I am somewhat taken aback by the complaint and attitude from Mr***When he called in the request he said he had sold the condo which was no surprise, we knew it was up for saleI asked if he was staying in town just as a courtesy and to see if he was going into another area that we might
service and just to be friendly, after all we have been servicing his equipment since and seemed to have a decent customer relationshipI sent a tech out on Monday as scheduled and told the tech that only wanted the system charged but to check the capacitors like usual just in case there were any obvious problems since it was a common failure part and we did not want to have a call back a couple of days later that would make us look bad but to change nothing before asking if he wanted to do soThere is no extra charge for this, it is considered part of our serviceThe tech said that when she asked where the breaker was to turn off power so she could safely check the capacitor the Mr*** went on a rant about how I was just trying to run up the bill since he had sold the place and to just charge the systemThis tech is a well experienced on water source heat pumps but should be able to handle the job since it was not involved and was told by me before going out to bring the suction pressure up to about psig to keep the unit from freezing upAfter leaving the job the tech called me and told me what went on and that Mr*** was upset , I called him on the phone and got a voice mail and left him a message, this was at 10:am 4/11/He called be back that day at 2:pm and insisted that I was trying to rip him off since he was selling the condo and told me that he had already lodged a complaint with the Revdex.com before talking to me about the issueWe have customers sell their houses and move all the time, some stay in the are and some go out of state or out of our service area, we had hate to see them go and loose a good customer but it is a part of business that we understandEven if a customer leaves we want to retain their good will since they often will refer us to the new buyer or their friends in the areaWe do not advertise so word of mouth is very important to us and considering the fact that Mr*** used to own a well known hair salon in the area I would assume he knows a lot of people and would not want to loose his good will for a few hundred dollarsThat would be foolish business on my part.The last time we serviced both of his units at the same time the total bill was $that was in In we serviced one system and the bill was $and in we serviced just one system and the bill was $and the price of Freon has gone upHaving said that I will admit that he was over charge, not because of any intentional act but because the tech over charge the system with Freon and I do not understand howI had not had time to review the invoices at the time Mr*** called be back on the thsince I was in the field workingAfter pulling up the specs on the equipment I saw that the amount of Freon added to the system was well beyond what it is supposed to holdI am more that willing to reduce the invoices to a reasonable level of what it was in when we last serviced both systems, $even though the price of Freon is higher nowThere is one other problem that remains, the equipment is over charged at this point and it needs to be adjusted to the proper level to prevent damage, we would do so at no charge since we stand behind our work but we will need access the to condo.Sincerely,*** ***DUSTYS SERVICES LLC
I am somewhat taken aback by the complaint and attitude from Mr***When he called in the request he said he had sold the condo which was no surprise, we knew it was up for saleI asked if he was staying in town just as a courtesy and to see if he was going into another area that we might
service and just to be friendly, after all we have been servicing his equipment since and seemed to have a decent customer relationshipI sent a tech out on Monday as scheduled and told the tech that only wanted the system charged but to check the capacitors like usual just in case there were any obvious problems since it was a common failure part and we did not want to have a call back a couple of days later that would make us look bad but to change nothing before asking if he wanted to do soThere is no extra charge for this, it is considered part of our serviceThe tech said that when she asked where the breaker was to turn off power so she could safely check the capacitor the Mr*** went on a rant about how I was just trying to run up the bill since he had sold the place and to just charge the systemThis tech is a well experienced on water source heat pumps but should be able to handle the job since it was not involved and was told by me before going out to bring the suction pressure up to about psig to keep the unit from freezing upAfter leaving the job the tech called me and told me what went on and that Mr*** was upset , I called him on the phone and got a voice mail and left him a message, this was at 10:am 4/11/He called be back that day at 2:pm and insisted that I was trying to rip him off since he was selling the condo and told me that he had already lodged a complaint with the Revdex.com before talking to me about the issueWe have customers sell their houses and move all the time, some stay in the are and some go out of state or out of our service area, we had hate to see them go and loose a good customer but it is a part of business that we understandEven if a customer leaves we want to retain their good will since they often will refer us to the new buyer or their friends in the areaWe do not advertise so word of mouth is very important to us and considering the fact that Mr*** used to own a well known hair salon in the area I would assume he knows a lot of people and would not want to loose his good will for a few hundred dollarsThat would be foolish business on my part.The last time we serviced both of his units at the same time the total bill was $that was in In we serviced one system and the bill was $and in we serviced just one system and the bill was $and the price of Freon has gone upHaving said that I will admit that he was over charge, not because of any intentional act but because the tech over charge the system with Freon and I do not understand howI had not had time to review the invoices at the time Mr*** called be back on the thsince I was in the field workingAfter pulling up the specs on the equipment I saw that the amount of Freon added to the system was well beyond what it is supposed to holdI am more that willing to reduce the invoices to a reasonable level of what it was in when we last serviced both systems, $even though the price of Freon is higher nowThere is one other problem that remains, the equipment is over charged at this point and it needs to be adjusted to the proper level to prevent damage, we would do so at no charge since we stand behind our work but we will need access the to condo.Sincerely,*** ***DUSTYS SERVICES LLC