Max Heating & Air, Inc.

Max Heating and Air Corp was dispatched on 07/12/at 6:pmWe scheduled with the customer for earliest appointment available which was on 07/14/After arriving at the customers home and diagnosing was completed we found that everything seemed to be running okWe did find that the unit
was very dirty due to lack of maintenance from the home ownerThe Tech offered to clean the unit but was required to explain this was not covered through the warranty company and that there is a fee for this serviceThe home owner refused to pay for such serviceThe Tech at that time explained to the home owner how to properly clean the unit. We are required to call in any repairs that needs to be done to the unit for authorizationsThe following morning the customer called in to the office yelling and screaming that her unit did not work and her husband cleaned the unitShe demanded that we come to her house immediately to fix her unitIt was explained to the customer that we could not come back out that dayShe needed to call her home warranty to let them know we needed another dispatchThis is the procedure for Home warranty customersThe customer was told the procedure and insisted that it was unacceptableNo-one from this company yelled at the customer although we did tell her if she was going to yell we would disconnect the call immediatelyShe insisted on telling us how we did not do our job properlyWe explained we are contracted through the home warranty company and that she did not call us on a retail level so everything needs to be called into the warranty company and if she was dis-sastified with us then she could request another companyThe customer was not pleased with that answer eitherWe have not heard from the customer since then so we assumed she was taken care of by another contractor. We aim to please both the home owner and the home warranty company but we have a procedure that we are required to followWe are aware this does not please everyone. We run a very busy schedule through out the summer months but we try to give everyone quality service in a timely mannerWe regret that this customer was dis-satisfied

Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
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[redacted] had a scheduled appointment on June 13th between 12 PM and 4 PM. The office manager called [redacted] at 4:30 PM on the 13th to notify her that the technician was running behind but would be contacting her shortly, [redacted] did not answer the phone and the office manager...

was unable to leave a message due to her voicemail box being full. The technician that was scheduled to run the appointment called our Dispatch representative at 4:41 PM and notified her that he had called the customer and not received an answer at which point he was instructed by Dispatch to move on to his next call, which is standard operating procedure as all of our customers are notified that the technician will call ahead and will not run the call if the phone is not answered in order to avoid wasted time during the workday. [redacted] did not call back into the office until 5:17 PM, which is well after office hours and she was lucky her call was answered. When she was informed that she had missed her appointment she became irate and cursed at the office manager and began insulting her and the company as a whole. Max Heating & Air is not prepared to risk the mental and/or physical well being of our employees, whether they are mangers or service technicians, by subjecting them to customers that can not control their tempers. The office manager disconnected the call with [redacted] after warning her that she needed to control her language or the call would not be continued. Max Heating & Air stands behind our employees, as they were all following standard procedure. [redacted] did not answer her call ahead and therefore missed her appointment.

This is a response to the customer complaint on Max Heating and Air that was received, Complaint ID [redacted]. The customer states that she cancelled her check for the $100 service fee that is part of her warranty plan. The check provided above is what Max Heating and Air received from her bank...

stating that the check bounced for insufficient funds (NSF 1st). Also, when the technician left the customers house, the customer then called into [redacted] then called Max Heating and Air asking for a diagnosis on the job. The diagnosis was that the system was 2 lbs low on refrigerant. The technician charged the system with 2 lbs of refrigerant. The customer then gave the technician payment for the refrigerant at $140.00. The $140 payed for 2 lbs of refrigerant. Max Heating and Air charges $80 per pound of refrigerant. If the customer has a home warranty policy, Max Heating and Air saves the customer $10 only charging $70 per lb of refrigerant. So the customer payed the technician a total of $240.00. A $100 payment for the service fee, and a separate $140 payment for the refrigerant. After the technician left, the customer called into [redacted], she then called into Max Heating and Air. The price of refrigerant was clearly explained to the customer. The price of refrigerant was not covered under the customers warranty policy, therefore she had to pay that out of pocket. The customer then went on to ask if the service fee went to Max Heating and Air or [redacted]. Advised customer that it went to Max Heating and Air. The customer hung up. Max Heating and Air later received a check marked NSF 1st from the customers bank. The customer stated in her complaint that she spoke with [redacted] and they said that they would waive the $100 service fee. After speaking with [redacted], there were not any notes indicating that to be true. The customer is still liable to pay the $100 service fee to Max Heating and Air, plus and additional $50 for the bounced check. Also, if the customer continues to try to slander Max Heating and Air because she did not understand the terms of her warranty agreement, further action will take place.[redacted]