Rudroff Heating & Air Conditioning, Inc.

First, I apologize for the delayed response to this notice.  The original email from Revdex.com went to my junk file.  This response relates to the concern over our services on 7/18/16 at 1404 Gann Lane, Greenwood Mo. 64034.  In the morning of 7/18/16 we received a phone call from [redacted]...

stating that the air conditioner at his mother's home at the aforementioned address was not working.  We dispatched a technician to the home that same day.  The technician located and reset a tripped breaker for the air conditioner and further diagnosed the primary & secondary motor controllers were weak but functioning.  This information and the cost to replace the two components were verbally communicated to the son who was on-site and our technician expressed that while this wasn't required, it was recommended.  The son acknowledged that given the age of the system it would be prudent and authorized the repair and stated to the technician that his mother would pay us and left.  Our technician completed the approved repairs, received payment and completed the call.  An invoice reflecting the diagnostic fee and repair costs was completed a copy of the invoice was mailed to the customers home.On 7/20/16 our Customer Service Representative received a call from a different brother of the customer demanding a detailed breakdown of the diagnostic and repairs.  Our standard process is that the technician performs the diagnostic and verbally discusses his findings/recommendations with the customer which was done as stated above.  Our diagnostic and repair prices are set based on a flat rate calculation that factors the cost of the parts and labor and costs associated with running an honest and ethical business such as business liability, workman's compensation, and vehicle insurance, office administration, training, etc.Having reviewed this situation with all involved, I am confident that we performed the requested service honestly and fairly in alignment with our Company Mission Statement 'At Rudroff Heating & Air Conditioning we promise to serve our customers professionally and efficiently, while treating them as we would want our family to be treated.'  As further evidence of our commitment to customer satisfaction, I will refund the customer the $300 as requested.I trust this response will serve as evidence that there are always two sides to a situation and it is always our goal at Rudroff Heating & Air Conditioning to deliver first class customer service every opportunity we have.