I. F. Weber

Can you please let me know what clarification you need? I accept the $from Gorganc as settlement of this inquiry, as refund of my furnace portion of my Service Plan. Thank you for all of your assistance, Revdex.com. *** ***

Business responded to complaint See attached.Business response also copied and pasted below by Revdex.com staff 3/3/15.This is the response of Gorjanc Comfort Services to the complaint by *** *** (***).Ms*** has given a long description of the attempt of GCS to provide service to
her involving the repair of her furnaceI will not argue every detail except to say that I contest her unnecessarily negative references to our intentions. All service calls and repair costs were accurately quoted by our employeesOf course, there are differences in fees for calls during regular working hours, after hours, and SundaysThe prices we quoted Ms*** were based on the times she called and was requesting service.I do recognize there was some discrepancy in what furnace parts were covered under warrantySince we did not install the furnace we did not immediately know whether the failed part was covered or notUnfortunately, Ms*** interpreted this in strongly negative terms in her complaintAnyone who has dealt with us over time must know we operate our business in the most professional mannerWe would never condone the behavior she charges us with.We appreciate the years that Ms*** was Service Partner with usSince she has cancelled her participation and was entitled to a furnace inspection, we will refund her the disputed amount of $We hope this will settle an unfortunate misunderstanding.Please advise as to how to proceed.Regards,*** ** ***Gorjanc Comfort Services

Ms [redacted] is not a customer of ours. She is an out-of-state landlord who owns property in Cleveland. We did process her call in an attempt to provide service to her tenant. Because Ms. [redacted] is deaf we did use video relay services to communicate with her. Our CSR had no problem processing the job...

information through these services.
 
At the scheduled time we attempted to contact the tenant to dispatch a service technician to the property. The tenant did not respond to our attempt and so we were unable to provide service. We relayed this information to the landlord, Ms [redacted]. She then left a return message with our answering service to cancel the appointment.
 
We did not ignore Ms [redacted]’s phone call. It is our practice to not put live calls on hold to answer incoming calls. For that reason, new calls sometimes are transferred to our answering service. Through the answering service we found that Ms [redacted] had called to cancel the service request for her property.
 
After cancelling the appointment, Ms [redacted] called back several times to complain about a negative comment about interpreter services supposedly made by our CSR.
 
Her complaint is inaccurate. We vigorously dispute her claim. There is no one in our office that would make such an offensive, discriminatory comment.
 
At this point Ms [redacted] was not our customer, yet she continued to call our office repeatedly to lodge a complaint with no merit.
 
Nothing was charged to Ms [redacted] since we were unable to provide service to her tenant.
 
Nothing discriminatory was ever said to or about [redacted].
 
We continue to respect and work with any customers who have a need of our services.
 
Respectfully yours,
 
 
[redacted]
President