[redacted], Good Morning, Mr. M[redacted] and I have received your message about the complaint submitted to you by [redacted]. I spoke to [redacted] on Monday (6/29) after the incident on Friday and Saturday. He did send an email (6/27) to Mr. M[redacted] and it was forwarded to me as...
this is my department that he had a complaint about. I also told [redacted] that Mr. M[redacted] received the email and was sent to me because this was my department. He describe to me what happened and I spoke to all parties involved to investigate the story. After speaking to the plumbers out at the house we determined to refund the cost of the service call he spent ($39) on Friday and apologized for the experience he had and assured him that this is not the way we do business. I also wrote a letter and I sent it to him on 7/2. When I emailed this to him I did misspell the email address therefore it delayed the response and I resent it telling him on (7/9) and showing him that I sent it to a wrong email address. I also have attached the letter we sent for you to review what we found and what we were going to do. If you have any questions please do not hesitate to call me. ThanksTodd L[redacted]Residential Operations Manager, Service Specialties, Inc
[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 [redacted], and find that this resolution is satisfactory to me. Juts to correct what the manager said, Todd, he was very slow in responding to my request to send me the report about the survey they did. Until now, I really do not have their report.. I have the evidence that the cleaning was not necessary, but I chose not to send him the pictures because he did not respond to me in timely manner and I felt they would misuse the evidence because they we re not honest from the start. I will never use their services again, and I would not recommend any one to.Regards,
[redacted]
On November 6, 2015 we received a complaint from our
customer [redacted] regarding services rendered on October 27th and November 2nd. On October
27 we responded to a call that [redacted] had no heat and upon arrival Chris
Leach our senior service technician of 20 years found that the...
thermostat was
turned off so the system would not run and found that once he turned the system
on he noticed the thermostat was off a few degrees and therefore may turning
the system off prematurely. Chris
recommended he replace the thermostat. He gave [redacted] a price to replace
the thermostat and [redacted] declined.
[redacted] decided to purchase his own thermostat online and install it
himself. The thermostat [redacted]
bought did not work and he then went to [redacted] and bought another
thermostat which also did not work.[redacted] called us back because he still had no heat and
we responded on Monday, November 2, 2015 and Patrick another senior service
technician found that the inducer motor was bad and had a loose
connection. According to Patrick Mr.
Benning came downstairs to see what was happening and seen there was a wire
that came in front of the inducer motor and appeared that someone had put tape
around it as to repair it. Patrick says
he wasn’t sure why it was like that and [redacted] assumes it was “RIGGED”
this way by SSI. He gave [redacted] the service agreement
price to replace the inducer motor (which is a 20% discount off our COD rates)
and call me to ask about any additional money off because of the issue he was
having. So we gave him another 10% off
the COD price. The COD price $644 and we
sold it to him at $487.80. Patrick
ordered the motor and we installed it on November 5, 2015.On November 6, 2015 we received the complaint from Mr.
Benning and we contacted him to discuss the issue and I listened to what Mr.
Benning had to say and the experience he had with us and told him that I would
speak to Patrick and Chris about this and call him back that afternoon. I also ask [redacted] what he would like for
us to do and he told me he did not know.
After speaking to Patrick and
Chris I called [redacted] back to discuss my findings and offer a
resolution. While speaking to Mr.
Benning I was apologizing to him about the service he perceived as terrible and
agreed that we could have done a better job and apologized to him regarding
Chris attitude that [redacted] believed to be argumentative. I assured him that Chris is not like that and
that Chris has been in his home before servicing his system and he has never
had a problem with him in the past and that there has not been any issues in
the past 4 years and that we were sorry for this current experience. I told him that every time we came out to do
his inspection on his system that the system is running fine and performing as
expected I assured him that Chris did not do anything to his system and that
Chris has been employed with SSI for 20 years and we have never had any
problems with Chris our complaints of wrong doing. That I stood behind Chris that Chris is an
honest technician. At this time Mr.
Benning cut me off and started to yell at me over the phone telling me that I
am taking the “Company Line” on this and was not willing to offer any after he
has spent $800 on a system that he felt he did not have to spend. I told [redacted] I was willing to make an
offer to him but he cut me off and started yelling at me. He became very belligerent and cursing over
the phone and calling our technician’s foul names. At this point I told [redacted] that I was
not willing to work with him now since he was talking to me this way and he
hung up on me. I was willing to give him money back for the cost of the
thermostats but he told me he returned one of them and decided to keep the
other. We were also willing to extend
his service agreement 1-2 years at no charge ($636.00 Value) but he cut me off
and started yelling at me and using foul language and did not let me finish
speaking. It was also asked in my first
conversation with [redacted] what he would like us to do and he told me that I
was the manager for me to tell him. I
tried. It did get to a point that he could not speak to me as a
human being and talk this out that he had to resort to foul language and became
belligerent to me and accuse our company and technicians as thief’s and accuses
Chris as rigging his system.
