Legacy Air, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The picture that Legacy has of the supposed 'missing' padlock is not the padlock in question and every employee of [redacted] & [redacted] can attest to that. Legacy has been informed of this. As well, we have several employees of [redacted] & [redacted] that can attest to the fact that the padlock in question was NOT on the gate after the Legacy tech left for the day.

The "hostility" that their tech was met with was when he began to accuse their competition of being responsible for the missing disconnects. Highly unprofessional behavior.

As stated: originally, Legacy or their tech was not accused of any wrongdoing. Merely that the gate was left unlocked and that either: A. that led to the theft of the disconnects or that B. the tech had taken them with him for safe keeping. We were very clear, repeatedly, to not accuse Legacy of any inappropriate behavior or activity even as they insinuated their competition was possibly behaving inappropriately.

We realize that Legacy is not going to budge in their position. And while, it is notable that they are standing behind their employee, all we asked was that they accept the possibility that their employee made a human error. They wouldn't.

From our perspective, we are being expected to accept the coincidence that after 3 years in this location that our AC unit was robbed (assuming one accepts Legacy's position) by someone using a bolt cutter to cut the lock that Legacy says they replaced, entered into a dark area only to steal parts that are not worth much of anything to resell or even re-use. All on the very night that Legacy's tech had been in our location till late in the afternoon.

This is simply not reasonable to accept. It's far more likely that Legacy's tech made a mistake which led, one way or the other, to the disconnects going missing.

Since Legacy is unwilling to accept any sense of responsibility, they can then accept that they have lost a customer as well as earning a poor recommendation.

Regards,

To Whom It May Concern,

 

Attached is a picture of the lock to the gate that is in question taken by the tech the following morning at the site.  We did have [redacted] on site the previous day and he diagnosed a bad pump for the tower.  [redacted] informed the Manager [redacted]...

of the situation and let him know he disabled the pump to prevent further damage to the balut, in doing so [redacted] placed the disconnect to the pump on top of the disconnect box to prevent the pump from being energized.  [redacted] locked the gate and returned the key to the gate to theManager.  At no time was any of the equipment unsecured, as it was behind a locked gate, and the key in the manager’s possession.  In an effort to protect the customer,  I researched the site and found the pump to be under warranty by the manufacturer and was quoted accordingly within an hour.

 

The following day I was informed by [redacted] that the disconnect was missing.  In an effort to find the disconnect, [redacted] was sent back to the site, on company time, and he found the lock to the gate cut and the disconnects to all of the equipment missing. 

 

While talking to [redacted] at [redacted] & [redacted], I offered to help in any way possible to get the equipment on line again but was met with hostility and accusations because we had pulled the disconnect and left it out on the disconnect box.  I believe that every effort was made to protect the customer assets in this case, and I am sorry that the site had been vandalized the night after we had been on site.  If there is anything that I can do to help resolve this issue, please let me know.

 

He later called another company to replace the disconnects.  That company charged him approximately $260.00 per disconnect.  We charge $66.00 each for the same disconnect .  We should have been given the opportunity to replace the disconnect ourselves.  We could have saved him a lot of money and put this matter to rest.  We refused to pay the outrageous markup of the disconnect.   

 

Thank you

 

Regional [redacted] Manager

Legacy Air, Inc.

[redacted] Office

[redacted] Fax