[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me - for nowI will allow Princeton Air to conduct this energy assessment to validate or invalidate my assumptionIf my assumptions are correct and I am indeed not realizing any savings from their system, I expect them to take another step in remediating the situation - 1) either replacing the malfunctioning system 2) refund me the overage in expense I paid for the last three years ; or a combination of the two Should they not offer a resolution to my satisfaction, I will reopen this case before taking more serious steps to get resolution
Regards,
*** ***
Mr*** ** *** had us install two *** gas furnaces and two *** air conditioners in All four of these units were sold with a year *** and Princeton Air conditioning parts and labor warrantyOn Friday, January 2, we received a call at 8:am from Mr *** to report
that he had no heat from his second floor *** furnaceOur service dispatcher asked him some questions so she could properly ascertain what the problem wasShe then dispatched a service technician to his house who completed the repair at 11:am (hours and minutes after we were notified of the problem)This was all covered under warranty.Mr*** then called again on 1/5/requesting that we change the parts on his other *** furnacewe explained to him that *** will not send us the parts unless the part in question has failed.On 2/22/Mr*** again called to tell us his first floor was not workingWe dispatched a service technician to his home who diagnosed that the pressure switch had filedWe ordered a pressure switch and convinced the *** Co to also send us a new collector box for each of the furnaces.The next day, 2/23/we received the parts and installed them in both furnaces at no charge to Mr. ***.We feel we did a good job responding to Mr***' problems and we will continue to provide him with warranty service on the *** equipment for the balance of the warranty contract
Dear [redacted]On behalf of everyone @ Princeton Air, I would like to thank youfor the opportunity to earn your business, as well as apologize for your beliefthat the systems installed are not living up to your expectations, and/orsaving “as promised” prior to installation. While as a general rule...
we do notmake “promises” that may include one or more “variables” that we cannotcontrol (and there are numerous variables involved in energy usage/savingscalculations) we do acknowledge that as with any high-efficiency mechanicalupgrade, there are certain expectations of performance that are factored into aclients’ decision-making process, with one of the more important factors beingsavings; so when a clients’ actual savings varies from their expected savings,it is important to understand, for lack of a better term, “what happened”. To that affect, we are more-than willing to perform apost-project utility analysis for you / your home, to see if we can identify“what happened” in this case; but in order to accomplish this, we will requireyour assistance with the information-gathering process; specifically: In orderto calculate your actual savings, we will need copies of your utility usagegoing back to when you first moved into the home; for electric, this willrequire all monthly readings showing the actual (or in some cases estimated)kilowatt-hour (kwh) consumption; and for propane, a detailed summary containingall deliveries from before & after the project was completed. The propaneportion of this should be relatively easy for you to gather, especially if youwere able to discontinue your propane deliveries after the project wascompleted; the electric might take a bit more time to collect, but if you haveonline access to your account, you may be able to download the usage history(either in 1 month-by-month spreadsheet or each monthly bill PDF (preferred)),and simply send the information to us either via email or fax. Once we havethis information in hand, we can begin the analysis process & should beable to provide some understanding of, and explanation for, your actualelectric consumption vs. what you expected it to be. Please let me/us know if you have any questions on this, andwhen you might be able to forward us the information requested. Our thanks inadvance for your anticipated assistance, as well as for the opportunity to earnyour business. [redacted]Princeton Air
We installed a boiler for this customer back in 2012. We also performed insulation and air sealing service in the basement shortly thereafter. For 2 of the following years we had a boiler maintenance program with customer and performed heating maintenance services. On Friday 11/3/17 we were called...
for a "no heat" situation and responded. We determined that there was a thermostat wire that needed to be replaced and the customer was to have their electrician replace it and call us back for a tuneup when complete (we have a signed WO on file if needed). We have an e-Service platform (similar to on-line banking) that we invite customers to for invoice retrieval and management. The customer's mother [redacted] was unhappy with the diagnosis, had called another contractor and then called and spoke to our call center manager about the experience. We mailed the customer's check back the following day and credited their account.
To All It May Concern: In regards to the complaint filed with your agency by [redacted] regarding a service charge of $95.00 + tax ($101.65) for a service visit to his home on July 30, 2015; we have investigated & discussed the matter internally, and while we still firmly believe that the...
