Justice Air Conditioning and Heating Inc

Complaint: ***
I am rejecting this response because:
Mr*** *as claimed that he maintained his professionalism until I screamed at him and his staffThis is simply not trueHe claims that I was calling repeatedly but fails to mention the facts of why: Call #I called first thing in the morning to verify that I was on the schedule for the day and get an eta because I had an OB appointment that day and needed to know if it would have to be cancelled (I did not share this information with them because it was not a detail they needed to know)The confirmed I was on the schedule and the truck usually arrived after lunchCall #I called around 1pm to see if the truck was in to get a better idea (still trying to figure out if it could work around my OB appointment)They told me the parts had arrived and were with the technician and I was next on the list for service (my OB appointment was at 1:so I cancelled it thinking they would be there soon)Call #around 3:I called Justice AC back because I still had not heard from anyone and asked the receptionist what the status wasShe put me on hold for a bit and when she came back she told me "not to hate her because she was only the messenger" (I had never expressed any frustration or anger or anything to their staff in any previous phone calls at this point that day) but that she just got off the phone with the owner, *** *** and that he admitted to her that he forgot to tell her that they had ordered the wrong part and that she needed to call me to tell me they wouldn't be able to come outThose were her wordsWhen I guestioned "yall ordered the wrong part??" she changed it to the wrong part was shippedSince this was Monday and I had been told the previous Thursday that getting parts was already being taken care of, which turned out not to be true, I got frustrated with them at that pointIt could have been a simple mistake and they were truly sent the wrong part but you could understand my instinct to question the truth from them at this pointI asked her if they could at least come replace the transformer that day to get the unit up and runningI explained to her that when the transformer previous got replaced it ran for a few days before going out so if they could do that part and complete the job the next day before the transformer blew again that I wouldn't have to go another day in the heat without air conditioningShe said she would have to ask if that was a possibility and would call me right backCall #4: I waited about minutes and called her back to see if she had found outIt was already around 3:at this point and I didn't want to run out of time in the work dayShe said she had not heard from the owner yet but that he was on a bid and she should hear back from him "any minute"Call #5: minutes later it was 4:and I still had not heard back so I called and Jose *** answeredI explained that I had spoken with a lady who was supposed to talk to the owner and get back to me and I hadn't heard anythingMy tone was not at all rude at this time, I was simply trying to get back in touch with the ladyHe very forcefully stated that he was the owner and that my repeated calling wasn't going to do me any good and wasn't going to make the parts come in any soonerI took great offense to that because I was simply a desperate customer trying to see if there was an alternative solution and I had not become rude with them prior to this pointAt this point my tone did turn more frustrated because I felt like I was being reprimanded for calling back when I was simply trying to get an answer and I had been told I would be called back then never wasAs far as Mr*** claiming that the only delays would come if I told *** *** I no longer wanted to use his company, that is completely incorrectHis exact words to me were "if you don't like it then you can call *** *** but just know that if you do that we'll delay your service"I repeated back to him to make sure I understood correctlyI said "I just want to make sure that I understood you correctlyIf I complain to *** *** about your customer service that you will intentionally delay my service." He said "yes because I don't have to deal with this attitude"I said "thank you that's what I needed to know" and hung up with himHe absolutely did not maintain his professionalismWhen I told *** *** about the phone call they advised me to stick with his company to make sure that my AC was fixed the next dayThey said Justice AC assured them they had reordered the part and had a tracking number and the part was being overnighted. I agreed but made sure that they noted the file about how I was treated and told *** *** that I had absolutely no faith that my AC would be fixed the next day and that this man would follow through on his threatsThe next morning, Tuesday, Justice AC called me early in the day to tell me I was on their schedule for that day and that they expected the new part to arrive after lunchAfter lunch I called *** *** and asked for them to get a status updateI made absolutely no direct contact with Justice AC*** *** said that the part was still not in because the truck was running late but told me that they had told Justice AC that no matter what time the part came in that they were approved for overtime and that they were absolutely supposed to service my air conditioner that dayI asked for the tracking number to be able to check on the status of the shipmentHonestly, I was trying to see if I could prove that he was intentionally delaying my service like he claimed he wouldShe called Justice AC back to get the tracking number and suddenly there was no tracking numberAfter a couple more hours it was after so I had *** *** check back with Justice AC and they claimed the truck had still not arrivedShortly before 5, and still not having heard a single word from Justice AC, I had *** *** contact them again and they said that the phones were going to the answering service and that they left a message on the emergency lines for Justice to call them back with a status and reminding them that they were approved for overtimeThere was no response from