Home Comfort USA

We are working on an apology letter to the client and inspector should be signing off on permit on 5-16-17 per our productions department.  we definitely value our clients and want to make this client happy.

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 for the business to perform this action and, if it does, will consider this complaint resolved.American Comfort have responded professionally. they have promised to fixed the problem  in a timely matter as I said up till now they were very professional
Regards,
[redacted]

[redacted] Here is the copy of the service invoice with the customer signature. We do not always provide written quotes unless the customer asks for one.  This is because we often run different promotions daily.  There may have been a written quote but we do not keep them on file for more than a few weeks and this estimate was a year ago.   I do have notes in our system saying it was a 3 Ton Platinum system quoted for $11,112.  The notes state that Ms. [redacted] was going to check with her daughter before deciding.  One of the reasons her pricing may have been different was that this is for a Platinum system.  The salesperson noted that this is the system she wanted to buy if she decided to buy from us.  The Platinum system has the top warranties, guarantees, and the highest energy ratings.  So unless she bought a Platinum system elsewhere it would be hard to compare pricing wise.  Thank you.  [redacted] **Home Comfort USA – Heating & Air Conditioning[redacted] [redacted] office • [redacted] cell[redacted]

I spoke to Mr. [redacted] on March 10th and let him know that we would investigate the matter and get back to him ASAP. After thoroughly investigating this matter we sent Mr. and Mrs. [redacted] a letter on March 11th.  The letter is copied below.  We have not heard back from them since the...

letter was mailed.  We outlined our offer below.  Thank you.  [redacted], Home Comfort USA.Dear Mr. and Mrs.
[redacted]:
 
It was a pleasure
speaking to you, Mr. [redacted].  I have had
the opportunity to discuss the coil problem with [redacted], the technician that
originally came to your home to perform the tune-up on your system.  [redacted] says that when he arrived at your home, he
immediately noticed a “rushing” sound coming from the system.  He said something sounded very wrong.  At the outset of his inspection, [redacted] applied
the pressure gages as he always does as the first step of a tune-up and found
them very low.  He was immediately aware
of a low pressure issue which indicates leakage.  He says that he alerted you to this, Mr.
[redacted] before he began working on the unit. 
He said you instructed him to go ahead and continue with the
inspection.  [redacted] then opened up the unit
to continue the inspection.  At that time
he performed a leakage test on the coil and it was positive (he saw the
solution sprayed onto the coil bubbling over from the air pressure leaking
out).  [redacted] says that he then informed
you, Mr. [redacted], that there was a leak and that the unit was not safe to use.  He says that he informed you that he would
need to bring in a supervisor to confirm and then give options for replacement
if you wanted that or we could repair the coil. 
You said that your wife would get back to him if that is what you
decided on.  We never received a call
back.  [redacted] wrote up an invoice specifically
stating that there was a mechanical leakage and that it was no longer safe to
use and that he advised that a supervisor come out and that the unit was very
low on Freon.  He went over the invoice
with Mr. [redacted] and Mr. [redacted] signed off and paid for service.
 
We apologize that you
have had to go through these problems with your coil.  However, there is no direct/substantiated
evidence that [redacted] damaged your unit. To note, there were other technicians
that have opened up and worked on your unit since [redacted] did, and before he did,
so we cannot isolate the problem to [redacted]. 
[redacted] has a good, positive track record over his many years as a
technician.  We have never received
complaints about his service. 
Unfortunately, whoever’s fault it is, you are caught in the middle and
again I am sorry you are going through this. 
For the sake of goodwill and as a way of saying we are sorry you felt we
let you down, we are offering you 50% of the $1900 coil replacement expense
which is $950. 
 
If you are accepting
the offer, please sign the attached “Release of Liability” agreement and send
back to me.  I will then forward you a
check within 5 working days.
 
We appreciate your
business and I wanted to make sure you knew I investigated your concern. 
 
Sincerely,
 
 
 
[redacted],
VP of Administration

We are sorry that there are still issues not resolved to Ms. [redacted]'s satisfaction.  We apologize that a supervisor did not contact Ms. [redacted] to go over each issue.  We would like to have our Installation Manager meet with Ms. [redacted] as soon as she is available.  He will go over each issue...

she is having and report back to me his findings and solutions.  We commit to getting this solved for her!  [redacted], Vice President.  Thank you.

Client is now happy.  took care of all issues.  and gave client correct phone number to call in

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]s
Multiple inaccurate statements in companies message response. Technician was here October 31, 2014, Have copy of Home Comfort USA  Invoice. Field Supervisor I believe "[redacted]" he did not have a business card.  [redacted]  was here following day November 01, 2014. As stated viewed dismantled Furnace. [redacted] stated it was impractical to replace the heat exchanger as suggested by the technician the previous day. [redacted] proceeded to give estimate(s) for replacement as stated in my first letter to the Revdex.com. Do not recall multiple phone calls from Home Comfort during the month of November. January 27, 2015  I received written notice that my complaint was received by the California State Contractors Board.  It is impossible to understand how Home Comfort can claim they knew nothing about the issue after receiving notice from me immediately after the furnace was dismantled and the California State Contractor's License Board.  There is a marked difference in the reasons and times stated for phone calls made by Home ComfortTuesday February 02, 2015 "[redacted] called from Home Comfort offered to refund the fee paid for the tune up. I declined. [redacted] told me a supervisor would visit my home to assess the complaint.   She first suggested Feb 13, I declined. I agreed for a visit from the supervisor for Friday Feb 06, 2015, to access the complaint. Wednesday February 04, 2015 received a reminder call from Home Comfort re visit scheduled for Friday February 06. Thursday February 5, received another reminder call from "[redacted]". Time window between 1 and 4 PM. Friday February 06, 2015 "[redacted]" arrived (without a Business card) @ $4"15 [redacted] asked why he was here I explained it was because I made a complaint to the Contractors State License Board and Home Comfort sent him to access the issue.  [redacted] looked in the cabinet where the new furnace was installed and took several photos. [redacted] asked me again shy he was here. I showed him two photos from the group of photos mailed to you. [redacted] stated taking the furnace completely apart is common and the furnace would have been put back together IF they determined that the heat exchanger was not damaged. [redacted] stated that is how they do their tune-up. [redacted] also stated that furnaces that are 5-8 years old should be replaced.. [redacted] made a derogatory remark about the brand of furnace installed. As [redacted] was leaving he complained about the 1 1/2 hour drive from his office and the return trip.

The permit is handled by us per the contract, we will get that sent over to the client right away.  the cash card is processed by [redacted], I have already emailed to get an update on the cash card.  all rebates and incentives are given at the time of sell; no more discounts were given after...

the agreed upon price.