanding the specific situationGreen City Heating and Air Conditioning held steadfast on two bills that totaled approximately $rather than offering any consolationThis is proven through their response to the complaint through The Revdex.com, as previously mentioned, they're not interested in resolving; Green City Heating and Air Conditioning responded defensively rather than proactively.
Sincerely,*** ***

I am responding to a complaint made by the Manager of [redacted]. Reference #[redacted]. Jeff and I have owned Green City Heating for 5 years. We pride ourselves on above average customer service and feel the reviews on multiple sites like [redacted] etc. speak for...

themselves.
We were contacted by [redacted] come out and cap a gas line for a fireplace on 2/4/2016. We sent our technician Larry out to preform this. Larry has been an installer and HVAC technician for over 15 years. He has capped literally hundreds of gas lines.
When we arrived to Ms. [redacted] home on 2/4/2016 the technician, Larry advised the home owner that he could not cap the line where she had instructed because the fireplace insert and wall were in the way. He told Ms. [redacted] we could cap the line out further as a temporary solution then once she made access for us we could come back out for another service call at a later date (and another service fee) once the customer moved the insert and made access for us to cap the line where she had wanted it. The customer agreed. She signed the work order and paid the technician the 130.00 plus tax.
Thirteen days later on 2/17/2016 Ms. [redacted] called our office back and asked us to come back out and adjust the capped line now that they had removed the insert and gave us access. We sent Aharon out. Aharon removed the temporary cap Larry had installed and adjusted it back further where the customer instructed. Again Ms. [redacted] signed the work order and paid the technician an adjusted fee of $79.00 plus tax.
We did not hear back from anyone with a complaint until [redacted]. called our office on 3/1/2016. We explained that Ms. [redacted] was our customer and we had not received a complaint from her. We explained that there were two service calls where we believe we completed the work as requested by the customer.
We feel we are justified in requiring payment for work completed. We have signed work orders by the customer and honestly do not feel we owe [redacted] any additional explanation. Had Ms. [redacted] called our office with a complaint we may have just issued a refund in order to keep our customer happy but that is simply not the case in this particular incident.
I have attached the signed work orders as well.
If you have further questions please let me know.
 
Thank you,
Katrina S[redacted]
Green City HVAC
206-227-6616
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]