High Tech Machinists 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, refund of $250, would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Spoke with *** to further discuss her concerns, as well as this Revdex.com complaint that was filedThe Revdex.com complaint was filed last night by direction of her daughter, because of the prolonged time it has taken to satisfy the floor damageThe floor repair had already been schedule with Wood Floor
Doctors for next Tuesday, September 5th. As for additional restitution, Parker & Sons agreed to refund $339, bringing her total purchase price with Parker & Sons for the install to $7,*** agreed that this was satisfactoryParker & Sons will follow up with *** on Tuesday, September 5th to ensure the floor repair was completed to her satisfaction

[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 11604406, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

At Parker and Sons, we strive to maintain the? highest degree of customer satisfaction.? In those instances where we fall short, as in this case, we work hard to correct our faults and to exceed the expectations of our valued customers.? We called Ms*** today (August 29, 2016) to
discuss the events that took place at her home on August & 26, 2016.? In talking with her and through our own internal investigation, we understand how one could feel that our technician prematurely entered into a conversation about the replacement of the seventeen year old AC unit.? When we discussed this with our technician, he explained that he didn’t feel that a repair of that nature on a seventeen year old system would have been successful, nor an appropriate long term solution.? In retrospect, the technician should have discussed the options it would have taken to: a.) repair the defect in the coil; b.) replace the coil; and c.) replace the system.? We will use this example as a training opportunity with our techniciansIn resolution of our customer's issues related to the repair of her AC system and to further demonstrate that we deeply regret having fallen short of meeting her expectations, we offered to reimburse her for the repairs she has paid for.? The total amount of the reimbursement is $314.00.? We also agreed to contact her home warranty company on her behalf and to attempt to have her unit reinstated in order to have it covered in the future.? Our supervisor did so today and conveyed this information to the homeownerAfter talking with Mrs***, we believe that our offer was well received and should satisfactorily resolve this complaint.Chuck D***Vice President, HVAC Service?

At Parker and Sons, we strive to maintain the? highest degree of customer satisfaction.? In those instances where we fall short, as in this case, we work hard to correct our faults and to exceed the expectations of our valued customers.? Our supervisor, Randy C*** called Ms
*** this morning (Monday, August 1, 2016) to first, confirm that her father had cooling in his home and to follow up on the issues they recently experienced.? After reading the complaint, we knew that keeping the home comfortable was vital to his comfort and safety.? She advised Randy that while no one was at the residence presently, she would confirm that the home did have cooling.? Randy gave Ms*** his direct phone line in the event she needs assistance in the future.? They then discussed the issues and delays that she and her father experienced while scheduling a service call.? We sincerely regret that we were unable to get there sooner, especially now in light of her father’s circumstancesIn resolution of this complaint, and to further demonstrate that we deeply regret having fallen short of meeting their expectations, we offered to reimburse them for the labor portion of the coil repair and for the cost of the refrigerant she had purchased previously.? The total amount of the reimbursement is $1,419.39.? Additionally, we notated the account in such a way that they will receive top priority service in the future should the need arise as her father’s safety and health warrant such priority service.? We believe that our offer was well received and should satisfactorily resolve this complaint.? Chuck D***Vice President, HVAC Service

See attached
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID 11139319, and find that this resolution would be satisfactory to me.? I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
John L***
?

We have spoken to customer and assured him the paperwork has been filedWe put in a request to APS to rush the rebateHowever, it is up to them on whether they will or notThe rebate was submitted last week when he initially called us, and it is in the payout phase on Aps websiteCustomer stated
that we have satisfied his complaint and would rescind his complaint once he receives the rebate check

[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 would be satisfactory to me.? I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Karin F*
?

We sincerely regret that Mr*** initially felt that he? was being deceived by our technician? Upon receiving this complaint, we conducted an internal investigation to? determine if the technician had done anything misleading or inappropriate.? We found that our technician
had done a? thorough diagnostic analysis of the system which resulted in him recommending that? the condensate drain needed to be cleared and the evaporator coil needed to be? cleaned.? These findings were well? documented on the invoice and in photos that he took during his? inspection.? Our Supervisors, *** *** and *** *** subsequently? visited the home to conduct an onsite inspection and found that the evaporator? coil indeed was in need of cleaning.? The? drain had apparently been cleared by another contractor after our technician? conducted his inspection.? *** and Mike? spent time with Mr*** and showed him exactly what we had found.? After visually seeing the evaporator coil? himself, Mr*** agreed that the coil truly was in need of cleaning and? that our technician was correct.? They? discussed the other recommendations that were made by our technician andexplained that those were items that should be considered to improve efficiency? or prevent future problems with the system.At this time, we believe that Mr*** opinion of? Parker and Sons has been changed.? He? told us that he will contact the Revdex.com and explain that our technician had told? him the truth and that he would use us to clean his evaporator coil.? He also told us that he would be willing to? contact the Revdex.com and rescind the complaint? We are grateful that Mr*** allowed us to visit with him and to show? him what our technician had seen during his inspection.*** ***Vice President, HVAC Service

[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, refund of $250, ? would be satisfactory to me.? I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
?

