Rio Chama Chevron

Dear Mr***,Thank you for letting us know of your concerns We are doing everything we can to make sure your issues are resolvedAs of today, we have spoken on the telephone and have sent you a paid invoice/receipt for your records We have explained that [redacted] was hired to come to your house to change out a breaker that looked to be the problem I will try to explain further to help answer any other questions you may have When AC Electric was contacted by you, we considered your situation to be in the "urgent" category: which means to us that your request needed to be attended to as soon as possible, especially since the power to your HVAC system was out on a winter dayYou told me that you wanted the faulty breaker changed out because the buss bar was burned behind it When [redacted] arrived, he reached the same conclusion that you did—the breaker looked like the culprit, as it normally would be with a burned buss bar He installed a new breaker (yes, it was scuffed up, but was definitely a new one.) He tested out the power coming from the meter and found it to be only half of the power that it was supposed to be Following protocol, he gave you the contact information for the power provider, Austin EnergyThey confirmed [redacted] diagnosis and fixed the problemWhen you called the HVAC repairman back, he was then able to determine where the problem lay in the HVAC system all along Before he left, [redacted] collected a check from you for his diagnosis and time that was discounted by $due to the call taking less than an hour (our usual charge quoted to you on the phone at your booking an appointment is $minimum) He did not charge you for the breakerPlease refer to the attached invoice above for confirmation of that While we understand your concerns about [redacted] missing something that in your opinion he should have caught, please remember that the HVAC guy did not realize that the problem was with the HVAC unit either, due to the fact that there was only half the amount of power coming from the Austin Energy equipment Until that part of the equation was corrected, no one was able to determine the source of the problem You did the right thing by calling your HVAC contractor, then calling an electrician at his recommendation, then calling Austin Energy at your electrician's recommendationAll the pieces had to be looked at before the problem could be detected and corrected You needed all three of those pieces to your puzzle before your HVAC could be put back in working order.Please reconsider your complaint about our company we believe that we did exactly what you wanted and gave you the best service possible We are truly sorry that you were unhappy with it, but ask that you rethink your response after reading this explanation.Sincerely, [redacted] for AC Electric

Dear Mr. [redacted],Thank you for letting us know of your concerns.  We are doing everything we can to make sure your issues are resolved. As of today, we have spoken on the telephone and have sent you a paid invoice/receipt for your records.  We have explained that [redacted] was hired to come to...

your house to change out a breaker that looked to be the problem.  I will try to explain further to help answer any other questions you may have.  When AC Electric was contacted by you, we considered your situation to be in the "urgent" category: which means to us that your request needed to be attended to as soon as possible, especially since the power to your HVAC system was out on a winter day. You told me that you wanted the faulty breaker changed out because the buss bar was burned behind it.  When [redacted] arrived, he reached the same conclusion that you did—the breaker looked like the culprit, as it normally would be with a burned buss bar.  He installed a new breaker (yes, it was scuffed up, but was definitely a new one.)  He tested out the power coming from the meter and found it to be only half of the power that it was supposed to be.  Following normal protocol, he gave you the contact information for the power provider, Austin Energy. They confirmed [redacted] diagnosis and fixed the problem. When you called the HVAC repairman back, he was then able to determine where the problem lay… in the HVAC system all along.  Before he left, [redacted] collected a check from you for his diagnosis and time that was discounted by $25.00 due to the call taking less than an hour (our usual charge quoted to you on the phone at your booking an appointment is $150.00 minimum).  He did not charge you for the breaker. Please refer to the attached invoice above for confirmation of that.  While we understand your concerns about [redacted] missing something that in your opinion he should have caught, please remember that the HVAC guy did not realize that the problem was with the HVAC unit either, due to the fact that there was only half the amount of power coming from the Austin Energy equipment.  Until that part of the equation was corrected, no one was able to determine the source of the problem.  You did the right thing by calling your HVAC contractor, then calling an electrician at his recommendation, then calling Austin Energy at your electrician's recommendation. All the pieces had to be looked at before the problem could be detected and corrected.  You needed all three of those pieces to your puzzle before your HVAC could be put back in working order.Please reconsider your complaint about our company… we believe that we did exactly what you wanted and gave you the best service possible.  We are truly sorry that you were unhappy with it, but ask that you rethink your response after reading this explanation.Sincerely,[redacted] for AC Electric