Robert B. Payne, Inc.

Review: I have a broken air conditioner. Company sent a representative out. I was quoted 3-5 days for initial repair. Through multiple conversations with the business and misinformation given it's now been three weeks. I was asked to make a decision, if I wanted to order the part quickly and have it arrive more than likely damaged, or if I wanted to order it the other way, which would take a bit longer, but, would arrive in one piece. Because if it were to arrive damaged then they would have to order the part again and it would take that much longer. Of course I wanted to oder it the way that it would arrive in one piece. I was quoted one week. Called when I didn't hear from the company, was told after a lengthy conversation that it would be another week. Called this last Friday and was told that it wouldn't be there Friday it would be here Monday. That the part would arrive and my air conditioner would be repaired on Monday.

The company has come out here twice and "charged" my system will a small amount of coolant to "tide me over" until the system could be repaired. The first time they came out there was no issues, the second time it had frozen my system over internally. The young man melted the ice with a hair dryer then charged the system. Then I called when my AC was no longer cooling. The company said that they were going to send window units out to keep my house cool. The in fact did not. They sent stand alone systems and sent a young man to set them up who did not know how to set them up. I was informed that they also were saying in the office how impatient I was even though in the same breath they were acknowledging that this was the longest something like this had ever taken and they didn't know why it was taking so long.Desired Settlement: I would like a billing adjustment and I would also like the job to be completed. My husband is out of town for the Marine Corps and I've come to think that they are simply taking advantage of me in the fact that my husband isn't home. I am afraid to contact them again because I feel that they are going to ridicule me in the office and potentially not finish the job well.

Business

Response:

I spoke to the customer this morning after the coil was replaced yesterday. Unfortunatley we failed to communicate properly as to when the coil would be delivered to our shop.The coil was not a stock item at our local supply house and was ordered from the factory. We informed the customer it could be shipped by a trucking company but was not recomended due to multiple terminal transfers and the potential for damage.We chose based on our communication with our local supplier to have the coil shipped on their next full load transport which normally is 5-10 business days , however this was not correct and we failed to get a guaranteed delivery date and communicate with this to the customer which caused the customer unnecessary stress and discomfort not knowing when delivery would be made. I am very sorry this happened and made a price adjustment of $200.00 of the initial price, installed freon in the system to give temporary cooling and delivered portable cooling units as well all at no charge to assist until the part arrived.The customer seemed thankful for what we tried to do but both she and I were both dissapointed in our failure to provide adequate periodic updates on delivery without her having to call us which cuased undue stress and discomfort for the customer.Respectfully submitted[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: My wife and I had one of the service technicians came out today on 9/11/2015 to give us an estimate on fixing our a/c unit. The tech came inside to look at the unit and then went outside. He came back 20 minutes later and told my wife that she owes him $411.00 dollars. The issue we have is we wanted an estimate ($89.00 is what we were quoted) to know what was wrong, but instead he fixed it without having permission from my wife. He didn't give her a copy of the invoice so I have no idea what we paid $411.00 dollars for. His comment to my wife was "when it's something like this, I like to just go ahead and fix it". No one authorized this work and again, we have no idea what we paid for. I can be reached at the number listed.

Business

Response:

To whom this may concern-I have reviewed the complaint you submitted, and talked personally to Mr. [redacted] this morning and agreed to credit the entire invoice in the amount of $411.00 to his account.His credit card was used to pay the bill.Due to company policy, we do not refund money thru a credit card device. We will process a company check for $411.00 and deliver the check to his address today. Our technicians failure to communicate to Mrs [redacted] the cost to make the repair prior to making the repair is not acceptable protocol for technicians who are employed by Robert B. Payne, Inc. I asked if Mr. [redacted] was satisfied with his response was affirmed.In the effort to restore faith back into the customer regarding our company, I will use this as an example to further train my employees on the proper protocol step to be taken during a service call.My apologies again to allRespectfully Submitted [redacted]PresidentRobert B. Payne, Inc.

Consumer

Response:

Customer called and updated Revdex.com that issues have been taken care of by the business and the complaint has been fully resolved.