Mr. [redacted]: I am very sorry that you are unhappy with our service. Our customers matter and we strive always to be fair and reasonable. A bit of clarification: Lisa M[redacted] is the co owner of the business and the female you spoke to on both occasions. When I agreed to waive the one hour minimum...
charge that was for the return call, the second visit to your [redacted] property; not for the first visit -- the after hours emergency service call. The first visit to your [redacted] property had not yet been entered in our system when you called to complain. I apologize for this confusion and I attempted to explain this to you multiple times on the phone and in writing. It is a significant expense to us to have a technician available seven days a week at all hours and for that reason we do charge a one hour minimum for after hours emergency calls -- a situation our technician made clear to you before you asked him to go to your property after hours. In addition, the technician charged me for his time to later return to your home during regular time to change a filter on your heating system. The technician had informed you he would not charge your for his time to return to change the filters so I offered to refund you for that time even though I paid the technician to return to your home on a different day and replace your filters. The purchase price you put in your complaint is not accurate. The total you paid for two visits to your [redacted] property was $237.91. When I credited the labor charge for the second visit it reduced your total to $186.91 which leaves you with a credit balance of $51.00. That amount has been credited to the credit card you gave my technician when you initially asked him to dispatch on the emergency after hours call. We do our absolute best to have highly capable, honest, well trained individuals available to help with emergency situations at all hours and it is a balancing act to charge a fair price to the customer while paying these hard working individuals a living wage and to pay them overtime for emergency calls. We intend to continue doing the best we can and believe that we offer the finest emergency service available in our area. Sincerely, Lisa M[redacted]
July 21, 2017Mr. [redacted] We are very sorry to learn you are unhappy with our services. We would like to point out that air conditioning systems are mechanical systems and much like a motor vehicle they require ongoing maintenance. They do not just continue to operate without routine...
service. Our first visit to your residence was in July of 2016. The majority of the technician's time at your home was spent replacing a broken toilet flange in your master bathroom. The technician went to your residence in Olathe to check out your air conditioner for not working and at that time you had him look at a toilet. We did not charge you for the hour it took him to leave your house, return to Montrose to get a new closet flange and then return to your home. He determined that the compressor on your air conditioner had failed. Please note, we did not install this system and we had never worked on this system. This was not a new system to you and you technically were not eligible for the manufacturer's warranty which applies only to the original owner of the equipment. With assistance from our vendor we were able to get a new compressor unit for you at no charge to you. Unfortunately the manufacturer's warranty -- for which you were technically not eligible -- does not ever cover installation or freight and we did require you to pay for those expenses. Please remember we were not even the original installers of this unit. In August of 2016 after the compressor was replaced it was discovered that the TXV valve was also bad and needed to be replaced. Again, we were able to get this part covered under a manufacturer's warranty for which you were not technically eligible. Also again, you were required to pay for the installation. We made a total of four visits to your residence in Montrose County -- not six as your complaint stated -- and spent a total of 13.25 hours working on your project. This does not include any time getting the warranty approved. You were charged for only 10.25 hours. When the work was completed and your air conditioning service was restored you informed us that you would not be able to promptly pay your bill. We were not advised of your difficult financial circumstances prior to finishing your project and our standard terms are that the bill is due when the job is done. Your bill was not finally paid until May of 2017 -- almost a full year after the work was completed. I personally spoke to you in August of 2016 and agreed to accept $200.00 a month until your bill was paid. At no time did you mention problems with my technician, issues with a child, your air conditioning not working or your flowers being stepped on. You then called and again spoke to me in July of 2017 wanting us to return and complaining about issues that happened almost a year ago. I am unable to address warranty issues more than a few months old. Our standard warranty is one year. You implied in your complaint that you were informed that the same technician who did your initial repair would be the technician coming out to your job but this was just an assumption on your part. We have several qualified air conditioning technicians and in fact the technician who did your repairs in 20016 is no longer with us. I always appreciate being made aware of my customer's issues or complaints in a timely manner because that gives me the opportunity to address any problems before they happen again. Since you indicated that your problem this year was corrected by a $14.00 part I feel confident that you had a bad capacitor. I can not know this because you did not detail what exactly the other company repaired but that would be a likely and routine part to fail that could be corrected for a minimal cost. You can be certain a bad capacitor was not the problem last year. My service techs all enjoy telling our customers when they can fix their problem for a minimal cost and that would have been among the first things he checked. Please note -- we recommend air conditioning systems receive a full annual service. We do not advise that people just run them until they stop running. I am sorry you were unhappy with our service but upon reviewing what we did for you and the amount you were charged it seems clear we were more than fair with you. You implied in your complaint we made six trips to your residence and that is not the case. Instead their were four trips -- one to diagnose your air conditioning problem and fix your toilet; one to install the new compressor; one to diagnose a failed TXV (which could not be determined until the compressor was replaced) and one to replace the TXV. You were only charged for 77 percent of the time we spent working on your job and you took almost a year to pay your bill! Then you complained almost a full year later about the work we did. I suspect your issue this summer was caused by a lack of routine maintenance and a very minor part needing replaced. We wish you the absolute best but do not believe this was the problem last year or that this is in any way our fault. Sincerely, Lisa M[redacted]
Mr. [redacted]: I am very sorry that you are unhappy with our service. Our customers matter and we strive always to be fair and reasonable. A bit of clarification: Lisa M[redacted] is the co owner of the business and the female you spoke to on both occasions. When I agreed to waive the one hour minimum...
