Superior Air Repair

Mrs [redacted] has stated in her complaint that we installed a faulty float switch that was found when a different company was out to check her units She also claims that I did not believe her story which is not accurate, and she feels that our television commercial is misleading or untrue When Mrs [redacted] and I spoke on the phone about the faulty float switch, I stated that I was sure that my technician would not have knowingly installed this switch with exposed stripped wires and there were other possibilities for how the insulation on those wires could have been damagedWhen the situation was brought to my attention, the only option Mrs [redacted] had given me was to refund her money or else...( that is not how warranty works in any industry) as she has stated, I offered to replace the float switch at no charge, but she chose to have another company replace the switch and she demanded a full refund of the money she paid or she would use her position as a realtor with [redacted] to spread the word about her experience and to damage our reputation I do have a commercial on television that states “You can count on my company, because you can count on me!” and as Mrs [redacted] has pointed out, I did offer to take care of this situation in a proper manner but her only acceptable result was to have her money refunded We strive to take care of each of our customers and we ALWAYS stand behind our work, however we were never given the opportunity to evaluate the situation or make any corrective actions except for refunding her money We chose not to refund her money because she was not willing to cooperate with us in any way to remedy her situation and we didn’t feel it was right for her to “bully” us into giving her money back by threatening to slander our company with her connections as a fellow local business person

Complaint: ***
I am rejecting this response because:The owner, states in the most recent response that he "offered to send someone out at no charge to make the repair" This is NOT true, as he was contacted, once the problem that was of his doing, was already repaired.ONCE AGAIN, I WILL STATE THAT THE REPAIR WAS DONE ONCE FOUND BECAUSE IT WAS PRESENTED TO ME TO BE HAZARD.He obviously has not read my complaint, as he not once addressed it....I repeat NOT ONCE....he continues to talk around it *** ***, read and digest the complaint.I stand by the fact that Superior Air Repair installed a faulty part on my HVAC system and then charged me $ for doing such I have the faulty part in my possession and I produced photos to the company of the faulty installation. I don't know how it can be any clearer
Regards,
** ***

Complaint: ***
I am rejecting this response because: He MOST DEFINITELY said to me "I don't know what to think about this story", after I related to him what was presented in my claimWhen I was told by the technician checking my unit that "sparks flew when he opened the cover", YES I had the repair done I live alone and the fact that something was told to me that inferred a DANGER, yes I said FIX IT. I did not feel I was in a position to call Superior back to fix it at that pointBefore I called the repairing company, I did call Superior first I was told that they would charge me a $charge to come out I was not willing to pay that charge and opted to call the initial installation company of my units and during their visit this incident occurred I did say that I would share my experience with my fellow Realtors, I would not call that "slander", I would merely be relating how Superior treated me after installing a product that was told to me to be faulty I extremely resent *** *** using such words as "slander" and "bully", in his response letter.In closing, I am a senior, single female I have made this complaint based on what was told to me by a licensed HVAC repairman I have never filed a complain against a company with the Revdex.com, however this incident has been very disturbing to me, because based again on what I was told by someone I felt to be trustworthy, I was put in dangerous/hazardous situation, along with my property.Lastly, I paid a total of $for the total invoice to Superior Air Repair (invoice #***) , I was asking for a refund of the faulty part ONLY, and that charge was $
Regards,
***

Mrs. [redacted] has stated in her
complaint that we installed a faulty float switch that was found when a
different company was out to check her units. 
She also claims that I did not believe her story which is not accurate,
and she feels that our television commercial is misleading or...

untrue.  When Mrs. [redacted] and I spoke
on the phone about the faulty float switch, I stated that I was sure that my
technician would not have knowingly installed this switch with exposed stripped
wires and there were other possibilities for how the insulation on those wires
could have been damaged. When the situation was brought to my attention, the
only option Mrs. [redacted] had given me was to refund her money or else...( that
is not how warranty works in any industry) as she has stated,  I offered to replace the float switch at no
charge, but she chose to have another company replace the switch and she
demanded a full refund of the money she paid or she would use her position as a
realtor with [redacted] to spread the word about her experience and
to damage our reputation.  I do have a
commercial on television that states “You can count on my company, because you
can count on me!” and as Mrs. [redacted] has pointed out, I did offer to take care
of this situation in a proper manner but her only acceptable result was to have
her money refunded.  We strive to take
care of each of our customers and we ALWAYS stand behind our work, however we
were never given the opportunity to evaluate the situation or make any
corrective actions except for refunding her money.  We chose not to refund her money because she
was not willing to cooperate with us in any way to remedy her situation and we
didn’t feel it was right for her to “bully” us into giving her money back by
threatening to slander our company with her connections as a fellow local
business person.

Unfortunately, it seems
apparent that we will not be able to come to a mutual resolution in this matter.  We offered to send a technician out to take
care of the problem, (at no charge) however that offer was declined.  We have decided not to refund the money in
this case because we were not given the opportunity to correct the situation. I sincerely believe that both
of us have lost in this situation, and for that, I am truly sorry.  We have lost a customer and you have lost
your faith in our company.  Although we
strive to take care of our customer and try to make everyone happy, there are
some instances that we are unable to satisfy everybody.  Thanks again for the
opportunity to serve you,