Constantly Concerned About Customers April 28, 2017Revdex.comRe: Complaint ID [redacted]Dear Sirs, I am writing in response to the above mentioned complaint. The customer did request our service technician [redacted] and was told that he was not available at the time. She agreed to have a...
different technician go out to service the system. We contacted the real estate agent to get access to the home and our technician went out and found that the system was not cooling properly because it was low on refrigerant. He tried to gain access to the inside equipment but it was in a closet that was locked. The realtor did not know where the key was kept to access the inside equipment and told our technician that he would have to come back at a later time when the equipment was accessible. The next day [redacted] was still not available to do the service work so we sent another technician out because the real estate agent was told where the key was kept. The second technician did a preliminary leak search of the inside and outside equipment and could not locate the leak. He suggested an isolation test to see if the leak was in the refrigerant lines that run underground. Both of the technicians that were sent to the customer's house have been working for me for a very long time and both have many years of experience in servicing air conditioning systems. The reason the second technician could not find the problem was that he needed authorization to perform the isolation test since it was going to run over $500 dollars. That authorization was not given.The customer called in to our office and talked with my service manager about the calls and complained that [redacted] was not the technician that was sent out even though she was told up front that [redacted] was not available at the time she wanted service. My service manager offered to send [redacted] out the next day when be would be available and the customer refused the offer. Because of the problems with the call my service manager reduced the bill to just a single diagnostic charge of $89. The customer was supposed to pay the bill with a credit card once the technician was done, but we have not received any payment from her yet. When she talked to my service manager on the phone she told him to just send her the bill and then hung up on him before he could get her billing address. When he tried to call her back the phone just went to voicemail.The customer has not received a bill from us yet for the service and it was already decided before she filed the complaint that she would only receive a bill for one standard diagnostic charge of $89 instead of the $332.50 normal charge for the service that was rendered. I am very sorry that the customer is unhappy with our service even though she was told up front that [redacted] was not available for the service time she requested and she agreed that we could send a different technician out. We work very hard to take care of our customers as best we can. I hope this will be satisfactory with her and please let me know what I need to do to resolve this situation.Sincerely,[redacted], President
Constantly Concerned About Customers April 28, 2017Revdex.comRe: Complaint ID [redacted]Dear Sirs, I am writing in response to the above mentioned complaint. The customer did request our service technician [redacted] and was told that he was not available at the time. She agreed to have a...
different technician go out to service the system. We contacted the real estate agent to get access to the home and our technician went out and found that the system was not cooling properly because it was low on refrigerant. He tried to gain access to the inside equipment but it was in a closet that was locked. The realtor did not know where the key was kept to access the inside equipment and told our technician that he would have to come back at a later time when the equipment was accessible. The next day [redacted] was still not available to do the service work so we sent another technician out because the real estate agent was told where the key was kept. The second technician did a preliminary leak search of the inside and outside equipment and could not locate the leak. He suggested an isolation test to see if the leak was in the refrigerant lines that run underground. Both of the technicians that were sent to the customer's house have been working for me for a very long time and both have many years of experience in servicing air conditioning systems. The reason the second technician could not find the problem was that he needed authorization to perform the isolation test since it was going to run over $500 dollars. That authorization was not given.The customer called in to our office and talked with my service manager about the calls and complained that [redacted] was not the technician that was sent out even though she was told up front that [redacted] was not available at the time she wanted service. My service manager offered to send [redacted] out the next day when be would be available and the customer refused the offer. Because of the problems with the call my service manager reduced the bill to just a single diagnostic charge of $89. The customer was supposed to pay the bill with a credit card once the technician was done, but we have not received any payment from her yet. When she talked to my service manager on the phone she told him to just send her the bill and then hung up on him before he could get her billing address. When he tried to call her back the phone just went to voicemail.The customer has not received a bill from us yet for the service and it was already decided before she filed the complaint that she would only receive a bill for one standard diagnostic charge of $89 instead of the $332.50 normal charge for the service that was rendered. I am very sorry that the customer is unhappy with our service even though she was told up front that [redacted] was not available for the service time she requested and she agreed that we could send a different technician out. We work very hard to take care of our customers as best we can. I hope this will be satisfactory with her and please let me know what I need to do to resolve this situation.Sincerely,[redacted], President