Initial Business Response /* (1000, 5, 2015/07/10) */
A schedule was set for June 11th at 4:The owner of the residence did not have to call wondering where we were for the appointment for I had preemptively call hours before the 4:appointmentIt was very warm and we had many customers
that needed cooling and emergency type of repairs and I knew from the description of the call that the homeowner still had coolingIn that conversation I did ask him small details of the job and a BUDGET number was given to him to see if he was even remotely interested in us doing the workNo not to exceed price without seeing the job was givenHe said if it was in that cost range he wanted to schedule a date and did so in that same phone conversationIt was set for the morning of June 24thThe day before I called to verify that he was expecting us and that is when he cancelled on me and made me arrange my schedule to accommodate him on the 26thWe did soOn that morning our installer that was set to perform the work was given instruction to look over the job and contact me before starting any workHe did so and in that conversation I found out that it was far more linear foot of duct than was was eluded to on our phone conversation with homeownerI told our installer to not do anything for he hadn't yetI called the homeowner and discussed it with him and he got very irritated and raised his voice many times and belittled me over the phone which my installer heard the whole conversationI told him the extra price and said that if he didn't want to spend that we would have no problem pulling off the jobI said that I would call our installer back and ask him if he started and homeowner didn't want me to do that and then agreed quickly to I called our technician and he hadn't started any work but I told him that we came to a resolution and that he was to continue as discussedIt is company wide policy that the service technicians and installers all collect at the end of the jobWe made no changes to that rule different in this caseWe performed work and then a couple days later homeowner called asking for meOnce again we are in our busy season and I didn't get back to him that very dayThe next day he called again and I was not in office but I called him back in afternoonHe proceeded to tell me that we damaged the plastic in crawlspace which I'm still not convinced that the holes weren't there beforeBut non the less I agreed to tape up any holes in the general area that we performed work and that wasn't what he wantedHe also stated that he didn't want us near his house again and I stated that that is all I was able to doAt that point HE was the one that stated he was going to take me to small claims court and contact his lawyerI made no mention of a lawyer until the homeowner stated thatHe once again got very irritate and was screaming into the phoneI had a passenger in the car with me that heard the whole conversation and it wasn't even on speaker phoneI became quiet and let him rail me and when he stopped, for I was silent, all I said was have your lawyer contact our office and I'm going to hang up the phone nowand I did so
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The story that Grimm's has laid out is completely falseHe absolutely gave me a not to exceed price and chose not to honor that priceEven worse his installer damaged my radon barrier and was not willing to return it to original conditionThese are the facts and my expectation is for Grimm's to make this right
Initial Business Response /* (1000, 5, 2015/09/02) */
after reviewing the letter sent to our company by Mrs***, looking over the service ticket from our company on 7/10/and having a meeting with our service tech I feel there is a huge misunderstanding with all parties involvedFirst i
want to make it known to all that our technicians are not paid on commission sales or aequipment but solely by hourly workOur technician that performed the work that day has been with our company for over seven years and has a very good track record with our company and our clientsWe don't sale or push anything that is not neededOur technician was the one that brought it to the tenants (Mrs***'s daughter) attention that it was a small amount low and wanted her to know so they could contact the installing company to take care ofIt was not our intent to "push" the adding of refrigerant on themThe technician was under the impression that the service call and the refrigerant from the installing company would/should be no charge for that is the policy with Grimm Home Services that ANYTHING involving the installation that first year of install is free of chargeSo instead of our company charging them for the refrigerant he was actually looking out for their benefitAs far as the other company saying that it wasn't low when just two hours earlier we said it was I mark as a matter of opinion as to what is exceptable and what it should really beThe technician from the other company put on his service ticket that charge "appears" to be correct almost insinuating uncertaintyThere is a definite pressure/temperature that is ideal inside the mechanics of a specific unit and although those p/t's fluctuates as the temperatures outside ambient and inside structure change there should always be a constant specific number to aim forWe stand behind the decision that our technician madeThe system im sure is cooling today but if it was dialed in just a little better on its ideal pressure and temperature the customer could be running just that more efficientlyAll that being said its fifty-eight dollars ...not a huge deal of money but I didnt want to pay it right away almost as admitting fault without them understanding that we are not opportunist and as stated by Mrs*** as
"fraudulently generating income for the company"I have no problem at this time giving a credit on our books for the address at issue to be used for future service call
thank you
