Complaint: [redacted] I am rejecting this response because: the resolution that was offered was incomplete They are offering new coil Since the coil has previously been replaced times, the fan twice, the capacitor board times and the thermostat times, we have asked to have extended warranty on the system This request was put in over a week ago and Hutchinsons employee and owner, Mark P and Mike S remain unresponsive to email and phone calls.Additionally, they have not started work to replace the faulty coil like they promised after surveying the situation.This business claims 100% customer satisfaction yet is satisfied with customers being without heat or air 2-times a year after a brand new system is purchased from Hutchinson.When they finally propose a resolution and respond to this complaint, they do not follow through our communicate Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted]
***,I was made aware of you service call and the phone conversation that you had with my dispatcherShe reviewed the initial call recording to make sure we quoted you properly about our Dispatch Fee plus any additional work we perform during the call, which she discussed with you on your follow up phone callThe technician replaced a burnt wire so he could further diagnose your system and provide choices on repairsI agree he should have quoted that repair before making the fixHe than quoted you flat rate choices per his findings which includes parts and laborAt that time you declined the choices provided so he put everything back together The invoice for $included the dispatch fee plus a flat rate to diagnose and replace the burnt wireI apologize if he was unprofessional on presenting your choices and the delay on responding to you.I will adjust the invoice to $because he didn't get prior approval on the 1st repair
I apologize for the inconvenience that you are experiencing with our organizationI will be reviewing your account today and will respond as soon as I get up to speed on what has taken place
We have visit the site with the manufacturer to diagnose the system and find out if there is anything that should be done to the system.We received the manufacturer report from the site visit and will be contacting the customer to review their recommendations this week.
We certainly understand [redacted] concern if the system is not performing to his expectations and upon discussions with [redacted] our supervisor will inspect the system this week Based upon the results of the scheduled inspection of the system we will work with [redacted] to ensure his system meets or exceeds required performance levels
I apologize for the lack of response and delay to your needsI have found out that we applied for the permit on March 3rd and received the permit on March 27th at 1:36pmThe permit number is [redacted] Please let me know if you need anything elseSincerely [redacted]
Complaint: [redacted] I am rejecting this response because: the resolution that was offered was incomplete They are offering new coil Since the coil has previously been replaced times, the fan twice, the capacitor board times and the thermostat times, we have asked to have extended warranty on the system This request was put in over a week ago and Hutchinsons employee and owner, Mark P and Mike S remain unresponsive to email and phone calls.Additionally, they have not started work to replace the faulty coil like they promised after surveying the situation.This business claims 100% customer satisfaction yet is satisfied with customers being without heat or air 2-times a year after a brand new system is purchased from Hutchinson.When they finally propose a resolution and respond to this complaint, they do not follow through our communicate Regards, [redacted] ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted]
***,I was made aware of you service call and the phone conversation that you had with my dispatcherShe reviewed the initial call recording to make sure we quoted you properly about our Dispatch Fee plus any additional work we perform during the call, which she discussed with you on your follow up phone callThe technician replaced a burnt wire so he could further diagnose your system and provide choices on repairsI agree he should have quoted that repair before making the fixHe than quoted you flat rate choices per his findings which includes parts and laborAt that time you declined the choices provided so he put everything back together The invoice for $included the dispatch fee plus a flat rate to diagnose and replace the burnt wireI apologize if he was unprofessional on presenting your choices and the delay on responding to you.I will adjust the invoice to $because he didn't get prior approval on the 1st repair
I apologize for the inconvenience that you are experiencing with our organizationI will be reviewing your account today and will respond as soon as I get up to speed on what has taken place
We have visit the site with the manufacturer to diagnose the system and find out if there is anything that should be done to the system.We received the manufacturer report from the site visit and will be contacting the customer to review their recommendations this week.
We certainly understand [redacted] concern if the system is not performing to his expectations and upon discussions with [redacted] our supervisor will inspect the system this week Based upon the results of the scheduled inspection of the system we will work with [redacted] to ensure his system meets or exceeds required performance levels
I apologize for the lack of response and delay to your needsI have found out that we applied for the permit on March 3rd and received the permit on March 27th at 1:36pmThe permit number is [redacted] Please let me know if you need anything elseSincerely [redacted]