Shafer's Honey Glazed Ham

It is unfortunate and regretful that Mr [redacted] 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 30 years. On July 23rd, by 5:30 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 impossible. But 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 [redacted] 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 [redacted] feelings toward this incident.  His system is still under warranty.  We will still strive to serve him if he calls us. But we cannot give preferential treatment over our other customers who, like him, have used our services in the past.[redacted]Owner

On 7/22/2015, we went out to diagnose a unit that was not cooling for [redacted] and [redacted]. Our technician found a failed blower motor on the unit that had to be ordered from the manufacturer. We 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 unit. Labor was not covered. Our technician charged $583 for the total call including the diagnostic fee of $72. I finally talked to Mr. [redacted] on 7/28 and told him that we would be refunding him $253 back to his credit card. I told him that this would take a few days to show up on his card but I did email him a receipt of the refund. At this time, Mr. [redacted] told me that he also had a coupon to waive the diagnostic fee on the call. Now, normally we do not accept coupons of any sort after a job has been done, but we wanted to accommodate Mr. [redacted] for the trouble with the original price of the repair. I did tell him that I would have to talk to our office manager to see if it would better to refund the $72 back on his card or send him a check since we had already done a refund on his card. On 8/6 we refunded an additional $72 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 day. If we didn’t do the work at that time, there was a good chance that they would have had to wait until the next day. Since 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.  [redacted]Service ManagerCollins Comfort Masters