While we understand her frustration, we do stand behind our diagnosisWe told her ALL of the things that needed to be repaired on the systemWe believe that she will have to address the additional repairs sooner or laterWe would much rather be up front with people and let them know all of the problems with a system instead of one thing at a timethe indoor unit on this system is years old, we don't believe it to be a wise investment to do extensive repairs on a system that is that old so we recommended looking at what a replacement unit would beWe also would never guarantee that a unit that old will run for very longI was never rude in any way when I spoke with her but I would not agree with her which was upsetting to herOur charges are appropriate for what was done and she is responsible for them.Thank you for this opportunity to respond
I called Mrs [redacted] as soon as I got back in the office to discuss her complaint and resolved the issueIt was at that time she told me about sending a complaintI asked if she would withdraw the complaint since the issue had been resolved and she agreed to withdraw the complaint
Complaint: [redacted] I am rejecting this response because: They say that they would not do any repairs on the unit because it is so old yet they quoted me over the phone for repairThen sent a quote in the mail, again to the wrong address, for Why even quote a price if you don't think it can be fixed and you continue to say there's no way it can be fixedMan up and apologize for how everything has goneIt would be proper of you to not talk down on another company when you have NO idea what was done!!! I didn't give you my business for clear reasons as I've statedWhy would I have anything to hide or lie about? I most certainly do notWe plan on getting another quote from a company stating everything is in perfect working orderI still request the bill be relinquished due to error and so many mess ups on their behalfAnd an apology would be the LEAST they could doSeems they have too much pride to even attempt to make something rightCustomer service? What is that to this company?Sincerely, [redacted]
While we understand her frustration, we do stand behind our diagnosisWe told her ALL of the things that needed to be repaired on the systemWe believe that she will have to address the additional repairs sooner or laterWe would much rather be up front with people and let them know all of the problems with a system instead of one thing at a timethe indoor unit on this system is years old, we don't believe it to be a wise investment to do extensive repairs on a system that is that old so we recommended looking at what a replacement unit would beWe also would never guarantee that a unit that old will run for very longI was never rude in any way when I spoke with her but I would not agree with her which was upsetting to herOur charges are appropriate for what was done and she is responsible for them.Thank you for this opportunity to respond
I called Mrs [redacted] as soon as I got back in the office to discuss her complaint and resolved the issueIt was at that time she told me about sending a complaintI asked if she would withdraw the complaint since the issue had been resolved and she agreed to withdraw the complaint
Complaint: [redacted] I am rejecting this response because: They say that they would not do any repairs on the unit because it is so old yet they quoted me over the phone for repairThen sent a quote in the mail, again to the wrong address, for Why even quote a price if you don't think it can be fixed and you continue to say there's no way it can be fixedMan up and apologize for how everything has goneIt would be proper of you to not talk down on another company when you have NO idea what was done!!! I didn't give you my business for clear reasons as I've statedWhy would I have anything to hide or lie about? I most certainly do notWe plan on getting another quote from a company stating everything is in perfect working orderI still request the bill be relinquished due to error and so many mess ups on their behalfAnd an apology would be the LEAST they could doSeems they have too much pride to even attempt to make something rightCustomer service? What is that to this company?Sincerely, [redacted]