Simplified Office Systems

Dear [redacted],      We are truly sorry that you are disappointed with Air McCall. Especially since it was your first experience with us. Air McCall installed a new system for you on 7/11/2017 during the summer months and we neglected to install the factory auxiliary heating elements....

After reviewing our records for this installation, we discovered that we did in fact bring the new factory auxiliary heating elements for the install, but they were the wrong size, so the technicians did not install them. We should have immediately ordered the correct heating elements and returned to your home to install them, but we failed to do that. This is honestly the first time that this has ever happened with a new Install performed by us. This oversight came to our attention once we visited your home on the 8th of January. Air McCall has one of the highest customer satisfaction ratings in our industry and this lack of follow up did not reflect that fact. We are glad to know however that once we became aware of the need we promptly ordered the factory part and returned the next day to correct the issue. Again, we are sincerely sorry we disappointed you and we hope you will continue to use us in the future.  The Air McCall Customer Service Team

The customer has every right to be frustrated.  It doesn't happen often, but due to an apparent manufacturing defect, the compressor in the brand new condenser failed a short time after the installation was complete.  We were notified of the problem with the new system after the...

manufacturer closed but we responded as soon as we could on Saturday morning.  Instead of replacing just the compressor, we demanded that the manufacturer give us an entire new condenser (outside unit) which they did.  So we had to remove the condenser we had just installed and replaced it with the brand new condenser.  This took a few hours in and of itself but when a compressor fails on a new unit we take extraordinary measures to ensure there are no contaminants that might remain in the refrigerant circuit after such a failure and this process is what took so long.  We did not want to leave until we were sure the new system was operating at the correct pressures and within the appropriate ranges.  Even though the issue was caused by a manufacturing defect, we sincerely apologize for the inconvenience and frustration it caused to our customer.  Therefore we credited our customer with a $100 and purchased an extended warranty at the retail cost of $475 to protect against any future manufacturing defects.  We spoke with our customer's wife who said she was pleased with everything we've done to make up for their inconvenience.  Although it was a manufacturing defect that started this issue, Air McCall always takes ownership of anything that affects OUR customers so we hope our customers appreciate and feel good about our response.

[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.]
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. 
Regards,
[redacted]