On 7/22/2015, we went out to diagnose a unit that was not cooling for *** and *** ***Our technician found a failed blower motor on the unit that had to be ordered from the manufacturerWe ordered the motor and returned later that day to install the part
because we did not want to leave our customer without cooling that day. Unfortunately, our technician did quote the wrong price on this repair because there was still a parts warranty on this unitLabor was not coveredOur technician charged $for the total call including the diagnostic fee of $I finally talked to Mr. *** on 7/and told him that we would be refunding him $back to his credit cardI told him that this would take a few days to show up on his card but I did email him a receipt of the refundAt this time, Mr. *** told me that he also had a coupon to waive the diagnostic fee on the callNow, normally we do not accept coupons of any sort after a job has been done, but we wanted to accommodate Mr. *** for the trouble with the original price of the repairI did tell him that I would have to talk to our office manager to see if it would better to refund the $back on his card or send him a check since we had already done a refund on his cardOn 8/we refunded an additional $back on his credit card His total charge for his repair of a failed variable speed blower motor was $258. As far as our technician going on their roof when they were not home, he just wanted to get them cooling since it was a hot dayIf we didn’t do the work at that time, there was a good chance that they would have had to wait until the next daySince the unit was on the roof, we figured there wouldn’t be a problem if we did the work especially since we had prior approval to fix the unit from the homeowners. *** ***Service ManagerCollins Comfort Masters
During the promotion referred to in this complaint, there were many referral checks paid. Our system is designed to be quite transparent and is supposed to track what happens between referral receipt, contact of referee, work completed, and compensation to referring party.For a reason not yet
determined, Ms *** was not entered into the computer as the referring party at the time her referral was made.The problem was made even worse as the wrong address was entered for the *** household when we were trying to remedy the issue.Forward to today:All has been corrected within our records.A Check was mailed to Ms *** on June 1st. BUT, on today's date (June 22) the check still has not cleared our bank. This morning a call was made to Ms ***; she said she has been out of town and she hasn't checked her mail "for a couple of weeks." She said she would check and let us know if her check isn't there.As we mailed the subject check the day before the complaint was made, we didn't consider this a highly urgent matter, and had been waiting for discussion with Ms *** before answering this complaint, but this 2nd notice is speeding up the process
A visit to Ms W*** home with an independent inspector was able to prove that the trusses in question were cut years before we changed out the a/c unit.The coloration of the cut area was the same as the color of the sides of the wood.More truss cuts were found than initially thought to be cut.It
appears that these trusses were cut out of anger by someone; perhaps when the home was foreclosed on a previous owner it happened then?Ms W*** is still upset that the trusses were cut, but acknowledged that it was not done by Collins Comfort Masters
It is unfortunate and regretful that Mr *** A/C system failed.Collins Comfort Masters is dedicated to responding to our customers needs in a timely manor Indeed, this is part of the life blood that has kept us in business for over years. On July 23rd, by 5:pm all our After-Hours
technicians were scheduled to be at other peoples homes until very late in the evening; another call that night was impossibleBut we did promise we could be there in a timely manner the next day This, being unacceptable to Mr Jones, left him free to choose to pay another company to come that night But his choice to do so does not obligate our company to pay for his choice not to wait.It would have been wrong to call someone who we had promised to take care of their needs that evening, to make room for Mr Jones That would have been a breach of integrity. It would have been wrong to tell Mr *** we would be there that evening, then wait till late in the night and then call him to say we, for what ever reason, couldn’t make it after all That too would have been a breach of integrity.We sincerely regret Mr *** feelings toward this incident His system is still under warranty We will still strive to serve him if he calls usBut we cannot give preferential treatment over our other customers who, like him, have used our services in the past.*** ** ***Owner
On 7/22/2015, we went out to diagnose a unit that was not cooling for *** and *** ***Our technician found a failed blower motor on the unit that had to be ordered from the manufacturerWe ordered the motor and returned later that day to install the part
because we did not want to leave our customer without cooling that day. Unfortunately, our technician did quote the wrong price on this repair because there was still a parts warranty on this unitLabor was not coveredOur technician charged $for the total call including the diagnostic fee of $I finally talked to Mr. *** on 7/and told him that we would be refunding him $back to his credit cardI told him that this would take a few days to show up on his card but I did email him a receipt of the refundAt this time, Mr. *** told me that he also had a coupon to waive the diagnostic fee on the callNow, normally we do not accept coupons of any sort after a job has been done, but we wanted to accommodate Mr. *** for the trouble with the original price of the repairI did tell him that I would have to talk to our office manager to see if it would better to refund the $back on his card or send him a check since we had already done a refund on his cardOn 8/we refunded an additional $back on his credit card His total charge for his repair of a failed variable speed blower motor was $258. As far as our technician going on their roof when they were not home, he just wanted to get them cooling since it was a hot dayIf we didn’t do the work at that time, there was a good chance that they would have had to wait until the next daySince the unit was on the roof, we figured there wouldn’t be a problem if we did the work especially since we had prior approval to fix the unit from the homeowners. *** ***Service ManagerCollins Comfort Masters
During the promotion referred to in this complaint, there were many referral checks paid. Our system is designed to be quite transparent and is supposed to track what happens between referral receipt, contact of referee, work completed, and compensation to referring party.For a reason not yet
determined, Ms *** was not entered into the computer as the referring party at the time her referral was made.The problem was made even worse as the wrong address was entered for the *** household when we were trying to remedy the issue.Forward to today:All has been corrected within our records.A Check was mailed to Ms *** on June 1st. BUT, on today's date (June 22) the check still has not cleared our bank. This morning a call was made to Ms ***; she said she has been out of town and she hasn't checked her mail "for a couple of weeks." She said she would check and let us know if her check isn't there.As we mailed the subject check the day before the complaint was made, we didn't consider this a highly urgent matter, and had been waiting for discussion with Ms *** before answering this complaint, but this 2nd notice is speeding up the process
A visit to Ms W*** home with an independent inspector was able to prove that the trusses in question were cut years before we changed out the a/c unit.The coloration of the cut area was the same as the color of the sides of the wood.More truss cuts were found than initially thought to be cut.It
appears that these trusses were cut out of anger by someone; perhaps when the home was foreclosed on a previous owner it happened then?Ms W*** is still upset that the trusses were cut, but acknowledged that it was not done by Collins Comfort Masters
It is unfortunate and regretful that Mr *** A/C system failed.Collins Comfort Masters is dedicated to responding to our customers needs in a timely manor Indeed, this is part of the life blood that has kept us in business for over years. On July 23rd, by 5:pm all our After-Hours
technicians were scheduled to be at other peoples homes until very late in the evening; another call that night was impossibleBut we did promise we could be there in a timely manner the next day This, being unacceptable to Mr Jones, left him free to choose to pay another company to come that night But his choice to do so does not obligate our company to pay for his choice not to wait.It would have been wrong to call someone who we had promised to take care of their needs that evening, to make room for Mr Jones That would have been a breach of integrity. It would have been wrong to tell Mr *** we would be there that evening, then wait till late in the night and then call him to say we, for what ever reason, couldn’t make it after all That too would have been a breach of integrity.We sincerely regret Mr *** feelings toward this incident His system is still under warranty We will still strive to serve him if he calls usBut we cannot give preferential treatment over our other customers who, like him, have used our services in the past.*** ** ***Owner