Hair Replacement System of Pittsburgh Inc

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Our Sales Director Mr*** spoke to *** *** to address her concerns. The maintenance program she is on is designed to encourage maintenance of her system which is required by all manufacturers for them to honor their warranties when something happens. It is designed to be proactive
but does not always prevent issues from happening. With out being on our club maintenance program it would cost over $a year for both her heating and air conditioning tune upsOn the club membership it is approximately $240/year. Often we have scenarios that we have to explain that homeowners do not like and we never give replacement options if they are not wanted. We review what we find, educate and inform, and then build it up o the owner to tell us what they want. Our technician did do work to help try his best to explain and help. He offered heaters that we could bring out and it is policy to get a credit card as a down payment to insure the equipment gets returned when it is done being used and this down payment would be returned once the heaters are returned. From start to finish we apologize that the communication was not clear but our technician tried his best to educate and inform the customer of his findings. When we find issues with a system we are obligated to inform and protect ourselves from liability and customer peace of mind. When someone needs service and they are not a club member they are charged a $service fee when as a club member this charge is reduced to $plus tax, even if it is in the middle of the night or the holiday. There are many more benefits to the club membership above and beyond this. In the end this customer was refunded for the service fee as our apologies. We tried to reconcile our differences and thanked her for her feedback and that we always look to find ways to improve and we were sorry to see her go as she was a long time customer and never had a complaint before this incident that she shared with us. Over the years all of our techs have not been perfect with communication and service but we work hard to educate our employees with ongoing training to help master their knowledge on all aspects of the business to better service our customers and their equipment. Not everyone is a good fit and all we can do when a problem comes up is to do our best to resolve and this is what we did. The service technician has already been spoken to and we have reviewed how he can better communicate to prevent a scenario such as this. Please let us know how we can help in any other way as we are happy to do so

03/25/15Revdex.comRe: [redacted]Complaint Response  Dear [redacted],I received your response. Essentially, most of which isblatantly off course. I spoke with all employees involved and did my duediligence. All of which, I was deeply disappointed in how you and Andreaconducted yourselves. We can go back and forth for days, weeks or months and wewill get nowhere.My conclusion is that customers and homeowners are notalways right and must act in a way that is also professional or at a minimum –kind and friendly.I suggest that you take a different approach when workingwith service providers – this will bring better results for both parties.We will refund your service fee along with sales tax andmove past this. This is my final letter and I will not respond to any furthercorrespondence. I consider this matter resolved. Regards,Mr. Holland Heating and Air[redacted]

Dear [redacted]'s,I personally was involved in this call from the moment it came in. I can confirm that the homeowner is absolutely correct that no further follow ups were made to this customer. Here’s why… from the very first call into our business this homeowner decided that yelling,...

