Hair Replacement System of Pittsburgh

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 $- $4000) We called a second outside, licensed technician that came over and had her furnace running in 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]

Dear [redacted] 's,I personally was involved in this call from the moment it came inI can confirm that the homeowner is absolutely correct that no further follow ups were made to this customerHere’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 serviceDespite all that we still offered up a service tech to go to the home to help the homeownersUpon arrival my service tech also stated that there was an abundance of anger in the demeanor of this homeownerHe stated that this homeowner was not a happy person and that it was a major distraction in trying to help themAt some point our sales manager was sent there to assistUpon 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 furnaceI even stated that if this homeowner would like we have a refurbished unit that we can offer at a drastic discountEither way we would assist.When a homeowner is unreasonable, unwilling and simply over the top – we choose who we will serveNotice I never used the term customer in this responseThat’s because this is not our customerWhat this homeowner does not realize is that ALL of our telephone calls are recordedWe know how she actedRegardless, the United States is a capitalistic free societyThat means we can serve who we choosePerhaps we need to develop a BCBThe Better Customer Bureau, where contractors can complain about homeownersWe have no shortage of work at our business and on a daily basis we serve happy, loyal, caring and appreciative customersThis is our business culture and I suspect it will remain that way for many years.To address the issues with my sales personIf my sales person accused them of being a liar – I have no knowledge of thatHowever, after reviewing what I know about this case– I may believe that my sales person handedit back to this homeowner in a very stern wayLiar – 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 years so I hardly agree that he was incompetentHomeowners are not always right – especially when they swear, cuss and condescend – we as humans bite backThis 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 trainedIf they are wrong in their diagnosis this can happenHowever, this is why we offer a full two year guarantee on all repairs, discounts via the Comfort Club and a host of other consumer protectionsOn the motor and repair issue, we have a report on file from two techs that indicate the same storyWhy 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 lookThe motor that was in this furnace was a sleeve bearing motor and you have to know where to find the oilWho’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 usAll we charged was a service fee for showing upWhich, we will gladly refundWhat’s the complaint? It’s my understanding that you purchased a furnace from another HVAC companyMy question is if nothing was wrong with the furnace why did you replace it? If my service tech gave you a 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 oursIf your gas meter is faulty – we have no control over thatAll 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 aboutWe 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 yearsThe warranty and the manufacturer state that regular routine maintenance is requiredPerhaps we could have found the issues during routine maintenance while this furnace was under warranty We reserve the right as to who we will serveWe will not serve a homeowner that is rude, belligerent, vulgar and obnoxiousOur company has been in business for years and we serve to service customers per weekThat’s to 16,service calls per yearI 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 businessMatter of fact, we receive positive testimonials daily at our office On the follow ups and return callsThere’s no sense in trying to reason with an unreasonable personWe solve customer issues regularlyAnd, 99.9% of the time they go in favor of the customerThis 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 complaintHowever, 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 freeThen to top it off their entire complaint is shared in an angry wayI know my staff and I know our culture – we will alwaysdo what is in the best interest of the homeownerThere 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 happyFrankly, I am grateful that this complaint came thru the Revdex.comIt 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]