Mr [redacted] , I am sorry you feel you were shortchanged, especially since you have been a maintenance customer since ***-Lee greatly values our clients but the fact of the matter is that you say you were quoted $for your pma but you have not paid that price since and that has not been our price since than as well You also said that you have documentation with ***-Lee Heating's name on it that says a price that is untrue which you refuse to produce You were told by the service manager you would be charged the one time clean and check fee of $and refunded the difference since you would not produce the documentation, which you agreed to on the phone 1/26/
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Contact Name and Title: [redacted] Pres Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @scottleeheating.com Salesman remarked that it was a replacement that needed to be done quickly and that he was trying to install the proper size equipmentHe was not able to run the calculations to know the proper size furnace until the morning of the install and immediately changed the furnace sizeThe problem: he did not inform the homeowner of the changeIf the homeowner wants the quoted furnace we will gladly replace itSalesman is in contact with homeowner Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/10/26) */ I met with the sales consultant on October and he explained how he followed up on the issue and determined that he had changed the furnace size the morning of the install and forgot to call meI told him I appreciated him taking responsibility but that I still wanted the size called for in my contractHe setup the install for last Thursday October The replacement was installed as requested that day While I think a lapse in judgment took place I would also like to point out that of all the consultants that provide HVAC proposals, he was the best communicator and had the best command of his product line and company culture, which was the reason I selected Scott-Lee in the first place
Complaint: [redacted] I am rejecting this response because:I have attached the mailing you claim is impossible for me to have received last week, just as you claim it is impossible that I was quoted $ My error was not confronting your technician about the price until I could refer to recorded when I scheduled the appointment, and then paying the higher price trusting that your office would correct the charges based upon my trust of your company from past experience As far your lip service of me being a valued customer, you seem to have omitted that I purchased a new heating and cooling system last year in addition to being a service customerI refused to have you visit my home, along with refusing to send a copy of the attached mailing, because of the condescending, accusatory, insulting attitude from both you and the lady I initially talked with and then your aggressive attitude and then your claim that I was lying about the quoted price and that it was impossible that I had the mailing that I was holding Possibly your was extremely aggravating and an additional insult to my character I assure you the $I was requesting is insignificant compared to the assault on my character.Your arguments are completely irrelevant Whether I have a mailing from ***-Lee or not, has no bearing on the fact that I was quoted a price that your company refuses to honorThe lack of trust in customers who have shown loyalty to your company, as proven by this interaction, indicates a complete lack of customer service skills and a short sighted approach to performing your responsibilities As far as the price, your thinking is so limited regarding this that you have no concept that prices can go down as well as increase, and the previous price paid for the service agreement you offer as a great deal, saving the customer only $yearly, again has no bearing on the fact that I was quoted a lower price than I was charged.It is completely possible that I was quoted an incorrect price, just as it is possible that I had received the mailing from your company showing a $one time servicingI will only accept the original quoted price of $for the yearly service contract Anything less will not be acceptable and will continue this issue Sincerely, [redacted]
Mr [redacted] , I am sorry you feel you were shortchanged, especially since you have been a maintenance customer since ***-Lee greatly values our clients but the fact of the matter is that you say you were quoted $for your pma but you have not paid that price since and that has not been our price since than as well You also said that you have documentation with ***-Lee Heating's name on it that says a price that is untrue which you refuse to produce You were told by the service manager you would be charged the one time clean and check fee of $and refunded the difference since you would not produce the documentation, which you agreed to on the phone 1/26/
Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Contact Name and Title: [redacted] Pres Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @scottleeheating.com Salesman remarked that it was a replacement that needed to be done quickly and that he was trying to install the proper size equipmentHe was not able to run the calculations to know the proper size furnace until the morning of the install and immediately changed the furnace sizeThe problem: he did not inform the homeowner of the changeIf the homeowner wants the quoted furnace we will gladly replace itSalesman is in contact with homeowner Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/10/26) */ I met with the sales consultant on October and he explained how he followed up on the issue and determined that he had changed the furnace size the morning of the install and forgot to call meI told him I appreciated him taking responsibility but that I still wanted the size called for in my contractHe setup the install for last Thursday October The replacement was installed as requested that day While I think a lapse in judgment took place I would also like to point out that of all the consultants that provide HVAC proposals, he was the best communicator and had the best command of his product line and company culture, which was the reason I selected Scott-Lee in the first place
Complaint: [redacted] I am rejecting this response because:I have attached the mailing you claim is impossible for me to have received last week, just as you claim it is impossible that I was quoted $ My error was not confronting your technician about the price until I could refer to recorded when I scheduled the appointment, and then paying the higher price trusting that your office would correct the charges based upon my trust of your company from past experience As far your lip service of me being a valued customer, you seem to have omitted that I purchased a new heating and cooling system last year in addition to being a service customerI refused to have you visit my home, along with refusing to send a copy of the attached mailing, because of the condescending, accusatory, insulting attitude from both you and the lady I initially talked with and then your aggressive attitude and then your claim that I was lying about the quoted price and that it was impossible that I had the mailing that I was holding Possibly your was extremely aggravating and an additional insult to my character I assure you the $I was requesting is insignificant compared to the assault on my character.Your arguments are completely irrelevant Whether I have a mailing from ***-Lee or not, has no bearing on the fact that I was quoted a price that your company refuses to honorThe lack of trust in customers who have shown loyalty to your company, as proven by this interaction, indicates a complete lack of customer service skills and a short sighted approach to performing your responsibilities As far as the price, your thinking is so limited regarding this that you have no concept that prices can go down as well as increase, and the previous price paid for the service agreement you offer as a great deal, saving the customer only $yearly, again has no bearing on the fact that I was quoted a lower price than I was charged.It is completely possible that I was quoted an incorrect price, just as it is possible that I had received the mailing from your company showing a $one time servicingI will only accept the original quoted price of $for the yearly service contract Anything less will not be acceptable and will continue this issue Sincerely, [redacted]