This
is in response to the complaint received from Ms. [redacted]. Ms. [redacted] has been a
customer of Kanawha Valley...
Maintenance for several years. We have also used her
services in the past. In June 2012 our company made Mrs. [redacted] aware that her
indoor coil was leaking. At that point Ms. [redacted] told us to order the coil and
she would call us to install. A few months later Ms. [redacted] contacted our
office to inform us she would have to wait due to financial reasons.
In May
2013, we went out to Ms. [redacted]'s residence to perform our annual spring
special. Again, we informed Ms. [redacted] that the indoor coil was leaking and
needed to be replaced. We did explain to her that by law we can only replace
the Freon one time in her unit, and
then discussed her options for replacement. Mrs. [redacted] was well aware of the
cost, and agreed BEFORE installation. It was once the install was complete that
Mrs. [redacted] contacted us stating that she needed to make payments. We agreed,
and said that she could make us 3 payments. At this point she contacted us
wanting to dispute the cost of the job. Ms. [redacted] stated that a neighbor had a
unit replaced by a different company for less. This complaint was absurd. Mrs.
[redacted] had agreed on the price before the work was performed, and therefore we
had a verbal contract with her. We felt no obligation to adjust her balance due to a neighbor's dealings with
another company. With that being said, I am sure Mrs. [redacted] would not adjust
the cost of one of her jobs, after completion, because the customer then found
they could have used another business for less.
Ms.
[redacted] later contacted our office stating that the unit was much louder than
her older one and wanted us to look at it. Our service man went out and
detected no problems. When Ms. [redacted] called us again with the same complaint
we went out to her house with a factory rep. He checked the unit thoroughly and
decided the blade and motor would be replaced. The time span Ms. [redacted] is
complaining about was waiting for the rep to come and check her unit and get
parts from the factory, which was out of our control.
The complaint from Mrs.
[redacted] states that my service man lied to her. I do not take this lightly. Due
to past experiences with Mrs. [redacted] she needs to step back and take a look at
her own business practices before accusing someone of lying, overcharging, and
customer satisfaction.
From a business standpoint
we are going to be the better of the parties and forgive her outstanding
balance. We value our reputation more than the amount owed by Mrs. [redacted]. By
forgiving the balance, however, we are not admitting any wrong doing by our company,
only protecting our reputation.
This
is in response to the complaint received from Ms. [redacted]. Ms. [redacted] has been a
customer of Kanawha Valley...
Maintenance for several years. We have also used her
services in the past. In June 2012 our company made Mrs. [redacted] aware that her
indoor coil was leaking. At that point Ms. [redacted] told us to order the coil and
she would call us to install. A few months later Ms. [redacted] contacted our
office to inform us she would have to wait due to financial reasons.
In May
2013, we went out to Ms. [redacted]'s residence to perform our annual spring
special. Again, we informed Ms. [redacted] that the indoor coil was leaking and
needed to be replaced. We did explain to her that by law we can only replace
the Freon one time in her unit, and
then discussed her options for replacement. Mrs. [redacted] was well aware of the
cost, and agreed BEFORE installation. It was once the install was complete that
Mrs. [redacted] contacted us stating that she needed to make payments. We agreed,
and said that she could make us 3 payments. At this point she contacted us
wanting to dispute the cost of the job. Ms. [redacted] stated that a neighbor had a
unit replaced by a different company for less. This complaint was absurd. Mrs.
[redacted] had agreed on the price before the work was performed, and therefore we
had a verbal contract with her. We felt no obligation to adjust her balance due to a neighbor's dealings with
another company. With that being said, I am sure Mrs. [redacted] would not adjust
the cost of one of her jobs, after completion, because the customer then found
they could have used another business for less.
Ms.
[redacted] later contacted our office stating that the unit was much louder than
her older one and wanted us to look at it. Our service man went out and
detected no problems. When Ms. [redacted] called us again with the same complaint
we went out to her house with a factory rep. He checked the unit thoroughly and
decided the blade and motor would be replaced. The time span Ms. [redacted] is
complaining about was waiting for the rep to come and check her unit and get
parts from the factory, which was out of our control.
The complaint from Mrs.
[redacted] states that my service man lied to her. I do not take this lightly. Due
to past experiences with Mrs. [redacted] she needs to step back and take a look at
her own business practices before accusing someone of lying, overcharging, and
customer satisfaction.
From a business standpoint
we are going to be the better of the parties and forgive her outstanding
balance. We value our reputation more than the amount owed by Mrs. [redacted]. By
forgiving the balance, however, we are not admitting any wrong doing by our company,
only protecting our reputation.