Justice ACI informed *** *** that at that time I would be seeking out my own HVAC company the next morning because Justice AC was following through with their threat to delay my service and that I would no longer be able to sit around all day hoping that someone would come do their jobThe next day, Wednesday, I hired a new AC company that confirmed all of the same parts would need to be replaced that Justice AC had said were neededOf course, the control board would have to be ordered and overnightedSince Justice AC and my new AC company use the same supply warehouse and Justice AC would no longer be needing the control board, I called Justice AC and requested they contact the warehouse and let them know that they no longer needed the part because they were no longer on the jobThe lady asked me if my warranty company was aware that I was requesting this and I said they were my next callShe said they needed to hear it from *** ***I completely admit that my tone was not very nice when speaking with the lady from Justice AC because of the events that had taken place but I absolutely did not yell at her in that phone callI called *** *** and they contacted Justice AC to request that they release the part at the warehouseI was told that Justice AC agreed to deny the part when it arrived that day (meaning that it had not been overnighted on Monday like they claimed)Later that day my new AC technician called me after speaking with the warehouse to tell me that Mr*** *ad contacted them and "adamantly refused to let them release the part" to my new AC companyAt this point, he knew they were off the job, he was rid of me, and yet he still chose to be spiteful, unprofessional and inhumane and make sure that it would take me at least one more day to get my air conditioner back up and running
I understand that accidents and errors happen that are sometimes beyond our control, such as the wrong part being shipped if that was the caseHowever, I should not have been told that the correct parts were in hand and that I was next on the list if this was the case. It was their job to communicate with me as the client what was taking place and when they failed to do that I had to contact them to get any details and was then reprimanded for doing soI told Mr*** that I knew his company had absolutely nothing to do with the previous two weeks of incompetent bandaids that the previous company did but that there were errors that his company made as well and he refused to own up to those errorsSince this original claim was filed, he has continued to ensure that my service was delayed, even after being released from the job
Mr*** also stated that they cannot be held accountable when the warranty company orders parts and errors are made but Justice AC placed this particular orderThat's why *** *** could not call the warehouse to release the part to my new AC companyJustice AC had to do it because they are the ones who ordered the part.
Mr*** also claims that they have never had a problem with their customer service while dealing with the home warranty claims but there is a Revdex.com complaint against Justice AC connected with a *** *** claim from July of this year so that is also not a true statement from him
I have actually heard pleasant things about his company as far as their quality of repair from individuals in the HVAC industry since dealing with all of this so it is a shame how this all unfolded, as Mr*** statesI simply cannot give my business to someone who can be so unprofessional and attack me for simply trying to request if an alternative solution can be reachedPerhaps he mistook my desperation and frustration for anger towards him personally? I'm not sure but as a business person I know that you never lose your cool with a customer and you definitely never threaten to delay someone's service when they have confronted you with being dissatisfied with your customer serviceThe actions this man has taken since just prove me right instead of proving me wrongWhen I first filed this claim I asked for nothing more than an apology and for him to admit that there were customer service errors made by his companyInstead, I got more vicious, inhumane actions taken against me. I feel that his future customers need to know that they have the potential for being treated the same way
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:
To clarify a few claims Mr. [redacted] made, he did NOT provide a tracking number to my warranty company. I was told there was a tracking number but when I had my warranty company call back to ask for the number suddenly Justice AC said there was not a tracking number. So no, they did not provide a tracking number to my warranty company. Also, it was confirmed by both my new AC company and the parts warehouse worker that Mr. [redacted] "adamantly refused" to release the part to my new AC company so I do not believe his claim  that he didn't do this. Perhaps he was just having a bad day that Monday when I spoke with him, I'm not sure, and I know that these warranty companies expect contractors to work for practically nothing but the way he reacted to the situation was out of line. It is his choice to work for the warranty company and he needs to maintain a level of professionalism. I am very well aware that I am not his only customer but when I am told I will be called "right back" in a time frame estimated to be "any minute" and 15-45 minutes go by as the end of the business day is approaching, on top of the fact that they have already proven that they are ready to call it quits for the day by 3:30pm, then yes I am absolutely going to call back to follow up if they won't.
Regards,
[redacted]

This statement in response to a complaint that a customer reported to The Revdex.com against Justice Air Conditioning and Heating, Inc.. The letter of complaint reported is very accurate as the customer states. She has written you a very true description of the events that took place and yes…it is...

unfortunate that this has happened the way it did. The only thing the customer fails to mention is that she was yelling at our staff and at me.
