JR Engineering

I am responding to the above listed complaint.  As your records will show this is the only complaint that has ever been filed against my company in its twelve years of operation.  The customer who filed the complaint called for service the morning of 12/27.  Due to his location and...

the volume of calls we were receiving [redacted] was advised that it would likely be several days before we could service his unit.  In the mean [redacted]e one of my technicians got done with another call in the proximity of [redacted]’s home and thus we made arrangements to make a call to him before lunch of 12/27.  The technician fixed the furnace and let [redacted] inspect its performance.  The customer, satisfied with his service, paid his bill and left a positive review in our customer review center.  The house warmed throughout the day and into the night as no follow up calls were received until the next morning.  The next morning [redacted] called stating that his furnace quit working again and that it was cold and he needed immediate service.  I informed [redacted] that we had filled all available appointments until after the new year.  He demanded service that day and I advised him that due to his location and demand he would need to call a more local HVAC shop as we could not provide to his immediate needs.  When I finished telling him this information he hung up on me.  In response to his demand for investigation and refund I am disputing these actions.  We provided a trip to his home with no other hourly, labor or materials charges on the date of 12/27.  I have attached a copy of a google map so that you can see the driving distance from our location to his.  The trip alone was two hours plus the [redacted]e spent at his home.  [redacted] would not have received a follow up free of charge as his initial visit wasn’t charged to the fullest of its extent and the problem presented was remedied as per his request.  [redacted] stated that our [redacted]e of two weeks response was inadequate, however, our next available appointment was two business days (following a three day holiday) away from his call [redacted]e.  In peak demand we often experience 1-2 day appointment bookings and some[redacted]es longer. Secondly, if we would have been able to agree on a [redacted]e of service for his home it would not have been without charge as all we had charged him before was a trip charge.  With his location and unwillingness to be patient and understanding it is likely better he find a more local contractor. I have also attached copies of our current review center which shows out of 228 total reviews a 5 star rating, a 98.8% current customer satisfaction rating and a 99.2% new customer satisfaction rating.  We strive to maintain the absolute highest customer satisfaction rating in Southwest Missouri and quiet possibly the state.  I, as the owner, ask you weigh the fact that we have been in business 12 years and have never had a single complaint along with the flawless customer satisfaction and realize that this man didn’t get a free hand out at the exact [redacted]e he demanded it and so he chose to try to slur our companies reputation.Thanks in advance,[redacted]Down Home Heating and Air LLC[redacted]Clever, MO 65631