Lanz Furnace & Fireplace, Inc.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Tara *** We would like the $credited.Please inform the business that I did call them twice and n ever got called back about this issue.I then paid half of the bill and wrote them a letter, to again which there was no response.I also left a voicemail last month and again no response

As you can see from the attached notes that in the beginning we had offered her another option.  We always look for OEM parts first as that is what the manufacture recommends and it is at that point where if the OEM part is not available then we look at the universal part for the customer. It...

is our policy as a company to find the OEM first.  As you can see from the date of the service 12/2/2014 until we called 8/2015 she had made no effort to pay.  It wasn't until we called that we ever knew of the her concerns as we had quoted the universal part and she never called back. Her concerns of the part being changed twice or yearly was on a totally different part (a fuse) and the part that was sticking and needed to be replaced was a fan timer, not the same part.  The only payment she made was following this call and that was on 12/17/15 a whole year later.  I feel we are owed the amount of the diagnostic charge (this was not a maintenance call/Precision tune up) as we diagnosed the problem and then gave her options as well as followed up with her.  This happens more than people know to businesses, that the billed gets unpaid due to not being able to get all the details.  We really strive and give the customer the best service as well as call and communicating with them of all options as we do not want to put them into a financial situation and work with them as best we can.  We just ask you be upfront with us and not wait a year to let us know concerns.  We have plenty of  customers we have worked with over the years and want to work this out but also feel we did a service and would only think we could get some sort of call, note, email, etc. before a year has passed.  If the $60 gone is what she wants to resolve this and it saves our companies rating and name then so be it, we will give credit the account.  I would like people to know we provide a place here for our employees and their families, we all work hard at giving the best service so we can provide a great place to work.  It makes it hard to do that when people call for the service, get service and then decide later what they would like to pay, it happens more than people know and just would like people to call with concerns first and talk with the technician or owner to get all the facts.I am very sorry she felt this way and we as a company will take this into our staff meeting and learn from and will work to do an even better job with our customers.