- The request for an estimate to replace the system came from an email sent by [redacted] - we did not tell her she needed a new system or that it was old.
- We had one email address to send the [redacted] estimate (to replace the entire system) to and there was a typo so they did not get...
the estimate timely. No laws broken.
- When [redacted] called on [redacted], he said that he did not get the estimate to replace the entire system. [redacted] told him it was sent, verified we had a typo on the email address plus he gave her a second email address and she send it to both addresses. Estimate was sent [redacted].
- After the discussion about the estimate/email, he said we need someone to come look because there was "water dripping outside" and could someone come today. [redacted] told him we were busy but we'd try to fit it in same day - which we did.
- As far as being later than expected, I explained to [redacted] that sometimes technicians get caught up on unexpected issues that make a call take longer than expected and that's what happened with her dispatched call. I apologized and sent a technician as soon as possible. Again, no laws broken.
- The technician met [redacted] at the house and the [redacted] said "go ahead and fix it". The call was dispatched just as it was called in - "water dripping outside". Turns out it was dripping INSIDE. IF it had been called in for an "estimate to repair water leak", we would have (1) written on the service call ticket "Estimate" (2) told them between $** and $[redacted] or (3) explained the difference between an estimate (no tools) and a service call.
- As you can see from the attached notes that I created the day of the incident, we followed normal HVAC business practice in that the problem was addressed, fixed and the cost was nominal and according the [redacted], cost is not an issued because he told me he makes $[redacted] a year.
- We were not dispatched or asked to fix an issues concerning the cooling of the unit - only the water leaking which ALSO, [redacted] told [redacted] on [redacted] that she has had problems with water leaking through the ceiling for sometime and has other companies try to fix it. [redacted] complaint doesn't even address the water issue.
- After [redacted] would not answer her phone while my technician was there and trying to collect, I called her [redacted] He said he'd tell her to pay. She called me and said she would not pay. I told [redacted] to withdraw my estimate to replace her system.
I cannot believe a "customer" who hasn't even paid their bill- and by the way, I don't want a penny from these folks - has the right to post a complaint about [redacted] Mechanical. We have a lot of wonderful customers who appreciate the good work we do and that we stand behind.
Let me know if you need anything else with regard to this issue. Thank you, [redacted], [redacted]
- The request for an estimate to replace the system came from an email sent by [redacted] - we did not tell her she needed a new system or that it was old.
- We had one email address to send the [redacted] estimate (to replace the entire system) to and there was a typo so they did not get...
the estimate timely. No laws broken.
- When [redacted] called on [redacted], he said that he did not get the estimate to replace the entire system. [redacted] told him it was sent, verified we had a typo on the email address plus he gave her a second email address and she send it to both addresses. Estimate was sent [redacted].
- After the discussion about the estimate/email, he said we need someone to come look because there was "water dripping outside" and could someone come today. [redacted] told him we were busy but we'd try to fit it in same day - which we did.
- As far as being later than expected, I explained to [redacted] that sometimes technicians get caught up on unexpected issues that make a call take longer than expected and that's what happened with her dispatched call. I apologized and sent a technician as soon as possible. Again, no laws broken.
- The technician met [redacted] at the house and the [redacted] said "go ahead and fix it". The call was dispatched just as it was called in - "water dripping outside". Turns out it was dripping INSIDE. IF it had been called in for an "estimate to repair water leak", we would have (1) written on the service call ticket "Estimate" (2) told them between $** and $[redacted] or (3) explained the difference between an estimate (no tools) and a service call.
- As you can see from the attached notes that I created the day of the incident, we followed normal HVAC business practice in that the problem was addressed, fixed and the cost was nominal and according the [redacted], cost is not an issued because he told me he makes $[redacted] a year.
- We were not dispatched or asked to fix an issues concerning the cooling of the unit - only the water leaking which ALSO, [redacted] told [redacted] on [redacted] that she has had problems with water leaking through the ceiling for sometime and has other companies try to fix it. [redacted] complaint doesn't even address the water issue.
- After [redacted] would not answer her phone while my technician was there and trying to collect, I called her [redacted] He said he'd tell her to pay. She called me and said she would not pay. I told [redacted] to withdraw my estimate to replace her system.
I cannot believe a "customer" who hasn't even paid their bill- and by the way, I don't want a penny from these folks - has the right to post a complaint about [redacted] Mechanical. We have a lot of wonderful customers who appreciate the good work we do and that we stand behind.
Let me know if you need anything else with regard to this issue. Thank you, [redacted], [redacted]