To whom this may concern-
I have reviewed the complaint you submitted, and talked personally
to Mr*** this morning and agreed to credit the entire invoice in the amount of $to his account.His credit card was used to pay the billDue to company policy, we do not refund money thru a credit card deviceWe will process a company check for $and deliver the check to his address today
Our technicians failure to communicate to Mrs *** the cost to make the repair prior to making the repair is not acceptable protocol for technicians who are employed by Robert BPayne, IncI asked if Mr*** was satisfied with his response was affirmedIn the effort to restore faith back into the customer regarding our company, I will use this as an example to further train my employees on the proper protocol step to be taken during a service callMy apologies again to all
Respectfully Submitted
*** *** ***
President
Robert BPayne, Inc
we were sorry to see you were unhappy with our servicesOur goal is always 100% satisfaction with all our customers.In reviewing this, I see we had Ray, who is actually our Technical Advisor, and has been with our company for almost years and has almost years in the business,
come out to your homeIt looks like the technician from the other company could not find the leak that we foundI would absolutely love to meet with you and Ray at your home with anybody else you feel comfortable with, to go over our leak detection procedure and show you and demonstrate where your coil is leakingI honestly believe that although our news is harder to absorb, the fact the coil is leaking is the correct diagnosis. Although your system may be running at this time, and will be shut off for the winter soon, the coil will continue to leak whether the system is running or not, and you will be faced with either adding refrigerant again or replacing the coil.If for some reason, our technician has made a mistake, I can assure you there was no malicious intent. Ray has very high integrity and would have no personal gain from selling you a coil, as our company does not have incentives in place for our techs to sell coil,I feed either ww made a mistake that would be way out of the in this case, or we are correct with our evaluation. At this point, the $diagnostic charge is a non-factor for usWe really want to be given the chance to verify if our evaluation is correctI am issuing a credit and check request today for you to get your *** *** A check should reach your home within two weeks for this amount. Please let me know if you would like for us to meet and go over our evaluationI apologize we did not meet your expectations, and I hope the other company is correct and your coil is not leakingThis would be very beneficial to youI know bad news is sometimes hard to accept
We recently had a complete HVAC system installed by Robert BPayneMy wife and I went into this purchase by first doing a lot of research on HVAC systems and the many companies that provide installationsWe narrowed our interviews down to a few companies and Robert BPayne representative, "Robbie," stood outWe found him very personable, straight forward, and honest. The information he provided tracked with our research and he did not try to over sell us a unit...in fact, he painstakingly walked us through a process based on our need. We didn't experience any red flagsRobbie said that their prices were very competitive and we discovered he was correctRelative to the installation, the team of Kevin and Mark was outstandingBoth were very friendly, respectful, and professional....these guys knew what they were doingCommunication by this company is first rate and dealing with the home office staff was yet another pleasant experienceRobert BPayne should be a benchmark for any company that wants to be successfulI wish all contractors were like themLastly, and overall, this was probably the best experience we've ever had with a contractor
Robert B Payne did an amazing job installing two *** heat pumps in my homeTheir employees are very knowledgeable, polite and came on time I give them my highest recommendation!
I spoke to the customer this morning after the coil was replaced yesterday.