disputed amount in question is a valid charge, we have decided it is in the best interest of all parties to waive the disputed fee & associated tax, thereby relieving [redacted] not only of any further obligation to honor this term of the Agreement he signed with our Company on May 1, 2014, but of all other terms & conditions as well. As our Company has faithfully honored our contractual responsibilities under the terms & conditions of this Agreement; but do not believe that any future business dealings between [redacted] & our Company would be in either parties’ best interest; our only request of [redacted] is that he acknowledges & accepts this mutual relationship dissolution request in its entirety. Princeton Air wishes to extend our apologies to all that were required to address this matter – a matter that could’ve been easily avoided – and we thank all for their commitment to seeing this matter through to a resolution. We will await further contact from your agency and/or agents should there be any questions or additional steps required on our parts; otherwise we shall assume this matter to be resolved & closed.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me - for nowI will allow Princeton Air to conduct this energy assessment to validate or invalidate my assumptionIf my assumptions are correct and I am indeed not realizing any savings from their system, I expect them to take another step in remediating the situation - 1) either replacing the malfunctioning system 2) refund me the overage in expense I paid for the last three years ; or a combination of the two Should they not offer a resolution to my satisfaction, I will reopen this case before taking more serious steps to get resolution
Regards,
*** ***
Mr*** ** *** had us install two *** gas furnaces and two *** air conditioners in All four of these units were sold with a year *** and Princeton Air conditioning parts and labor warrantyOn Friday, January 2, we received a call at 8:am from Mr *** to report
that he had no heat from his second floor *** furnaceOur service dispatcher asked him some questions so she could properly ascertain what the problem wasShe then dispatched a service technician to his house who completed the repair at 11:am (hours and minutes after we were notified of the problem)This was all covered under warranty.Mr*** then called again on 1/5/requesting that we change the parts on his other *** furnacewe explained to him that *** will not send us the parts unless the part in question has failed.On 2/22/Mr*** again called to tell us his first floor was not workingWe dispatched a service technician to his home who diagnosed that the pressure switch had filedWe ordered a pressure switch and convinced the *** Co to also send us a new collector box for each of the furnaces.The next day, 2/23/we received the parts and installed them in both furnaces at no charge to Mr. ***.We feel we did a good job responding to Mr***' problems and we will continue to provide him with warranty service on the *** equipment for the balance of the warranty contract
Dear [redacted]On behalf of everyone @ Princeton Air, I would like to thank youfor the opportunity to earn your business, as well as apologize for your beliefthat the systems installed are not living up to your expectations, and/orsaving “as promised” prior to installation. While as a general rule...
we do notmake “promises” that may include one or more “variables” that we cannotcontrol (and there are numerous variables involved in energy usage/savingscalculations) we do acknowledge that as with any high-efficiency mechanicalupgrade, there are certain expectations of performance that are factored into aclients’ decision-making process, with one of the more important factors beingsavings; so when a clients’ actual savings varies from their expected savings,it is important to understand, for lack of a better term, “what happened”. To that affect, we are more-than willing to perform apost-project utility analysis for you / your home, to see if we can identify“what happened” in this case; but in order to accomplish this, we will requireyour assistance with the information-gathering process; specifically: In orderto calculate your actual savings, we will need copies of your utility usagegoing back to when you first moved into the home; for electric, this willrequire all monthly readings showing the actual (or in some cases estimated)kilowatt-hour (kwh) consumption; and for propane, a detailed summary containingall deliveries from before & after the project was completed. The propaneportion of this should be relatively easy for you to gather, especially if youwere able to discontinue your propane deliveries after the project wascompleted; the electric might take a bit more time to collect, but if you haveonline access to your account, you may be able to download the usage history(either in 1 month-by-month spreadsheet or each monthly bill PDF (preferred)),and simply send the information to us either via email or fax. Once we havethis information in hand, we can begin the analysis process & should beable to provide some understanding of, and explanation for, your actualelectric consumption vs. what you expected it to be. Please let me/us know if you have any questions on this, andwhen you might be able to forward us the information requested. Our thanks inadvance for your anticipated assistance, as well as for the opportunity to earnyour business. [redacted]Princeton Air
We installed a boiler for this customer back in 2012. We also performed insulation and air sealing service in the basement shortly thereafter. For 2 of the following years we had a boiler maintenance program with customer and performed heating maintenance services. On Friday 11/3/17 we were called...
for a "no heat" situation and responded. We determined that there was a thermostat wire that needed to be replaced and the customer was to have their electrician replace it and call us back for a tuneup when complete (we have a signed WO on file if needed). We have an e-Service platform (similar to on-line banking) that we invite customers to for invoice retrieval and management. The customer's mother [redacted] was unhappy with the diagnosis, had called another contractor and then called and spoke to our call center manager about the experience. We mailed the customer's check back the following day and credited their account.
To All It May Concern: In regards to the complaint filed with your agency by [redacted] regarding a service charge of $95.00 + tax ($101.65) for a service visit to his home on July 30, 2015; we have investigated & discussed the matter internally, and while we still firmly believe that the...
disputed amount in question is a valid charge, we have decided it is in the best interest of all parties to waive the disputed fee & associated tax, thereby relieving [redacted] not only of any further obligation to honor this term of the Agreement he signed with our Company on May 1, 2014, but of all other terms & conditions as well. As our Company has faithfully honored our contractual responsibilities under the terms & conditions of this Agreement; but do not believe that any future business dealings between [redacted] & our Company would be in either parties’ best interest; our only request of [redacted] is that he acknowledges & accepts this mutual relationship dissolution request in its entirety. Princeton Air wishes to extend our apologies to all that were required to address this matter – a matter that could’ve been easily avoided – and we thank all for their commitment to seeing this matter through to a resolution. We will await further contact from your agency and/or agents should there be any questions or additional steps required on our parts; otherwise we shall assume this matter to be resolved & closed.