8/31/15
Dear [redacted]:Customer called in on July 30, 2015 and made an appointment for a spring check up on her system. She was schedule for August 7, 2015 at 8:30am. Our technician Bobby W[redacted] arrived and found the system not cooling. After checking the system he found the...
capacitor was weak, told the customer that the capacitor was weak and needed to be replaced so that he could continue checking the unit. The customer agreed to have the capacitor replaced.After replacing the capacitor the technician continued checking the system and found the system out of refrigerant. Our technician than told the customer she would need a leak check as her system was out of refrigerant. The customer paid the technician $275.95 and set up for our service manager Gary S[redacted] to come back that afternoon between 12-2pm to go over her options, either a leak check or give her an estimate on replacing her system.Our Service Manager Gary S[redacted] arrived that afternoon to find another heating and cooling company SSI there, he waited for the other company to leave. Upon the customer answering the door she asked him what he was doing there wasn’t he already there early today. So Mr. S[redacted] explained to her that he was not there earlier it was our other technician Bobby W[redacted]. Then she said well I did not set up a call for you to come out here. Then Mr. S[redacted] asks her if she wanted a leak check or an estimate on a new system. She agreed to have the estimate done to replace her system.
After Mr. S[redacted] looked to see what was needed to replace the system, he went to his van to write her a proposal for a new system. When he went back to the door the customer would not answer the door. After waiting for 10-15 minutes a gentleman came to the customer's house, she then opened the door and told Mr. S[redacted] to just leave the estimate on the table and she went upstairs.A few days later the customer called into our office to tell us how unhappy she was with our service, she said Mr. S[redacted] had been there and ripped her off. I told her I would have the owner Jack S[redacted] call her that day. When Jack S[redacted] called the customer she was very rude and used a lot of profanity, every other word was the “F” word. She then told Mr. S[redacted] that our technician Bobby W[redacted] was never there and she had never paid anyone from our company. The next day the customer called in and talked to Mr. S[redacted] again. She told him that she felt like our company had ripped her off and that her unit was running fine before our company showed up, again after saying she never paid us.
A few days later she called in and talked to Tonya P[redacted] to again say how unhappy she was with our company and that our technician had sold her a used part. Ms. P[redacted] told her that we do not sell used parts. The customer's response then was that we were liars and unethical and that she would be reporting our company to the Revdex.com. Every phone call came with a new allegation.
As for the coupon the customer never presented the coupon or we would have honored it. Nor did she ask for a refund at any time. We would be willing to refund the customer the price of the capacitor $196.00 as that is our standard procedure when we find a major repair needs to be done on a unit.
We would have been happy to discuss this with the customer but every time she called in she was irate and used a lot of profanity. She did not make sense half the time and kept constantly changing her story. No one could reason/talk to her half the time. The customer did not give us a chance to respond to her. She just continued to either bad mouth our company and our technicians and tell us how unethical we were or she was arguing that we were never there.
If any further information is needed please let us know.
Sincerely,Sandra S
8/31/15
Dear [redacted]:Customer called in on July 30, 2015 and made an appointment for a spring check up on her system. She was schedule for August 7, 2015 at 8:30am. Our technician Bobby W[redacted] arrived and found the system not cooling. After checking the system he found the...
capacitor was weak, told the customer that the capacitor was weak and needed to be replaced so that he could continue checking the unit. The customer agreed to have the capacitor replaced.After replacing the capacitor the technician continued checking the system and found the system out of refrigerant. Our technician than told the customer she would need a leak check as her system was out of refrigerant. The customer paid the technician $275.95 and set up for our service manager Gary S[redacted] to come back that afternoon between 12-2pm to go over her options, either a leak check or give her an estimate on replacing her system.Our Service Manager Gary S[redacted] arrived that afternoon to find another heating and cooling company SSI there, he waited for the other company to leave. Upon the customer answering the door she asked him what he was doing there wasn’t he already there early today. So Mr. S[redacted] explained to her that he was not there earlier it was our other technician Bobby W[redacted]. Then she said well I did not set up a call for you to come out here. Then Mr. S[redacted] asks her if she wanted a leak check or an estimate on a new system. She agreed to have the estimate done to replace her system.
After Mr. S[redacted] looked to see what was needed to replace the system, he went to his van to write her a proposal for a new system. When he went back to the door the customer would not answer the door. After waiting for 10-15 minutes a gentleman came to the customer's house, she then opened the door and told Mr. S[redacted] to just leave the estimate on the table and she went upstairs.A few days later the customer called into our office to tell us how unhappy she was with our service, she said Mr. S[redacted] had been there and ripped her off. I told her I would have the owner Jack S[redacted] call her that day. When Jack S[redacted] called the customer she was very rude and used a lot of profanity, every other word was the “F” word. She then told Mr. S[redacted] that our technician Bobby W[redacted] was never there and she had never paid anyone from our company. The next day the customer called in and talked to Mr. S[redacted] again. She told him that she felt like our company had ripped her off and that her unit was running fine before our company showed up, again after saying she never paid us.
A few days later she called in and talked to Tonya P[redacted] to again say how unhappy she was with our company and that our technician had sold her a used part. Ms. P[redacted] told her that we do not sell used parts. The customer's response then was that we were liars and unethical and that she would be reporting our company to the Revdex.com. Every phone call came with a new allegation.
As for the coupon the customer never presented the coupon or we would have honored it. Nor did she ask for a refund at any time. We would be willing to refund the customer the price of the capacitor $196.00 as that is our standard procedure when we find a major repair needs to be done on a unit.
We would have been happy to discuss this with the customer but every time she called in she was irate and used a lot of profanity. She did not make sense half the time and kept constantly changing her story. No one could reason/talk to her half the time. The customer did not give us a chance to respond to her. She just continued to either bad mouth our company and our technicians and tell us how unethical we were or she was arguing that we were never there.
If any further information is needed please let us know.
Sincerely,Sandra S