Initial Business Response /* (1000, 6, 2015/08/06) */
Good Morning,
Last Friday, 7/10/185 between 2-5pm, my tech, Don, was in this customer's home:
[redacted]
East Peoria, IL 61611
XXX-XXX-XXXX
The customer has a Trane central air conditioner, which she believed to...
have a freon leak.
When our tech arrived at the home, he did confirm that the unit was very low on refrigerant and would require 4 lbs of ref to be added. He provided the customer with a written estimate prior to completing any work. The customer was hesitant about spending that kind of money, he offered her a $25 coupon from our website, she agreed and signed the estimate.
The tech completed the job by adding 4 pounds of R22 into the unit. Upon removing his gauges, he checked the connection seal to ensure there was no bubbling or leaking. Once checked, he replaced the cap, collected a check from the customer. And found the unit to be in working order.
I received a phone called this morning appox 830am, from Ms [redacted], clearly upset. She stated that within 5 hours of our repair, the unit had leaked all the freon out. She did however NOT call us to come back out, she had another company in her home on Monday 7/13/15, who told her our tech was a Dummy and that there was bubbling at the schrader valve (which there was not when we were there) **it is our experience that when attaching and removing gauges you could get some bubbling, and we believe that he found this when he removed his tool** Also if a leak was at the schrader valve it would have taken WEEKS to empty, not 5 hours.
I explained to her that we have a 30 day call back period where we would have reran diagnostics on the unit at no additional charge, but she refused to allow us back into her home. This is the very first time we have ever done business with this customer.
When our tech was in her home, he explained to her that there were no guarantees that the unit would not leak again, and that given the value/age of her unit doing a leak test would cost her a lot of time and money. He never refused to do the leak check, but she didn't want the additional expense at that time, and requested just the freon be added and to call it a day.
In her conversation today, she would not tell me who this other company was, and her excuse for not calling us back when there was a problem was that "she didn't want us in her home in the first place (though she called us and booked the appointment we never contacted her), certainly not a second time... she would not be calling us again". She demanded her money be returned to her.
I explained to her that there is no refunds on refrigerant leaks, as she was told in her service call, that there were no guarantees. She got incredibly mouthy and rude on the phone. Stated she would be calling the Revdex.com, and slandering and trashing our name all over the internet for anyone who would listen. Unfortunately she is NOT going to be telling them that she refused to allow us to come out and try to make it right.
So in conclusion.... this customer will be listed as a Not Serviceable Customer, due to her behavior and language she used on the phone with me. We also will not be voiding her check.
This email is just so you have the rest of the story when she calls and makes her complaint.
Thank you,
[redacted]
Office manager
Staats Service Today!
[redacted]
Creve Coeur, IL 61610
XXX-XXX-XXXX
Fax #: XXX-XXX-XXXX
Initial Business Response /* (1000, 6, 2015/08/06) */
Good Morning,
Last Friday, 7/10/185 between 2-5pm, my tech, Don, was in this customer's home:
[redacted]
East Peoria, IL 61611
XXX-XXX-XXXX
The customer has a Trane central air conditioner, which she believed to...
have a freon leak.
When our tech arrived at the home, he did confirm that the unit was very low on refrigerant and would require 4 lbs of ref to be added. He provided the customer with a written estimate prior to completing any work. The customer was hesitant about spending that kind of money, he offered her a $25 coupon from our website, she agreed and signed the estimate.
The tech completed the job by adding 4 pounds of R22 into the unit. Upon removing his gauges, he checked the connection seal to ensure there was no bubbling or leaking. Once checked, he replaced the cap, collected a check from the customer. And found the unit to be in working order.
I received a phone called this morning appox 830am, from Ms [redacted], clearly upset. She stated that within 5 hours of our repair, the unit had leaked all the freon out. She did however NOT call us to come back out, she had another company in her home on Monday 7/13/15, who told her our tech was a Dummy and that there was bubbling at the schrader valve (which there was not when we were there) **it is our experience that when attaching and removing gauges you could get some bubbling, and we believe that he found this when he removed his tool** Also if a leak was at the schrader valve it would have taken WEEKS to empty, not 5 hours.
I explained to her that we have a 30 day call back period where we would have reran diagnostics on the unit at no additional charge, but she refused to allow us back into her home. This is the very first time we have ever done business with this customer.
When our tech was in her home, he explained to her that there were no guarantees that the unit would not leak again, and that given the value/age of her unit doing a leak test would cost her a lot of time and money. He never refused to do the leak check, but she didn't want the additional expense at that time, and requested just the freon be added and to call it a day.
In her conversation today, she would not tell me who this other company was, and her excuse for not calling us back when there was a problem was that "she didn't want us in her home in the first place (though she called us and booked the appointment we never contacted her), certainly not a second time... she would not be calling us again". She demanded her money be returned to her.
I explained to her that there is no refunds on refrigerant leaks, as she was told in her service call, that there were no guarantees. She got incredibly mouthy and rude on the phone. Stated she would be calling the Revdex.com, and slandering and trashing our name all over the internet for anyone who would listen. Unfortunately she is NOT going to be telling them that she refused to allow us to come out and try to make it right.
So in conclusion.... this customer will be listed as a Not Serviceable Customer, due to her behavior and language she used on the phone with me. We also will not be voiding her check.
This email is just so you have the rest of the story when she calls and makes her complaint.
Thank you,
[redacted]
Office manager
Staats Service Today!
[redacted]
Creve Coeur, IL 61610
XXX-XXX-XXXX
Fax #: XXX-XXX-XXXX