I am [redacted] owner of Justice Air Conditioning and Heating, Inc... I did speak to this customer after she called repeatedly all day as she states and yes she was frustrated and yes, she did notify us of her pregnancy as she states. However, it was not our fault that the wrong part was delivered to the supply house and it was not our fault that this delayed the job. We were very sympathetic to the customer because we were aware that she had been without air conditioning and that the contractor out there before us was unable to resolve her issues. I assured this customer that we were doing everything we could but every time I tried to explain this to her she would start yelling to the point where I could not get one word in to her. I had to yell over her to get her to listen to what happened. The customer was very rude and very frustrated as she states and she did threaten to give us a bad review. I did explain to her in a very calm but frustrated manner that if she did this it would only delay her air conditioner to be fixed but not because I would intentionally make it happen. I explained word by word that once she reports to the warranty company that she no longer wanted our service or refused our services the warranty company then cancels us and finds another contractor to go out and re-service and that in itself delays the whole situation and re-starts the whole process. Once we are cancelled for what ever reason by a customer and cancelled by the warranty company it is out of my hands at that point. And yes it is in humane for anyone to do that to anyone intentionally and I would never do that to any customer regardless the situation.
I have been in business for several years now and our ratings and customers have never had a problem with anyone and we have used these warranty companies for years and if the case is as this customer states, Trust me…. I would not be in business for myself or these warranty companies would not allow us to work for them. Regardless, it is not easy to keep everyone happy and we do get frustrated and difficult customers and I handle them in a very professional manner. I do tell the customers that if they are not happy that yes… it is their right to find another contractor because I know that my staff and I have and are doing all we possibly can for them but as I said, we can not please everyone.  I am a business man and I do not want to and do not have time to argue with customers. I try to resolve an issue that is what my company does. As I said, I tried to help her but she did not want our help, not as much as she wanted to argue. She wanted to keep arguing around the facts that were happening instead of being understanding to the facts that were taking place. I regret that it happened this way, but yes…I believe my staff and I did everything we could to help her as she states in her statement. As she describes; we were doing all we could to help her. We understood her position and we were willing to resolve her air conditioning issues but she really did make things impossible for my company to do that.
We deal with warranty companies that order parts for us that then go to warehouses for pick up and we can not control every ones position we can only trust that everyone we are working with to resolve customers parts are doing their part and that the right parts are being ordered and when a mistake does occur all we can do is correct it. Arguing and threatening them is not going to resolve anything except cause problems. So we have no choice but to accept the fact that things do go wrong and waste less time arguing and make more time to correct the problem.
Sincerely,   [redacted]   Justice Air Conditioning and Heating, Inc.     ###-###-####
Sinc

In response and to my defense regarding this falso accusation, I am not the horrible person that this customer states I am. We are the only company that found her problem and did have compassion for this customer but she made things very difficult for us. As she states she called us constantly and fails to realize that she is not the only customer we are dealing with. My staff and I have far more complicated business problem going on than to have to deal with someone whom is intentionally causing trouble. Her story is false for the most part and we did everything we could to accomadate her and offered her a tracking number through her warranty company. We were allowing full access to anything they needed to prove we were not lying but even that was not enough for this customer. We did not refuse a part to her or to her other contractor as she states because we had no part in to refuse. There was no part to release because apparently the delay or her argument is that we kept telling her that the part was not in yet, therefore there was no part being held back on our end. This customer also fails to mention having her mother threaten us and possibly getting her daughters insurance denied due to her mothers interferance. Her mom does not have that authority to email us and demand anything and would only cause her daughter more problems had it gone their way. We had no problem with the fact that this job was cancelled because for the most part our job is to service and take care of an air conditioning job or heating problems and we were doing everything we had to do to make this happen but sometimes customers jeopardize their own work due to the fact that they become impatient. I have many other jobs to deal with where the customers are understanding and are allowing us to fix any problems that not only I or my staff failed to do correctly, we just simply make sure that that error is corrected and continue to proceed. Not everything needs to be a fight, we are patient because as a company we understand that dealing with 3rd parties, an error will entually occur and we just do not have time to argue with everyone but only to wait on the right part to finally come in and as I stated before we do have our share of difficult customers and we can not please everyone but for those that allow us to do our job, the outcome is great for them and for us. We do have one other complaint recently due to another impatient customer, and trust me; as much as I wish I could please everyone and take care of them sometimes even I understand that it is just something that I must accept in the business and servicing world.  For the most part, I am very happy with my work and my staff. We have been in business for over 8yrs now and one complaint is excellent considering the line of business we are in which is servicing the public. I do love my job and would not change it for anything and I am sorry and I apologize for any inconvenience that this customer has encountered and wish that we could have pleased her. However, I am happy she has her air conditioning needs working properly now and wish her the best. But no I do not take any fault for her frustration through the process or for anything she is stating in her complaint because I know we did everything we could to fix and correct everything for her. My apologies for not being able to make this customer happy. I accept that as a business man I will eventually come by a problem like this every now and then.