We have been in contact with the [redacted] and have come to what we feel is a successful mutual agreement. The [redacted] are now on a [redacted] 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 [redacted] a credit in the amount of $which was the charge they received from the other contractor they had come out to service the system. [redacted] 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. We called MsF [redacted] 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 [redacted] 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 [redacted] called Ms [redacted] 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 [redacted] 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 [redacted] Vice President, HVAC Service
We have been in contact with the [redacted] and have come to what we feel is a successful mutual agreement. The [redacted] are now on a [redacted] 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 [redacted] a credit in the amount of $which was the charge they received from the other contractor they had come out to service the system. [redacted] 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. We called MsF [redacted] 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 [redacted] 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 [redacted] called Ms [redacted] 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 [redacted] 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 [redacted] Vice President, HVAC Service