Unfortunatley we failed to communicate properly as to when the coil would be delivered to our shopThe coil was not a stock item at our local supply house and was ordered from the factoryWe informed
the customer it could be shipped by a trucking company but was not recomended due to multiple terminal transfers and the potential for damage.We chose based on our communication with our local supplier to have the coil shipped on their next full load transport which normally is 5-business days , however this was not correct and we failed to get a guaranteed delivery date and communicate with this to the customer which caused the customer unnecessary stress and discomfort not knowing when delivery would be made
I am very sorry this happened and made a price adjustment of $of the initial price, installed freon in the system to give temporary cooling and delivered portable cooling units as well all at no charge to assist until the part arrivedThe customer seemed thankful for what we tried to do but both she and I were both dissapointed in our failure to provide adequate periodic updates on delivery without her having to call us which cuased undue stress and discomfort for the customerRespectfully submitted
*** ** ** *** ***
*** ** *** ***
To whom this may concern-
I have reviewed the complaint you submitted, and talked personally
to Mr*** this morning and agreed to credit the entire invoice in the amount of $to his account.His credit card was used to pay the billDue to company policy, we do not refund money thru a credit card deviceWe will process a company check for $and deliver the check to his address today
Our technicians failure to communicate to Mrs *** the cost to make the repair prior to making the repair is not acceptable protocol for technicians who are employed by Robert BPayne, IncI asked if Mr*** was satisfied with his response was affirmedIn the effort to restore faith back into the customer regarding our company, I will use this as an example to further train my employees on the proper protocol step to be taken during a service callMy apologies again to all
Respectfully Submitted
*** *** ***
President
Robert BPayne, Inc
we were sorry to see you were unhappy with our servicesOur goal is always 100% satisfaction with all our customers.In reviewing this, I see we had Ray, who is actually our Technical Advisor, and has been with our company for almost years and has almost years in the business,
come out to your homeIt looks like the technician from the other company could not find the leak that we foundI would absolutely love to meet with you and Ray at your home with anybody else you feel comfortable with, to go over our leak detection procedure and show you and demonstrate where your coil is leakingI honestly believe that although our news is harder to absorb, the fact the coil is leaking is the correct diagnosis. Although your system may be running at this time, and will be shut off for the winter soon, the coil will continue to leak whether the system is running or not, and you will be faced with either adding refrigerant again or replacing the coil.If for some reason, our technician has made a mistake, I can assure you there was no malicious intent. Ray has very high integrity and would have no personal gain from selling you a coil, as our company does not have incentives in place for our techs to sell coil,I feed either ww made a mistake that would be way out of the in this case, or we are correct with our evaluation. At this point, the $diagnostic charge is a non-factor for usWe really want to be given the chance to verify if our evaluation is correctI am issuing a credit and check request today for you to get your *** *** A check should reach your home within two weeks for this amount. Please let me know if you would like for us to meet and go over our evaluationI apologize we did not meet your expectations, and I hope the other company is correct and your coil is not leakingThis would be very beneficial to youI know bad news is sometimes hard to accept
We recently had a complete HVAC system installed by Robert BPayneMy wife and I went into this purchase by first doing a lot of research on HVAC systems and the many companies that provide installationsWe narrowed our interviews down to a few companies and Robert BPayne representative, "Robbie," stood outWe found him very personable, straight forward, and honest. The information he provided tracked with our research and he did not try to over sell us a unit...in fact, he painstakingly walked us through a process based on our need. We didn't experience any red flagsRobbie said that their prices were very competitive and we discovered he was correctRelative to the installation, the team of Kevin and Mark was outstandingBoth were very friendly, respectful, and professional....these guys knew what they were doingCommunication by this company is first rate and dealing with the home office staff was yet another pleasant experienceRobert BPayne should be a benchmark for any company that wants to be successfulI wish all contractors were like themLastly, and overall, this was probably the best experience we've ever had with a contractor
Robert B Payne did an amazing job installing two *** heat pumps in my homeTheir employees are very knowledgeable, polite and came on time I give them my highest recommendation!
I spoke to the customer this morning after the coil was replaced yesterday.
Unfortunatley we failed to communicate properly as to when the coil would be delivered to our shopThe coil was not a stock item at our local supply house and was ordered from the factoryWe informed
the customer it could be shipped by a trucking company but was not recomended due to multiple terminal transfers and the potential for damage.We chose based on our communication with our local supplier to have the coil shipped on their next full load transport which normally is 5-business days , however this was not correct and we failed to get a guaranteed delivery date and communicate with this to the customer which caused the customer unnecessary stress and discomfort not knowing when delivery would be made
I am very sorry this happened and made a price adjustment of $of the initial price, installed freon in the system to give temporary cooling and delivered portable cooling units as well all at no charge to assist until the part arrivedThe customer seemed thankful for what we tried to do but both she and I were both dissapointed in our failure to provide adequate periodic updates on delivery without her having to call us which cuased undue stress and discomfort for the customerRespectfully submitted
*** ** ** *** ***
*** ** *** ***