Hudco Inc.

Initial Business Response /* (1000, 8, 2016/02/22) */
Thank-you for the letter that you sent to us concerning this caseTo be quite honest, this letter took us owners both off-guard as the service call that is referenced by the customer occurred in January 2015, a full year ago and records do not
indicate that we have received any phone calls from the customer since that time
Nonetheless, customer satisfaction is at the very top of our company's goals and we would like to resolve this situation
Our records indicate that in January 2015, Hudco, Incissued a check refund to the customer in the amount of $for a correctly fitting filterThis was distributed to the customer in order to resolve the customer's concern, at that time, of an incorrectly fitting filterTherefore, the customer did not pay for the filter cost at all
As another act of good faith, Hudco, Incwill issue an additional refund for the service call fee of $90.00, to the customer at this timeWe value their business and hope that this resolution will support that
Hudco, Inchas been a family owned business, operating in the Inland Empire area since 1956, and we take pride in maintaining an excellent reputationThis reputation has been earned through an ethical work practice and excellent customer serviceWe are pleased to be able to continue to serve our customers loyally and professionally
Sincerely,
*** ***-Owner:
(*** ***-Owner:
Initial Consumer Rebuttal /* (3000, 10, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept their response to refund the service call fee as this will resolve the issueHowever, the $refund was for the filter ordered by HUDCO personnel which was the WRONG filterThis was personally returned to HUDCO and the refund madeWe ultimately ordered on our own and paid for itThus, we did not receive a free filter from HUDCO
As far as the phone calls, I left messages with the lady answering the telephone as the owner was never availableAs to what happened to those messages, I cannot sayI was quite surprised to not hear back from the owner, as I know they are a local companyIn addition, after a conversation with the co-owner, I did not hear back from either co-ownerNo one contacted me to even discuss the issue
Final Business Response /* (4000, 12, 2016/03/04) */
I spoke with *** on 2-25-She told me that she was waiting on the certified mail receipt from the consumer and the case would then be considered closed
Final Consumer Response /* (2000, 14, 2016/03/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the business' resolution
However, they do need to understand that the refund they gave on the filter was in fact for the wrong part the technician ordered and which was returned to their officeWe ordered a new part on our own and this can be verified with the receipt for the new partThey did not provide any corrective service or attempt contact after messages left at their business when this situation initially occurred