SQ Empire Inc.

I am very disappointed that The ***'s chose this route to express their frustration. We had serviced ***'s past house at their request as we were socially friendly with them We informed them that we are not a dealer for the brand that was in their old house but we serviced
them for many years without incident - OFTEN times going at odd hours and charging very little because of our social friendship When they bought the new house they again called us to service their system and we again told them we were not a *** dealer but the owner wanted us to service them because again we charged a lot less than the *** dealer and responded to their calls very quickly I, Regina D*** , am the owner of the business and have been since I am not a "scheduler" and I, as the owner , interacted with ** *** multiple times about this incident.Dugan's first went to their house 7/7/after receiving a call from the owner and found a defective motor so we ordered a motor from ***. It was a special ecm motor When I told ** *** of the expected wait time from a supply house I told him if he called a *** dealer they might be able to get it quickerHe refused and told me to order motorIt came in late Monday 7/11/and we went there to put it in next day Tues 7/12/16. Upon arrival we saw that the supply house only sent the one part of the motor so we ordered the second part and a few other parts that we needed because the original motor could not come out without disrupting brackets, ect I again told ** *** it would be a long wait as the parts were coming from different areas and a *** dealer might have some of theseHe said order the parts All parts were ordered and arrived Friday 7/15/only to find correct parts did not come in I , as the owner/scheduler, call ** *** and told him to PLEASE go to a *** dealer as they might have better luck finding/acquiring the parts in a timely fashion and we were now exhausted from trying to get the correct parts. I am extremely surprised and disappointed to find this response on the Revdex.com website as we have faithfully and reasonably serviced them for years and I, the owner, was the one who suggested to ** *** that he go to an original *** dealership to begin with. After reading the complaint I called ** *** at least times and a call was never returned to me and for years I had answered his calls to my cell at any time day or night, for advice and immediate service.Respectfully,Regina D***owner/operatorDugan's Heat Pump and Air Conditioning, Inc