charge that was for the return call, the second visit to your [redacted] property; not for the first visit -- the after hours emergency service call. The first visit to your [redacted] property had not yet been entered in our system when you called to complain. I apologize for this confusion and I attempted to explain this to you multiple times on the phone and in writing. It is a significant expense to us to have a technician available seven days a week at all hours and for that reason we do charge a one hour minimum for after hours emergency calls -- a situation our technician made clear to you before you asked him to go to your property after hours. In addition, the technician charged me for his time to later return to your home during regular time to change a filter on your heating system. The technician had informed you he would not charge your for his time to return to change the filters so I offered to refund you for that time even though I paid the technician to return to your home on a different day and replace your filters. The purchase price you put in your complaint is not accurate. The total you paid for two visits to your [redacted] property was $237.91. When I credited the labor charge for the second visit it reduced your total to $186.91 which leaves you with a credit balance of $51.00. That amount has been credited to the credit card you gave my technician when you initially asked him to dispatch on the emergency after hours call. We do our absolute best to have highly capable, honest, well trained individuals available to help with emergency situations at all hours and it is a balancing act to charge a fair price to the customer while paying these hard working individuals a living wage and to pay them overtime for emergency calls. We intend to continue doing the best we can and believe that we offer the finest emergency service available in our area. Sincerely, Lisa M[redacted]
July 21, 2017Mr. [redacted] We are very sorry to learn you are unhappy with our services. We would like to point out that air conditioning systems are mechanical systems and much like a motor vehicle they require ongoing maintenance. They do not just continue to operate without routine...
service. Our first visit to your residence was in July of 2016. The majority of the technician's time at your home was spent replacing a broken toilet flange in your master bathroom. The technician went to your residence in Olathe to check out your air conditioner for not working and at that time you had him look at a toilet. We did not charge you for the hour it took him to leave your house, return to Montrose to get a new closet flange and then return to your home. He determined that the compressor on your air conditioner had failed. Please note, we did not install this system and we had never worked on this system. This was not a new system to you and you technically were not eligible for the manufacturer's warranty which applies only to the original owner of the equipment. With assistance from our vendor we were able to get a new compressor unit for you at no charge to you. Unfortunately the manufacturer's warranty -- for which you were technically not eligible -- does not ever cover installation or freight and we did require you to pay for those expenses. Please remember we were not even the original installers of this unit. In August of 2016 after the compressor was replaced it was discovered that the TXV valve was also bad and needed to be replaced. Again, we were able to get this part covered under a manufacturer's warranty for which you were not technically eligible. Also again, you were required to pay for the installation. We made a total of four visits to your residence in Montrose County -- not six as your complaint stated -- and spent a total of 13.25 hours working on your project. This does not include any time getting the warranty approved. You were charged for only 10.25 hours. When the work was completed and your air conditioning service was restored you informed us that you would not be able to promptly pay your bill. We were not advised of your difficult financial circumstances prior to finishing your project and our standard terms are that the bill is due when the job is done. Your bill was not finally paid until May of 2017 -- almost a full year after the work was completed. I personally spoke to you in August of 2016 and agreed to accept $200.00 a month until your bill was paid. At no time did you mention problems with my technician, issues with a child, your air conditioning not working or your flowers being stepped on. You then called and again spoke to me in July of 2017 wanting us to return and complaining about issues that happened almost a year ago. I am unable to address warranty issues more than a few months old. Our standard warranty is one year. You implied in your complaint that you were informed that the same technician who did your initial repair would be the technician coming out to your job but this was just an assumption on your part. We have several qualified air conditioning technicians and in fact the technician who did your repairs in 20016 is no longer with us. I always appreciate being made aware of my customer's issues or complaints in a timely manner because that gives me the opportunity to address any problems before they happen again. Since you indicated that your problem this year was corrected by a $14.00 part I feel confident that you had a bad capacitor. I can not know this because you did not detail what exactly the other company repaired but that would be a likely and routine part to fail that could be corrected for a minimal cost. You can be certain a bad capacitor was not the problem last year. My service techs all enjoy telling our customers when they can fix their problem for a minimal cost and that would have been among the first things he checked. Please note -- we recommend air conditioning systems receive a full annual service. We do not advise that people just run them until they stop running. I am sorry you were unhappy with our service but upon reviewing what we did for you and the amount you were charged it seems clear we were more than fair with you. You implied in your complaint we made six trips to your residence and that is not the case. Instead their were four trips -- one to diagnose your air conditioning problem and fix your toilet; one to install the new compressor; one to diagnose a failed TXV (which could not be determined until the compressor was replaced) and one to replace the TXV. You were only charged for 77 percent of the time we spent working on your job and you took almost a year to pay your bill! Then you complained almost a full year later about the work we did. I suspect your issue this summer was caused by a lack of routine maintenance and a very minor part needing replaced. We wish you the absolute best but do not believe this was the problem last year or that this is in any way our fault. Sincerely, Lisa M[redacted]