screaming and using profanity was a great way to get service. Despite all that we still offered up a service tech to go to the home to help the homeowners. Upon arrival my service tech also stated that there was an abundance of anger in the demeanor of this homeowner. He stated that this homeowner was not a happy person and that it was a major distraction in trying to help them. At some point our sales manager was sent there to assist. Upon his arrival – he too was bombarded by anger and vulgar language.  I gave my sales person authorization to give this homeowner a discount on repairs, or a replacement furnace. I even stated that if this homeowner would like we have a refurbished unit that we can offer at a drastic discount. Either way we would assist.When a homeowner is unreasonable, unwilling and simply over the top – we choose who we will serve. Notice I never used the term customer in this response. That’s because this is not our customer. What this homeowner does not realize is that ALL of our telephone calls are recorded. We know how she acted. Regardless, the United States is a capitalistic free society. That means we can serve who we choose. Perhaps we need to develop a BCB. The Better Customer Bureau, where contractors can complain about homeowners. We have no shortage of work at our business and on a daily basis we serve happy, loyal, caring and appreciative customers. This is our business culture and I suspect it will remain that way for many years.To address the issues with my sales person. If my sales person  accused them of being a liar – I have no knowledge of that. However, after reviewing what I know about this case– I may believe that my sales person  handedit back to this homeowner in a very stern way. Liar – perhaps that is an exaggeration of his frustration.  There comes a time when you try to help people and they want no part of your help – unless everything is free! My sales person has been in the sales industry for over 17 years so I hardly agree that he was incompetent. Homeowners are not always right – especially when they swear, cuss and condescend – we as humans bite back. This certainly may have been the case for my sales guy.As far as my service techs go, all of our techs are honest, ethical and well trained. If they are wrong in their diagnosis this can happen. However, this is why we offer a full two year guarantee on all repairs, discounts via the Comfort Club and a host of other consumer protections. On the motor and repair issue, we have a report on file from two techs that indicate the same story. Why would two techs tell the same story at two different service calls? As far as the leaking oil from the motor- Youhave to know where to look. The motor that was in this furnace was a sleeve bearing motor and you have to know where to find the oil. Who’s to say that the other company that this homeowner hired didn’t take a rag and wipe the oil off the motor and out of the furnace? Who’s to say that my service tech did not wipe out the excessive oil? Regardless – we charged you nothing for a repair – meaning you spent no money with us. All we charged was a service fee for showing up. Which, we will gladly refund. What’s the complaint? It’s my understanding that you purchased a furnace from another HVAC company. My question is… if nothing was wrong with the furnace why did you replace it? If my service tech gave you a false diagnosis and you received a second opinion why did you spend the money replacing a perfectly good furnace with only a flame sensor issue and a motor that did not leak oil? As far as the gas pressure goes – that’s a utility company issue not ours. If your gas meter is faulty – we have no control over that. All we do is test the gas pressure and if the pressure is within the allowable range for the furnace we leave it alone.Perhaps the company you hired was the one that I would be skeptical about. We were willing to make all necessary repairs at a discount and we offered the homeowner a drastically reduced price on a new unit or on arefurbished unit.A few other facts that must be considered when evaluating these types of complaints.This homeowner had little or no maintenance done on this furnace in 9 years. The warranty and the manufacturer state that regular routine maintenance is required. Perhaps we could have found the issues during routine maintenance while this furnace was under warranty.  We reserve the right as to who we will serve. We will not serve a homeowner that is rude, belligerent, vulgar and obnoxious. Our company has been in business for 18 years and we serve 150 to 300 service customers per week. That’s 8000 to 16,000 service calls per year. I tend to believe if we were the company that this homeowner described in their complaint that there would be many more issues and complaints arriving at our business. Matter of fact, we receive positive testimonials daily at our office.  On the follow ups and return calls. There’s no sense in trying to reason with an unreasonable person. We solve customer issues regularly. And, 99.9% of the time they go in favor of the customer. This person was unreasonable from the minute she called.As [redacted] and [redacted] for over [redacted] I have no problem helping, assisting, aiding and working with a homeowner that has an issue, concern or complaint. However, I also know that I am not willing to take time or energy from my day to work with a person that simply wants money or something for free. Then to top it off their entire complaint is shared in an angry way. I know my staff and I know our culture – we will alwaysdo what is in the best interest of the homeowner. There comes a time when you have to say enough is enough – this homeowner played her” enough is enough cards”. In closing…I am glad that she found a new service provider and it appears that she is happy. Frankly, I am grateful that this complaint came thru the Revdex.com. It gives us as service contractors the ability to share our side of the story so that other homeowners and customers can see both sides.  Sincerely,[redacted]

I would like to close a complaint that I filed on behalf of my mother.  The complaint is ID #[redacted].  She has since received a check to rectify costs that were only verbal suggestions (buying a new furnace in the amount of $3000 - $4000).  We called a second outside, licensed technician that came over and had her furnace running in 10 minutes, at no charge, with no replacement parts needed.  We are hoping that Holland's One Hour Heating and Air Conditioning doesn't make this a regular practice and take advantage of others as well.  (they also wanted to charge her for space heaters, until they were able to install the new furnace). Thanks, [redacted]