We apologize for not clearly explaining the labor charge when replacing a coil It is not the same as an hourly rate and this should have been explained when we diagnosed the coil needed to be replace For this total lack or responsibility on our part we have decided to refund all the labor for the coil replacement We never want our customers to feel as if we are overcharging them for services performed We have contacted the homeowner by phone and have explained what we were going to do
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 Sent: Monday, November 23, 10:AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** Hi, Dispute Resolution Team- *** from Airteam (my impression is that he was the owner of the business) called me regarding my complaint. He provided additional explanation regarding the background for the charges assessed. He listened to my own recount of my interactions with his company and agreed that there was room for improved clarity in his team's communications with me. Because my unit was very new - less than years old - he even went to bat on my behalf with the *** company and got them to cover the costs of the repairs altogether. *** turned me from an upset customer very unlikely to do business with Airteam to a customer for life who will gladly refer others to his business. Thank you, *** Kind regards,*** ***
The ***'s have requested that we stop calling for payment on the coil replacement which clearly was a mistake on our part and we have agreed to that request. They did purchase a maintenance contract with us for $and have another check up due to them. If they are not satisfied with Airteam and wish to have the money refunded to them we would have no issue in doing so.
Respectfully,
*** ***
Airteam Ltd
We had a service call to perform a PMA (Preventative Maintenance Agreement) on 7-25-2014. Our tech discovered that the evaporator coil had a leak in it and it would need to be replaced. It appears that a few things are confusing after looking into how things came about. This house
was not our install which would not have had any labor warranty. The only warranty would have been from the manufacturer for the coil because it still had warranty on it. We believe what happen is when the ***'s contacted us for a PMA we asked what the closing date is on the home assuming that it was our original install. When our tech saw the closing date of 12-2-(Which not sure where we got that date) since the ***'s are stating their closing date is 5-20-(Which if it was our install it would have had a year labor warranty) Since it had a closing date on the ticket and from that date if it had been our install it would have been n/c for everything which is clearly what the tech was thinking based on those facts. Make a long story short this is a clear misunderstanding on our part and we would never want a homeowner to pay for something they didn't understand. To answer to the paperwork being altered, that would have been us writing on the paperwork what the charge would have been, not knowing the other circumstances that came about
Sincerely,
Airteam
On November our technician did not explain very well to the homeowner that they had *** on the *** *** and that it might need replacing, instead made them feel that they needed to have it replaced which is a lack of training on our part. On 4/13/when the technician ran the
*** *** up it was discovered that the system was low on *** and it was in the *** and it needed to be replaced. Our recommendation was to replace the system or just the *** that could run into lots of money. The reason the repair would be so high is that the system is *** *** which is being phased out of the industry and replaced with *** *** which is more environmental friendly and *** is very costly to use. They had another A/C company say they were low on *** and just added it, when your system is low on *** it has a leak somewhere. We are very sorry that *** *** feels as though she can't *** us anymore and I believe that we had already agreed with her to refund her money
Airteam will refund the $to Mr*** and will no charge the repair/replacement service on 9/1/2016. We believe this was just a chain of events that happen and trying ro defend the situation would not be very customer oriented. Customer satisfaction is very important to everyone at
Airteam
We apologize for not clearly explaining the labor charge when replacing a coil. It is not the same as an hourly rate and this should have been explained when we diagnosed the coil needed to be replace. For this total lack or responsibility on our part we have decided to refund all the
labor for the coil replacement. We never want our customers to feel as if we are overcharging them for services performed. We have contacted the homeowner by phone and have explained what we were going to do
[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
Well perhaps that would be best considering the circumstancesI wouldn't want to have bad relationship with our HVAC maintenance companyIt's unfortunate as your tech is very knowledgeable but I suppose it's what we have to do
** * *** ***
We apologize for not clearly explaining the labor charge when replacing a coil It is not the same as an hourly rate and this should have been explained when we diagnosed the coil needed to be replace For this total lack or responsibility on our part we have decided to refund all the labor for the coil replacement We never want our customers to feel as if we are overcharging them for services performed We have contacted the homeowner by phone and have explained what we were going to do
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 Sent: Monday, November 23, 10:AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** Hi, Dispute Resolution Team- *** from Airteam (my impression is that he was the owner of the business) called me regarding my complaint. He provided additional explanation regarding the background for the charges assessed. He listened to my own recount of my interactions with his company and agreed that there was room for improved clarity in his team's communications with me. Because my unit was very new - less than years old - he even went to bat on my behalf with the *** company and got them to cover the costs of the repairs altogether. *** turned me from an upset customer very unlikely to do business with Airteam to a customer for life who will gladly refer others to his business. Thank you, *** Kind regards,*** ***
The ***'s have requested that we stop calling for payment on the coil replacement which clearly was a mistake on our part and we have agreed to that request. They did purchase a maintenance contract with us for $and have another check up due to them. If they are not satisfied with Airteam and wish to have the money refunded to them we would have no issue in doing so.
Respectfully,
*** ***
Airteam Ltd
We had a service call to perform a PMA (Preventative Maintenance Agreement) on 7-25-2014. Our tech discovered that the evaporator coil had a leak in it and it would need to be replaced. It appears that a few things are confusing after looking into how things came about. This house
was not our install which would not have had any labor warranty. The only warranty would have been from the manufacturer for the coil because it still had warranty on it. We believe what happen is when the ***'s contacted us for a PMA we asked what the closing date is on the home assuming that it was our original install. When our tech saw the closing date of 12-2-(Which not sure where we got that date) since the ***'s are stating their closing date is 5-20-(Which if it was our install it would have had a year labor warranty) Since it had a closing date on the ticket and from that date if it had been our install it would have been n/c for everything which is clearly what the tech was thinking based on those facts. Make a long story short this is a clear misunderstanding on our part and we would never want a homeowner to pay for something they didn't understand. To answer to the paperwork being altered, that would have been us writing on the paperwork what the charge would have been, not knowing the other circumstances that came about
Sincerely,
Airteam
On November our technician did not explain very well to the homeowner that they had *** on the *** *** and that it might need replacing, instead made them feel that they needed to have it replaced which is a lack of training on our part. On 4/13/when the technician ran the
*** *** up it was discovered that the system was low on *** and it was in the *** and it needed to be replaced. Our recommendation was to replace the system or just the *** that could run into lots of money. The reason the repair would be so high is that the system is *** *** which is being phased out of the industry and replaced with *** *** which is more environmental friendly and *** is very costly to use. They had another A/C company say they were low on *** and just added it, when your system is low on *** it has a leak somewhere. We are very sorry that *** *** feels as though she can't *** us anymore and I believe that we had already agreed with her to refund her money
Airteam will refund the $to Mr*** and will no charge the repair/replacement service on 9/1/2016. We believe this was just a chain of events that happen and trying ro defend the situation would not be very customer oriented. Customer satisfaction is very important to everyone at
Airteam
We apologize for not clearly explaining the labor charge when replacing a coil. It is not the same as an hourly rate and this should have been explained when we diagnosed the coil needed to be replace. For this total lack or responsibility on our part we have decided to refund all the
labor for the coil replacement. We never want our customers to feel as if we are overcharging them for services performed. We have contacted the homeowner by phone and have explained what we were going to do
[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
Well perhaps that would be best considering the circumstancesI wouldn't want to have bad relationship with our HVAC maintenance companyIt's unfortunate as your tech is very knowledgeable but I suppose it's what we have to do
** * *** ***