After talking to install manager this morning, this issue was addressed at time of installation The A/C unit that was replaced would not easily fit in mechanical closet The only way they could get the unit physically through the door and around the water heater, required the wall inside the closet to be rubbed and it was scraped The homeowners were informed of this at time of installWe were no where near the television and this was explained to the person onsite We considered this matter resolved back in July at time of install
We apologize for the calls! We work with a national callcenter, and they support our local promotions for any service specials I will be sure to remove your name and number from any of our outbound calling lists We will also mark your customer record to" Do not Solicit" status Again, we apologize for the inconvenience!
I will have my customer service manager call you directly and get this resolved We can certainly send an installation crew out to repiar any flue problems We offer free estimates on all equipment replacement, ductwork repairs, and repairs such as this I apologize that the call center agent made this confusing for you
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 Thank you for the quick response My number is [redacted] Regards, [redacted]
Dear Mr [redacted] , I discussed this with ***, my Customer Service Manager, and she said you have already discussed this issue, and all corrections and refunds were already in motion unfortunatley, it soulds like there was a timing problem with the renewal, and she was able to get this corrected She will reach out to you again today, so you can feel comfortable that evything is resolved I apoligize for any confusion on this process, and for these billing errors! Thanks for your business Please call [redacted] directly with any additional concerns
I will have my customer service manger [redacted] Andrews contact you directly We set up the maintenance programs as a automatic renewal only with the customers approval We do not set these up without a signed agreement from the client At the time the service agreement was established two years ago, this should have been clearly presented by the service technician We apologize for the confusion if this was not clear at the time Again ,Ii will have [redacted] Andrews call you directly to establish the refund and be sure the agreement is cancelled
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
We have attempted to come back to the home, and there was no one home. We will certainly be willing to come out free of charge to evaluate the system by a Service Manager. Please contact us to set up the time and we will make it a priority. Contact *** *** at
*** to schedule
One Hour will agree to pay the $for any and all damages incurred with the installation of your system as long as the customer agrees this complaint is closedUpon confirmation I will process the check which will take no more than business days
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I will provide an update if the terms of removing my name and marking it do not solicit are not met in the future
Regards,
*** ***
We verified today that the refunds were both processed on March 20th. The one refund of $was the second duplicate contract that was a mistake, and will be fully refunded. The second refund for the remaining value of the original agreement is also refunded for a total of $143.91. Both of these checks are being sent from the *** *** *** Office.
As a reminder, the local One Hour services these maintenance agreements, and performs all service . We do not control the administraion of the the *** *** *** refund process. Because of the confusion however, we have sent this customer a complimentary tuvalued at $89. This will hopefully make up any difference, and provide you with continued service of your HVAC System. Because call *** *** directly to schedule your complimentary tune-up
I will have my customer service manager call you directly and get this resolved. We can certainly send an installation crew out to repiar any flue problems. We offer free estimates on all equipment replacement, ductwork repairs, and repairs such as this. I apologize that the call
center agent made this confusing for you
Willis One Hour Heating and Air, supports the Direct Energy Protection Plan (parent company), and all cancellations and refunds are directed through the Corporate Office in Chicago. I will have our customer service manager, ***, follow up and be sure that your refund is expedited. We
apologize for yur frustration in getting this fianalized. We understand your concern, and hope to keep you as a future One Hour Customer
We will certainly come back out at no charge Our call center was quoting the $diagnostic charge, and does not have access to our customer history We will contact you today and schedule a trip back our at no charge
We are just now in the middle of this installationI will have our installation manager personally go to job site this morning on 10-26-and discuss with home owners We will certainly do whatever it takes to correct any installation concerns
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
After talking to install manager this morning, this issue was addressed at time of installation The A/C unit that was replaced would not easily fit in mechanical closet The only way they could get the unit physically through the door and around the water heater, required the wall
inside the closet to be rubbed and it was scraped The homeowners were informed of this at time of installWe were no where near the television and this was explained to the person onsite We considered this matter resolved back in July at time of install
[redacted] Andrews will continue to deal directly with customer She can provide any details or verification the customers requires
After talking to install manager this morning, this issue was addressed at time of installation The A/C unit that was replaced would not easily fit in mechanical closet The only way they could get the unit physically through the door and around the water heater, required the wall inside the closet to be rubbed and it was scraped The homeowners were informed of this at time of installWe were no where near the television and this was explained to the person onsite We considered this matter resolved back in July at time of install
We apologize for the calls! We work with a national callcenter, and they support our local promotions for any service specials I will be sure to remove your name and number from any of our outbound calling lists We will also mark your customer record to" Do not Solicit" status Again, we apologize for the inconvenience!
