Red River Realty

We acknowledge, and apologize, for the how [redacted] ’s service call was originally handled The technician that was handling their call was let go, on 10/29/15, for how their call was handled We did overnight the part (and were not going to charge the [redacted] ’s for the overnight shipping) that we thought was needed, and Mrs [redacted] was told that given the time of day (3:30p) we could not guarantee that ***/ [redacted] would be able to get it to us by end of day on Friday 10/30/But that as soon as the part was received, a technician would be out to install it And that is exactly what did happen A technician did go out to their house (after hours, and we were not going to charge them the overtime) and he spent ½ hours at their residence – diagnosed their problem was not the expansion valve as the other technician had diagnosed, looked at condenser, replaced the thermostat - under warranty, tested heat pump in heat pump mode, turned the heat pump on by the thermostat and made sure it was running per manufacturer’s specifications and Mr [redacted] was pleased with the work before the technician left We DID NOT CHARGE the [redacted] ’s for that service call on Friday 10/30/– after hours, trying to make up for how we originally handled their call Mr [redacted] called in over the weekend and left a message with our answering service asking to speak to a manager The on-call technician called him back Mr [redacted] told my technician that we needed to come back out Mr [redacted] said we had to come after he would get home from work on Monday – after 4:30p Our office called Mr [redacted] on Monday morning, 11/2/15, and tried to explain that a technician would be able to come during business hours (8a-4:30p) and we would not charge, but if he is requesting after hours then he would need to pay the difference (after hours call $/ hour, regular call $75.00/hour) which would be $35.00/hour Mr [redacted] was not happy with this response and continued to raise his voice eventually hung up when office staff was asking him to lower his voice If the [redacted] ’s would like a technician to come out to their home during business hours, we will definitely do that, and not charge them If they would like a technician to come after hours, then we require them to pay the difference, which is the $35.00/hour

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am sorry you have had issues with techniciansI however an still at square one, no heatThat is the issueI don't understand how I can have multiple visits, and the issue is still not resolvedWhy wasn't the heat checked after the replacement was made? I don't have hvac experience thus when a technician tells me it is fixed I trust that it isThen when it gets cold overnight and the system turns on with cool air obviously there is still a problemIt still isn't working and we work a full business day like people doI don't understand why that wasn't something that was checked before he left to alleviate another visit of diagnosing an issue that should have already been figured outBut obviously it will not be resolved so we will seek a different company to help fix our heating systemThank you.
Regards,
*** ***

We acknowledge, and apologize, for the how [redacted]’s service
call was originally handled.  The
technician that was handling their call was let go, on 10/29/15, for how their
call was handled.  We did overnight the
part (and were not going to charge the [redacted]’s for the overnight...

shipping)  that we thought was needed, and Mrs. [redacted]
was told that given the time of day (3:30p) we could not guarantee that [redacted]/[redacted]
would be able to get it to us by end of day on Friday 10/30/15. But that as
soon as the part was received, a technician would be out to install it.  And that is exactly what did happen.  A technician did go out to their house (after
hours, and we were not going to charge them the overtime) and he spent 1 ½ hours
at their residence – diagnosed their problem was not the expansion valve as the
other technician had diagnosed, looked at condenser, replaced the thermostat - under
warranty, tested heat pump in heat pump mode, turned the heat pump on by the thermostat
and made sure it was running per manufacturer’s specifications and Mr. [redacted]
was pleased with the work before the technician left.  We DID NOT CHARGE the [redacted]’s for that
service call on Friday 10/30/15 – after hours, trying to make up for how we
originally handled their call.
Mr. [redacted] called in over the weekend and left a message
with our answering service asking to speak to a manager.  The on-call technician called him back.  Mr. [redacted] told my technician that we needed
to come back out.  Mr. [redacted] said we had
to come after he would get home from work on Monday – after 4:30p. 
Our office called Mr. [redacted] on Monday morning, 11/2/15, and
tried to explain that a technician would be able to come during business hours
(8a-4:30p) and we would not charge, but if he is requesting after hours then he
would need to pay the difference (after hours call $110.00 / hour, regular call
$75.00/hour) which would be $35.00/hour. 
Mr. [redacted] was not happy with this response and continued to raise his
voice eventually hung up when office staff was asking him to lower his
voice. 
If the [redacted]’s would like a technician to come out to their
home during business hours, we will definitely do that, and not charge
them.  If they would like a technician to
come after hours, then we require them to pay the difference, which is the
$35.00/hour.