At Parker and Sons, we strive to maintain the? highest degree of customer satisfaction.? In those instances where we fall short, as in this case, we work hard to correct our faults and to exceed the expectations of our valued customers.? We called MsF* yesterday (Monday, July
25, 2016) to first, confirm that she had cooling in her home.? We knew that this was vital to her comfort and safety.? She confirmed that she indeed did have cooling.? We then discussed the issues that she had had previously with her AC system which was purchased from Parker and Sons in June 2012.? Our records indicate that on separate occasions, a? noise issue was resolved; a faulty run capacitor was replaced; the compressor was found shorted to ground and was replaced; a faulty contactor was replaced at no charge; and lastly, on July 23, 2016, our technician tightened lugs in the electrical panel (unrelated to the AC system).In resolution to our customer's issues related to the performance of her AC system and to further demonstrate that we deeply regret having fallen short of meeting her expectations, we offered to reimburse her for the repairs she has paid for along with the cost of the additional warranty that she purchased.? The total amount of the reimbursement is $1,202.15.? Additionally, we notated her account in such a way that she will receive top priority service in the future should the need arise as her safety and health warrant such priority service.? We believe that our offer was well received and should satisfactorily resolve this complaint.? Chuck D***Vice President, HVAC Service

On Sept10, *** *** called us for a leak issue
causing the ceiling to collapse in the kitchen areaOur technician responded
at approx7:pm the same day and determined a plastic water pipe was leaking
in the atticOur plumber quoted the customer a price out of our pricing guide
of
$before starting any workThe customer signed the approval to
proceed with the repairs per our quote of $Our plumber is a senior
technician with over years of experience and he carries the manufacturer
tool to do the repair on his truck allowing him to do the repair much more
efficient than the industry standard timeWe did confirm that the repair that
was made is still in good working conditionI order to promptly resolve this pricing compliant with the
customer, Parker and Sons refunded $to ? Jewel Souza and submitted the itemized
breakdown that was requested in the original concern callThe customer has
indicated that they are satisfied with our effort to resolve this pricing
concern.? We are confident the refund has
shown good faith that Parker and Sons will stand behind our workmanship and
that all warranties will be honored per the contractIf you have any
additional questions please let us know

We have been in contact with the? *** and have come to what we feel is a successful mutual agreement.? The *** are now on a *** *** *** which will allow us to conduct two maintenances/inspections annually (preferably in Spring and Fall).? While adding a level of
confidence that their investment will be well maintained, the annual maintenances? will also satisfy the manufacturer's warranty requirements and our In-House Warranty.? Secondly, we issued the *** a credit in the amount of $which was the charge they received from the other contractor they had come out to service the system.? ? *** ***Vice President, HVAC Service?

We regret that, in this case, we failed to satisfy our valued customer's request in an appropriate timeframe.  Our Supervisor, [redacted], contacted Mr. [redacted] this afternoon to discuss the details of the complaint and to seek an agreeable resolution.  After discussing the details,...

we agreed to refund Mr. [redacted] $153.90 for the funds that he paid for the maintenance contract and we will replace two relays to ensure that any mechanical issues related to the work we had previously done would be resolved and would not reoccur.  Mr. [redacted] agreed that this would be a satisfactory resolution.

[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 [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We regret that we have lost the trust and confidence of our customer in this case.  Intermittent issues like those experienced on this AC unit are often the most difficult to accurately identify and diagnose. We believe that our technicians acted appropriately and professionally, and we’re...

merely looking out for the customer’s best interest.  However, because we failed in delighting our customer, we will respectfully reimburse them the $198.00 that they paid for our service

See attached.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11139319, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
John L[redacted]

[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 [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Karin F[redacted]

We sincerely regret that Mr. [redacted] initially felt that he was being deceived by our technician.  Upon receiving this complaint, we conducted an internal investigation to determine if the technician had done anything misleading or inappropriate.  We found that our technician...

had done a thorough diagnostic analysis of the system which resulted in him recommending that the condensate drain needed to be cleared and the evaporator coil needed to be cleaned.  These findings were well documented on the invoice and in photos that he took during his inspection.  Our Supervisors, [redacted] and [redacted] subsequently visited the home to conduct an onsite inspection and found that the evaporator coil indeed was in need of cleaning.  The drain had apparently been cleared by another contractor after our technician conducted his inspection.  [redacted] and Mike spent time with Mr. [redacted] and showed him exactly what we had found.  After visually seeing the evaporator coil himself, Mr. [redacted] agreed that the coil truly was in need of cleaning and that our technician was correct.  They discussed the other recommendations that were made by our technician andexplained that those were items that should be considered to improve efficiency or prevent future problems with the system.At this time, we believe that Mr. [redacted] opinion of Parker and Sons has been changed.  He told us that he will contact the Revdex.com and explain that our technician had told him the truth and that he would use us to clean his evaporator coil.  He also told us that he would be willing to contact the Revdex.com and rescind the complaint.  We are grateful that Mr. [redacted] allowed us to visit with him and to show him what our technician had seen during his inspection.[redacted]Vice President, HVAC Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]