Peregrini Courier

Hoffman performed the 10-point check and tune up for the air conditioning unit located at [redacted] ** on 6/29/ The charge for the service call was $plus the cost of refrigerant that was added for a total of $plus tax On 7/21/17, [redacted] call to state the air conditioning was not working in the homeShe asked if Hoffman would send someone to the home at no charge She was told that certainly if the problem that they were experiencing was related to the work performed during the tune-up, the labor charge would be waived for the service call If it was unrelated, our hourly rate would prevail [redacted] stated at that time that she was going to find another air conditioning company.On 7/24/17, [redacted] called againShe had a similar conversation with another representative She was again told that if the problem was related to the original tune up, she would not be charged In addition, she was told that if we went out and the technician diagnosed the problem to be unrelated to the tune up and they decided not to use Hoffman to make the repairs, a diagnostic fee of $79.95, which is half of our hourly rate, would be charged She then called "Hoffman" liars and disconnected the call.Hoffman hasn't been given the opportunity to diagnose the problem at this home but we would be happy to and again, if the issue is related to anything done during the 6/29/tune-up, no labor charge will be billed

Hoffman replaced the zone damper on 12/15/at the *** household. In some cases, the motor of the zone damper can be replaced and yes, the zone damper motor is a part that is covered under the Gold service agreement. A detailed explanation can be found below: Damper
motor replacement vs entire damper replacement In this case it was a x inch zone damper that was replaced. A damper this size will have numerous blades and linkages to fit into the duct opening. Each of these blades and linkages will have at least two pivot points, vertically on the blades and horizontally on the linkages. There could easily be individual blades on a x zone damper which would amount to or more pivot points, these are not serviceable in the field. In the event of failure of these pivots or a blade becoming bent the damper will not travel freely. In this case, the accepted trade practice is to replace the entire zone damper not just the motor since the excessive drag and friction will cause the small volt motor to overwork and burn out, this generally will result in a repeat service call I do apologize to *** *** *or the unfortunate conversation she had with our service manager. It sounds like it escalated needlessly. Hoffman will absorb the labor charge for this service call and a credit in the amount of $170.16, including tax will be issued to the account. I do hope that we can move on from this incident. *** *** have been good customers since they established their account almost years ago and we do hope to continue to service them for many years. Thank you, Jill T***Customer Service ManagerHoffman Energy###-###-####

Customer satisfaction is of the utmost importance to Hoffman. Again, had we been given the opportunity to revisit the home to ascertain the problem, our technician would have most certainly found the same issue but we were not given that chance. Hoffman will be crediting the labor portion of the 6/29/service visit, which is $including sales tax. Thank you

Revdex.com and Jill,
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me. Thanks.
Sincerely,
[redacted]

In July 2009, this account had been closed by Hoffman due to an outstanding invoice from a 3/31/09 delivery. This delivery had been paid off November 2009, well outside of our 30-day net terms. We had reinstated the account in December 2009 with a $500 security deposit requirement. Security deposits...

are held in a security deposit account until the account is closed by either party. This, as security deposits do, helps protect the company against future potential losses from non-payment. In some cases, it will be refunded to the customer's account while active but only if the payment history on the account is consistently within our terms. Unfortunately, the payment history on this account does not justify a refund of the security deposit against the balance while the account is active. This had been explained to Ms. [redacted] over the phone and through email. I am extremely confident that no Hoffman representative told Ms. [redacted] that security deposits are refunded "when (we) feel like it". I have attached a copy of the signed security deposit form. Thank you.

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.
Sincerely,
[redacted]

Hoffman performed the 10-point check and tune up for the air conditioning unit located at [redacted] on 6/29/17.  The charge for the service call was $99.95 plus the cost of refrigerant that was added for a total of $183.95 plus tax.  On 7/21/17, [redacted] call to...

state the air conditioning was not working in the home. She asked if Hoffman would send someone to the home at no charge.  She was told that certainly if the problem that they were experiencing was related to the work performed during the tune-up, the labor charge would be waived for the service call.  If it was unrelated, our hourly rate would prevail.  [redacted] stated at that time that she was going to find another air conditioning company.On 7/24/17, [redacted] called again. She had a similar conversation with another representative.  She was again told that if the problem was related to the original tune up, she would not be charged.  In addition, she was told that if we went out and the technician diagnosed the problem to be unrelated to the tune up and they decided not to use Hoffman to make the repairs, a diagnostic fee of $79.95, which is half of our hourly rate, would be charged.  She then called "Hoffman" liars and disconnected the call.Hoffman hasn't been given the opportunity to diagnose the problem at this home but we would be happy to and again, if the issue is related to anything done during the 6/29/17 tune-up, no labor charge will be billed.