I will have my customer service manager call you directly and get this resolved We can certainly send an installation crew out to repiar any flue problems We offer free estimates on all equipment replacement, ductwork repairs, and repairs such as this I apologize that the call center agent made this confusing for you
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 Thank you for the quick response My number is [redacted] Regards, [redacted]
Dear Mr [redacted] , I discussed this with ***, my Customer Service Manager, and she said you have already discussed this issue, and all corrections and refunds were already in motion unfortunatley, it soulds like there was a timing problem with the renewal, and she was able to get this corrected She will reach out to you again today, so you can feel comfortable that evything is resolved I apoligize for any confusion on this process, and for these billing errors! Thanks for your business Please call [redacted] directly with any additional concerns
I will have my customer service manger [redacted] Andrews contact you directly We set up the maintenance programs as a automatic renewal only with the customers approval We do not set these up without a signed agreement from the client At the time the service agreement was established two years ago, this should have been clearly presented by the service technician We apologize for the confusion if this was not clear at the time Again ,Ii will have [redacted] Andrews call you directly to establish the refund and be sure the agreement is cancelled
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
*** Andrews will continue to deal directly with customer. She can provide any details or verification the customers requires
We have attempted to come back to the home, and there was no one home. We will certainly be willing to come out free of charge to evaluate the system by a Service Manager. Please contact us to set up the time and we will make it a priority. Contact *** *** at
*** to schedule
One Hour will agree to pay the $for any and all damages incurred with the installation of your system as long as the customer agrees this complaint is closedUpon confirmation I will process the check which will take no more than business days
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I will provide an update if the terms of removing my name and marking it do not solicit are not met in the future
Regards,
*** ***
We verified today that the refunds were both processed on March 20th. The one refund of $was the second duplicate contract that was a mistake, and will be fully refunded. The second refund for the remaining value of the original agreement is also refunded for a total of $143.91. Both of these checks are being sent from the *** *** *** Office.
As a reminder, the local One Hour services these maintenance agreements, and performs all service . We do not control the administraion of the the *** *** *** refund process. Because of the confusion however, we have sent this customer a complimentary tuvalued at $89. This will hopefully make up any difference, and provide you with continued service of your HVAC System. Because call *** *** directly to schedule your complimentary tune-up
I will have my customer service manager call you directly and get this resolved. We can certainly send an installation crew out to repiar any flue problems. We offer free estimates on all equipment replacement, ductwork repairs, and repairs such as this. I apologize that the call
center agent made this confusing for you
Willis One Hour Heating and Air, supports the Direct Energy Protection Plan (parent company), and all cancellations and refunds are directed through the Corporate Office in Chicago. I will have our customer service manager, ***, follow up and be sure that your refund is expedited. We
apologize for yur frustration in getting this fianalized. We understand your concern, and hope to keep you as a future One Hour Customer
We will certainly come back out at no charge Our call center was quoting the $diagnostic charge, and does not have access to our customer history We will contact you today and schedule a trip back our at no charge
We are just now in the middle of this installationI will have our installation manager personally go to job site this morning on 10-26-and discuss with home owners We will certainly do whatever it takes to correct any installation concerns
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
After talking to install manager this morning, this issue was addressed at time of installation The A/C unit that was replaced would not easily fit in mechanical closet The only way they could get the unit physically through the door and around the water heater, required the wall
inside the closet to be rubbed and it was scraped The homeowners were informed of this at time of installWe were no where near the television and this was explained to the person onsite We considered this matter resolved back in July at time of install
They said they would fix the damage.I still having heard from themThe date is 11- 19- and there isn't any resolution yetNo response from One Hour