Perfect Temp LLC

This letter is in response to a complaint filed by a customer; regarding work performed by our company in which the customer indicates was "Unsatisfactory". Our company strives to meet the needs of all customers in an efficient and respectful manner. Any issues that customers may have regarding work...

performed by our company we take seriously. The customer in the above mentioned complaint called our office on march 22, 2016 for a "no heat" situation at her residence. The customer indicated she would like a technician sent over "as soon as possible". Our office accommodated this request and sent over our technicians to the address of "no heat" and the boiler blowing out smoke. When our technicians arrived, as indicated in the letter sent to our office by the customer, the heat was working. Our technicians were then directed by the customer to the area where smoke was coming out. In the complaint filed to the Revdex.com, the customer mentions "soot" being "spattered everywhere". This was a result of the boiler not being cleaned for at least four years. The information regarding her last cleaning on her boiler not being cleaned for the last four years. the information regarding her last cleaning has been verified by our office by contacting the last company who performed the cleaning on the boiler. Please note, the lack of regular maintenance on the boiler (such as, a yearly cleaning ) can and often do result in smoke and soot; as experienced by the customer in this particular situation. We do provide a set rate for regularly scheduled cleanings; however, unforeseen circumstances and lack of maintenance can and do impact the overall cost of cleanings. A boiler that is sooted, for example is above and beyond a "normal" cleaning. Which was the situation that the customer was experiencing. In addition, the customer mentioned that she had not used our company to perform any services due to "our company being out of business ". Our company has been in business and still remains in Business in Lamoille County since 2003. We have never, at any time, closed down since our inception. Therefore, the delay in her maintenance or her reasoning for the issue at hand is simply unfounded. Futherre, the conversation that the customer had with myself, the owner, did not take place. The conversation regarding the price of the service call was 100% directly related to the situation of the call, a boiler that had not been regularly maintained. Our pricing is based on the work necessary to address the matter (labor, material) not how often a customer uses our services. It is not uncommon for our company to receive calls from customers who have never used us before. Our company maintains fair and consistent pricing across all avenues of our business. If what the customer states is true; "we changed the price due to her lack of usage of our services" as she stated she was unable to reach her "normal" technician, then we simply would not have even gone out. However, one's current standing as a customer (active or inactive) has no impact on whether we go or what w charge. lastly, we have maintained a positive reputation in the community we serve for over 13 plus years. The number of customers who continue to use our company to meet their needs attests to this fact. A company, such as ourselves, relies on referrals and word of mouth from others. Our growth and sustainability is crucial to operate our business ; satisfied customers is what keeps our company up and running. The information the customer provided in the complaint and the letter the customer sent to our office directly, please let us know. I thank you for your time in addressing this matter and I hope that you will see the situation at hand as is and determine that our company provided services that were fair and honest.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]