[redacted], Good Morning, Mr. M[redacted] and I have received your message about the complaint submitted to you by [redacted]. I spoke to [redacted] on Monday (6/29) after the incident on Friday and Saturday. He did send an email (6/27) to Mr. M[redacted] and it was forwarded to me as...
this is my department that he had a complaint about. I also told [redacted] that Mr. M[redacted] received the email and was sent to me because this was my department. He describe to me what happened and I spoke to all parties involved to investigate the story. After speaking to the plumbers out at the house we determined to refund the cost of the service call he spent ($39) on Friday and apologized for the experience he had and assured him that this is not the way we do business. I also wrote a letter and I sent it to him on 7/2. When I emailed this to him I did misspell the email address therefore it delayed the response and I resent it telling him on (7/9) and showing him that I sent it to a wrong email address. I also have attached the letter we sent for you to review what we found and what we were going to do. If you have any questions please do not hesitate to call me. ThanksTodd L[redacted]Residential Operations Manager, Service Specialties, Inc
[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 [redacted], and find that this resolution is satisfactory to me. Juts to correct what the manager said, Todd, he was very slow in responding to my request to send me the report about the survey they did. Until now, I really do not have their report.. I have the evidence that the cleaning was not necessary, but I chose not to send him the pictures because he did not respond to me in timely manner and I felt they would misuse the evidence because they we re not honest from the start. I will never use their services again, and I would not recommend any one to.Regards,
[redacted]
On November 6, 2015 we received a complaint from our
customer [redacted] regarding services rendered on October 27th and November 2nd. On October
27 we responded to a call that [redacted] had no heat and upon arrival Chris
Leach our senior service technician of 20 years found that the...
thermostat was
turned off so the system would not run and found that once he turned the system
on he noticed the thermostat was off a few degrees and therefore may turning
the system off prematurely. Chris
recommended he replace the thermostat. He gave [redacted] a price to replace
the thermostat and [redacted] declined.
[redacted] decided to purchase his own thermostat online and install it
himself. The thermostat [redacted]
bought did not work and he then went to [redacted] and bought another
thermostat which also did not work.[redacted] called us back because he still had no heat and
we responded on Monday, November 2, 2015 and Patrick another senior service
technician found that the inducer motor was bad and had a loose
connection. According to Patrick Mr.
Benning came downstairs to see what was happening and seen there was a wire
that came in front of the inducer motor and appeared that someone had put tape
around it as to repair it. Patrick says
he wasn’t sure why it was like that and [redacted] assumes it was “RIGGED”
this way by SSI. He gave [redacted] the service agreement
price to replace the inducer motor (which is a 20% discount off our COD rates)
and call me to ask about any additional money off because of the issue he was
having. So we gave him another 10% off
the COD price. The COD price $644 and we
sold it to him at $487.80. Patrick
ordered the motor and we installed it on November 5, 2015.On November 6, 2015 we received the complaint from Mr.
Benning and we contacted him to discuss the issue and I listened to what Mr.
Benning had to say and the experience he had with us and told him that I would
speak to Patrick and Chris about this and call him back that afternoon. I also ask [redacted] what he would like for
us to do and he told me he did not know.
After speaking to Patrick and
Chris I called [redacted] back to discuss my findings and offer a
resolution. While speaking to Mr.
Benning I was apologizing to him about the service he perceived as terrible and
agreed that we could have done a better job and apologized to him regarding
Chris attitude that [redacted] believed to be argumentative. I assured him that Chris is not like that and
that Chris has been in his home before servicing his system and he has never
had a problem with him in the past and that there has not been any issues in
the past 4 years and that we were sorry for this current experience. I told him that every time we came out to do
his inspection on his system that the system is running fine and performing as
expected I assured him that Chris did not do anything to his system and that
Chris has been employed with SSI for 20 years and we have never had any
problems with Chris our complaints of wrong doing. That I stood behind Chris that Chris is an
honest technician. At this time Mr.
Benning cut me off and started to yell at me over the phone telling me that I
am taking the “Company Line” on this and was not willing to offer any after he
has spent $800 on a system that he felt he did not have to spend. I told [redacted] I was willing to make an
offer to him but he cut me off and started yelling at me. He became very belligerent and cursing over
the phone and calling our technician’s foul names. At this point I told [redacted] that I was
not willing to work with him now since he was talking to me this way and he
hung up on me. I was willing to give him money back for the cost of the
thermostats but he told me he returned one of them and decided to keep the
other. We were also willing to extend
his service agreement 1-2 years at no charge ($636.00 Value) but he cut me off
and started yelling at me and using foul language and did not let me finish
speaking. It was also asked in my first
conversation with [redacted] what he would like us to do and he told me that I
was the manager for me to tell him. I
tried. It did get to a point that he could not speak to me as a
human being and talk this out that he had to resort to foul language and became
belligerent to me and accuse our company and technicians as thief’s and accuses
Chris as rigging his system.