Initial Business Response /* (1000, 5, 2015/07/10) */
A schedule was set for June 11th at 4:The owner of the residence did not have to call wondering where we were for the appointment for I had preemptively call hours before the 4:appointmentIt was very warm and we had many customers
that needed cooling and emergency type of repairs and I knew from the description of the call that the homeowner still had coolingIn that conversation I did ask him small details of the job and a BUDGET number was given to him to see if he was even remotely interested in us doing the workNo not to exceed price without seeing the job was givenHe said if it was in that cost range he wanted to schedule a date and did so in that same phone conversationIt was set for the morning of June 24thThe day before I called to verify that he was expecting us and that is when he cancelled on me and made me arrange my schedule to accommodate him on the 26thWe did soOn that morning our installer that was set to perform the work was given instruction to look over the job and contact me before starting any workHe did so and in that conversation I found out that it was far more linear foot of duct than was was eluded to on our phone conversation with homeownerI told our installer to not do anything for he hadn't yetI called the homeowner and discussed it with him and he got very irritated and raised his voice many times and belittled me over the phone which my installer heard the whole conversationI told him the extra price and said that if he didn't want to spend that we would have no problem pulling off the jobI said that I would call our installer back and ask him if he started and homeowner didn't want me to do that and then agreed quickly to I called our technician and he hadn't started any work but I told him that we came to a resolution and that he was to continue as discussedIt is company wide policy that the service technicians and installers all collect at the end of the jobWe made no changes to that rule different in this caseWe performed work and then a couple days later homeowner called asking for meOnce again we are in our busy season and I didn't get back to him that very dayThe next day he called again and I was not in office but I called him back in afternoonHe proceeded to tell me that we damaged the plastic in crawlspace which I'm still not convinced that the holes weren't there beforeBut non the less I agreed to tape up any holes in the general area that we performed work and that wasn't what he wantedHe also stated that he didn't want us near his house again and I stated that that is all I was able to doAt that point HE was the one that stated he was going to take me to small claims court and contact his lawyerI made no mention of a lawyer until the homeowner stated thatHe once again got very irritate and was screaming into the phoneI had a passenger in the car with me that heard the whole conversation and it wasn't even on speaker phoneI became quiet and let him rail me and when he stopped, for I was silent, all I said was have your lawyer contact our office and I'm going to hang up the phone nowand I did so
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The story that Grimm's has laid out is completely falseHe absolutely gave me a not to exceed price and chose not to honor that priceEven worse his installer damaged my radon barrier and was not willing to return it to original conditionThese are the facts and my expectation is for Grimm's to make this right
Initial Business Response /* (1000, 5, 2015/09/02) */
after reviewing the letter sent to our company by Mrs***, looking over the service ticket from our company on 7/10/and having a meeting with our service tech I feel there is a huge misunderstanding with all parties involvedFirst i
want to make it known to all that our technicians are not paid on commission sales or aequipment but solely by hourly workOur technician that performed the work that day has been with our company for over seven years and has a very good track record with our company and our clientsWe don't sale or push anything that is not neededOur technician was the one that brought it to the tenants (Mrs***'s daughter) attention that it was a small amount low and wanted her to know so they could contact the installing company to take care ofIt was not our intent to "push" the adding of refrigerant on themThe technician was under the impression that the service call and the refrigerant from the installing company would/should be no charge for that is the policy with Grimm Home Services that ANYTHING involving the installation that first year of install is free of chargeSo instead of our company charging them for the refrigerant he was actually looking out for their benefitAs far as the other company saying that it wasn't low when just two hours earlier we said it was I mark as a matter of opinion as to what is exceptable and what it should really beThe technician from the other company put on his service ticket that charge "appears" to be correct almost insinuating uncertaintyThere is a definite pressure/temperature that is ideal inside the mechanics of a specific unit and although those p/t's fluctuates as the temperatures outside ambient and inside structure change there should always be a constant specific number to aim forWe stand behind the decision that our technician madeThe system im sure is cooling today but if it was dialed in just a little better on its ideal pressure and temperature the customer could be running just that more efficientlyAll that being said its fifty-eight dollars ...not a huge deal of money but I didnt want to pay it right away almost as admitting fault without them understanding that we are not opportunist and as stated by Mrs*** as
"fraudulently generating income for the company"I have no problem at this time giving a credit on our books for the address at issue to be used for future service call
thank you