Polar Refrigeration

In regards to the complaint issued on 07/27/2015, complaint # [redacted] involving Mr [redacted] , it is agreed that the response time from our service supervisor and service manager to get the order to have Mr [redacted] 's check cut was unintentionally delayed Mr [redacted] 's motor was installed over a year ago, and was just brought to our attention within the past two weeks that the motor in question was still in warranty, and Mr [redacted] should not have been charged for the part when it was installed Last week it was agreed that Mr [redacted] should have a check issued in his name for the balance due The order was never placed with the payables department Mr [redacted] 's check has been cut by our company President, and will mail in the post on 07/29/It is company policy for any return calls to be made within hours, and are disappointed that our staff did not adhere to said policy We apologize to Mr [redacted] that he experienced this event, and are using the event for inner-office customer trainingThank you for your time and attention in this matter

After conference with all parties involved with speaking to Mr [redacted] regarding the installation of the hood vent, it is the impression of all that Mr, [redacted] refused our assist*** with a better solution that he himself would volunteer to do, a detail he failed to mention in his complaintOur company always stands behind our services and installations, and would never refuse a customer asking for funds back on services that had not been renderedIn fact, a refund request had already been put through to our company's President when Mr [redacted] spoke with MrC [redacted] on the 3rd, and the time-frame in which MrC [redacted] promised a return call was not until Monday, 03/07/2016--he explained to Mr [redacted] that he would need to speak to MrV [redacted] regarding the installation performed, and that MrV [redacted] would not be back in the office until Monday the 7th, another detail Mr [redacted] failed to reportIt is the impression of our Gwyn Team that we have done all we could do to leave Mr [redacted] with a positive impression of our company, and are regretful that we could not come to a resolution that would make him happyThe check has been cut to refund Mr [redacted] for his yearly mainten***, at a value of $

After conference with all parties involved with speaking to Mr. [redacted] regarding the installation of the hood vent, it is the impression of all that Mr, [redacted] refused our assist[redacted]...

with a better solution that he himself would volunteer to do, a detail he failed to mention in his complaint. Our company always stands behind our services and installations, and would never refuse a customer asking for funds back on services that had not been rendered. In fact, a refund request had already been put through to our company's President when Mr. [redacted] spoke with Mr. C[redacted] on the 3rd, and the time-frame in which Mr. C[redacted] promised a return call was not until Monday, 03/07/2016--he explained to Mr. [redacted] that he would need to speak to Mr. V[redacted] regarding the installation performed, and that Mr. V[redacted] would not be back in the office until Monday the 7th, another detail Mr. [redacted] failed to report. It is the impression of our Gwyn Team that we have done all we could do to leave Mr. [redacted] with a positive impression of our company, and are regretful that we could not come to a resolution that would make him happy.
The check has been cut to refund Mr. [redacted] for his yearly mainten[redacted], at a value of $312.62.

In regards to the complaint issued on 07/27/2015, complaint # [redacted] involving Mr. [redacted], it is agreed that the response time from our service supervisor and service manager to get the order to have Mr. [redacted]'s check cut was unintentionally delayed.  Mr. [redacted]'s motor was...

installed over a year ago, and was just brought to our attention within the past two weeks that the motor in question was still in warranty, and Mr. [redacted] should not have been charged for the part when it was installed.  Last week it was agreed that Mr. [redacted] should have a check issued in his name for the balance due.  The order was never placed with the payables department.  Mr. [redacted]'s check has been cut by our company President, and will mail in the post on 07/29/2015.
It is company policy for any return calls to be made within 24 hours, and are disappointed that our staff did not adhere to said policy.  We apologize to Mr. [redacted] that he experienced this event, and are using the event for inner-office customer training.
Thank you for your time and attention in this matter.