Thank you for your notification of this complaintI am glad you brought this matter to our attention.We strive to give our customers the best service available.After reviewing this matter, I have made the following observations:Arrived at customer’s home on Thursday, July 6, 2017, to inspect and repair issues with A/Cdrain per home inspectors reportInvoice Number reflects our service call and ½ hourlabor totaling $The half hour labor charge is covering the time it took to inspect theparts on the drain system and the time the technician spent on the phone with Mr [redacted] during the visitAssessed equipment and found gas pipe 1/2” drip leg, secondary float switch and emergencydrain pan good, just surface rust on pan, not rusted throughNo repairs were necessary forthese itemsPer inspection report and customer concern, the service technician assured customer that hewould check on the necessity of an insulated trapAccording to the owner, [redacted] ***, thepart did not need to be changedThe forced air coil on the furnace does not need an insulatedtrapThe following week after getting confirmation of needed information, the technician reachedout to Mr [redacted] to explain his findings and Mr [redacted] at that time told our technician thathe had another company come out and replace the parts he wanted changed outSince no other service was required, we closed out our invoice and mailed it to Mr [redacted] for payment.To this date, we have not been paid for this serviceAttached are copies of the completed invoice wemailed to the customer for payment, the statement we sent out due to non-payment, the friendlyreminder letter and finally the final collection letter we sent to Mr [redacted] All of thiscorrespondence was left unanswered; therefore, we sent this file to collections on September 29,2017.In response to Mr [redacted] statement that our technician said he would return the next day to do therepairs, it is against our training for our technicians to schedule return visits to customers in the field.If they do not complete a job at the time of their first service call, they are to report it to the office sowe may order parts, get needed information, calculate any quotes, or to schedule a return call toperform a service which may require more time than what the technician had available to complete atthe time of their first service callIn this case, the technician needed to get information to confirmwhether the customer even needed a partIt is not our custom to replace parts that are not broken orperforming to specAs disclosed above, these repairs were not necessaryPlease also understandthat this service request occurred during the middle of the summer, our busiest seasonOur servicecalls range over counties and our technicians work exceedingly long days to keep up with demand.There is absolutely no way the technician could have returned the next day even if he had wanted to.Mr [redacted] system was working fine and not in need of repairsWe have multiple calls daily frompeople without any Air at all.As per Mr [redacted] alleged phone call, he must have spoken with [redacted] , ourReceptionist/Dispatcher, because [redacted] Taylor does not recollect speaking to Mr [redacted] on thephoneEither person would have informed Mr [redacted] of the same information, that a service wasperformed and therefore payment was dueHe may have gotten ***’s name from the past due lettersthat [redacted] mailed to him [redacted] did informed me that Mr [redacted] stopped by our office to inquirewhy he was sent to collections, and he was informed that it was due to non-payment of his serviceinvoiceHe had ample time to communicate with us prior to being sent to collections; in fact he hadthree full months to resolve this issue with our CompanyAt this point, it is out of our handsWehave been instructed to direct any inquiries regarding payment of this invoice to the collectionsagency, Accounts ReceivableMr [redacted] has their informationIf you require it, please let usknow.It is our intent to provide excellent service to our customers and feel that we have in this matter.Please let us know if you require any further information
Complaint: [redacted] I am rejecting this response because: Mann refridgeration never contacted me as stated in paragraph 4, I contacted them after I receiveda bill and yes I did call another service company because Mann did not show up the following day and never called until I called them, this is my complaint, shouldn't have to pay when they do not show or call Regards, *** [redacted]
I just received this notice today I will pull company files and check for information regarding this charge I will consult with technician, receptionist and [redacted] , Accounts Recand try to figure out what happened and get back with you as soon as possible Thank you, [redacted] ***
Thank you for your notification of this complaintI am glad you brought this matter to our attention.We strive to give our customers the best service available.After reviewing this matter, I have made the following observations:Arrived at customer’s home on Thursday, July 6, 2017, to inspect and repair issues with A/Cdrain per home inspectors reportInvoice Number reflects our service call and ½ hourlabor totaling $The half hour labor charge is covering the time it took to inspect theparts on the drain system and the time the technician spent on the phone with Mr [redacted] during the visitAssessed equipment and found gas pipe 1/2” drip leg, secondary float switch and emergencydrain pan good, just surface rust on pan, not rusted throughNo repairs were necessary forthese itemsPer inspection report and customer concern, the service technician assured customer that hewould check on the necessity of an insulated trapAccording to the owner, [redacted] ***, thepart did not need to be changedThe forced air coil on the furnace does not need an insulatedtrapThe following week after getting confirmation of needed information, the technician reachedout to Mr [redacted] to explain his findings and Mr [redacted] at that time told our technician thathe had another company come out and replace the parts he wanted changed outSince no other service was required, we closed out our invoice and mailed it to Mr [redacted] for payment.To this date, we have not been paid for this serviceAttached are copies of the completed invoice wemailed to the customer for payment, the statement we sent out due to non-payment, the friendlyreminder letter and finally the final collection letter we sent to Mr [redacted] All of thiscorrespondence was left unanswered; therefore, we sent this file to collections on September 29,2017.In response to Mr [redacted] statement that our technician said he would return the next day to do therepairs, it is against our training for our technicians to schedule return visits to customers in the field.If they do not complete a job at the time of their first service call, they are to report it to the office sowe may order parts, get needed information, calculate any quotes, or to schedule a return call toperform a service which may require more time than what the technician had available to complete atthe time of their first service callIn this case, the technician needed to get information to confirmwhether the customer even needed a partIt is not our custom to replace parts that are not broken orperforming to specAs disclosed above, these repairs were not necessaryPlease also understandthat this service request occurred during the middle of the summer, our busiest seasonOur servicecalls range over counties and our technicians work exceedingly long days to keep up with demand.There is absolutely no way the technician could have returned the next day even if he had wanted to.Mr [redacted] system was working fine and not in need of repairsWe have multiple calls daily frompeople without any Air at all.As per Mr [redacted] alleged phone call, he must have spoken with [redacted] , ourReceptionist/Dispatcher, because [redacted] Taylor does not recollect speaking to Mr [redacted] on thephoneEither person would have informed Mr [redacted] of the same information, that a service wasperformed and therefore payment was dueHe may have gotten ***’s name from the past due lettersthat [redacted] mailed to him [redacted] did informed me that Mr [redacted] stopped by our office to inquirewhy he was sent to collections, and he was informed that it was due to non-payment of his serviceinvoiceHe had ample time to communicate with us prior to being sent to collections; in fact he hadthree full months to resolve this issue with our CompanyAt this point, it is out of our handsWehave been instructed to direct any inquiries regarding payment of this invoice to the collectionsagency, Accounts ReceivableMr [redacted] has their informationIf you require it, please let usknow.It is our intent to provide excellent service to our customers and feel that we have in this matter.Please let us know if you require any further information
Complaint: [redacted] I am rejecting this response because: Mann refridgeration never contacted me as stated in paragraph 4, I contacted them after I receiveda bill and yes I did call another service company because Mann did not show up the following day and never called until I called them, this is my complaint, shouldn't have to pay when they do not show or call Regards, *** [redacted]
I just received this notice today I will pull company files and check for information regarding this charge I will consult with technician, receptionist and [redacted] , Accounts Recand try to figure out what happened and get back with you as soon as possible Thank you, [redacted] ***
Please see attached response containing letter, copies of invoices, call log