Pyramid Heating & Cooling

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 meSincerely, [redacted]

After we learned of the miscommunication on the pricing with the customer we contacted her immediately to apologize and offer a resolution to the issue The adryer vent service the customer received brought up a new situation for usTypically, we complete a full duct cleaning or a dryer
vent only cleaning (with no other service added on) which is the reason for the pricing being what it was To avoid future issues, we have since updated our dryer vent pricing to include apricing so if the service is addwhile we are already onsite, there is a much lower cost for this In addition to revising our pricing, we refunded the customer the cost of the service

Pyramid mistakenly disconnected Mr. [redacted] heat pump and as soon as we realized what happened, we contacted our crane vendor to come back as soon as possible so we could lift the heat pump back up on the roof. This was completed the next morning at 6am and our service technician reconnected the...

unit and added a full refrigerant charge. The customer decided to call another vendor to come look at the equipment and sent us a copy of the invoices so we agreed to pay for the work to satisfy his request.
Below is the email string for your records.
From: [redacted]-[redacted] [mailto:rickk[redacted]@gmail.com] 
Sent: Friday, July 15, 2016 11:25 AMTo: Deborah S[redacted]-[redacted] <ds[redacted]@pyramidheating.com>Subject: Re: Complaint - Resolution 7.15.16
 
Acknowledged and agreed On Friday, July 15, 2016, Deborah S[redacted]-[redacted] <[redacted]pyramidheating.com> wrote:
Hi Mr. [redacted]-[redacted],
 
Thank you for sending the 2 referenced invoices below.
 
AAA Heating & Cooling | Invoice [redacted] | Dated 7/12/16 | Total: $189.00
AAA Heating & Cooling | Invoice [redacted] | Dated 7/13/16 | Total: $185.00
 
 
Pyramid Heating & Cooling agrees to honor your request and send you a check in the amount of $374.00 to cover the above referenced invoices. Pyramid mistakenly disconnected your heat pump and once we realized what happened, scheduled our crane vendor to come back out the following morning so we could lift the unit back up to the roof, reconnect, and add a full refrigerant charge. Pyramid did not originally install this unit, does not take responsibility for the faulty wiring described on the invoice, and will not be held liable for any future claims and/or expenses related to your heat pump.
 
Please acknowledge receipt and agreement to the above statement and we will get that check sent to your mailing address of [redacted], OR [redacted].
 
Again, we apologize for this unfortunate circumstance.
 
Regards,
Deborah
 
Deborah S[redacted]-[redacted]
Director of Sales and Marketing
P: 503.786.9522 | C: 971-373-3049 | F: 503.786.3432  E: [redacted]pyramidheating.com | www.pyramidheating.com
9409 NE Colfax St., [redacted], OR 97220OR CCB 59382 | WA CCB PYRAMH964P8
CONNECT WITH US:          
 
 
From: [redacted]-[redacted] [mailto:rickk[redacted]@gmail.com] Sent: Wednesday, July 13, 2016 12:27 PMTo: Deborah S[redacted]-[redacted] <[redacted]pyramidheating.com>Subject: Re: Complaint
 
I will scan the documentation to you as soon as the work is complete this afternoon   Tim spoke with me, not my "roommate" who is actually my husband     I was appalled that he thought it appropriate to try to use his blunder as an opportunity to sell me a new heat pump for $5600 when he had just ripped out a heat pump that had gotten me through last winter as well a 100-degree weather earlier this summer   As we told him, if we decide to replace the heat pump, we will definitely not be using Pyramid for the job  On Wednesday, July 13, 2016, Deborah S[redacted]-[redacted] <[redacted]pyramidheating.com> wrote:
Mr. [redacted]-[redacted],I sincerely apologize for any inconvenience this may have caused you. We did mistakenly remove your heat pump from the roof and I was sitting next to Tim when he was on the phone with you explaining in detail exactly what happened. We immediately contacted our crane vendor to come back out as soon as possible so we could lift the unit back on the roof. We completed the reconnect of your unit and added a full refrigerant charge the next day at 6am. Because the unit was about 20 years old Tim did speak with your roommate who was home at the time and offered to provide a bid to install a new unit at a discount however, your roommate requested that we reconnect the old unit therefore that is exactly what we did.In order to honor your request, we need a copy of the invoice and work scope from AAA Heating to review. Can you email that to me and give us a 24-hour window to review and respond?Regards,DeborahDeborah S[redacted]-[redacted]Director of Sales and MarketingP: 503.786.9522 | C: 971-373-3049 | F: 503.786.3432 E: [redacted]pyramidheating.com | www.pyramidheating.com9409 NE Colfax St., [redacted], OR 97220OR CCB 59382 | WA CCB PYRAMH964P8CONNECT WITH US:-----Original Message-----From: [redacted]-[redacted] [mailto:[redacted]gmail.com]Sent: Tuesday, July 12, 2016 3:55 PMTo: Sales <[email protected]>Subject: ComplaintAds you probably know by now, your technician, Tim [redacted] was installing a heat pump for my upstairs neighbor and mistakenly ripped out my heat pump and dumped it in the driveway.  They re-installed it incorrectly and he has refused to fix it.  I have contracted with AAA Heating to fix it properly.  The cost will be a total of $379.  I expect you to reimburse me for this cost.  If you do not, I will file in small claims court,  Tin has been extremely rude about this whole matter.  I can’t believe that you are not taking responsibility for ripping out my heat pump.  I am immediately filing a complaint with the Revdex.com and will see you in court of you refuse to make this right.  My upstairs neighbor has also indicated that she will not pay the remaining balance on her installation until you make this right with us.[redacted]-[redacted] [redacted]
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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]

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]