Tennessee Technology Center at Covington

Ms [redacted] called us on 6/9/on our after hours answering svc and wanted us to check her a/c on 6/10/because it was not working On 6/10/a service tech went out there to check her a/c and the compressor was bad and it was an older unit so she opted to replace a/c with a new one Ms [redacted] wanted us to find an a/c for her that day and put it in but it was not possible as we had to order one for her and would be able to put it in on 6/13/ after multiple calls from her she said that would be fine I told Ms [redacted] that she would need to pay the installers after they were finished installing a/c on Monday, she said she would be there to pay them On 6/12/we went to install her new a/c at approx 9am that morning and the installers were finished by approx 11:30am and they called me when they gave bill to her she wanted to put it on a credit card but there is a 3% fee for that and then she said she would send a check and I told installers no she agreed to pay today so I would need payment now This is our company policy to get paid when finshed with installation especially on a new customer Ms [redacted] wrote a check then and signed the bill when they were finished installing and had no complaints then While the installers were there Ms [redacted] was watching them almost the entire time they were there and commenting as they were working The next day on 6/14/at approx 8:10am (approx hrs later) Ms [redacted] called to say they broke her window while installing and it was not a bird that broke it Ms [redacted] also stated she was going to have her window co look at it to get it replaced immediatly because rain was in the forecast I told her I would talk to installers and get back to her and I also wanted her to email me pictures of window if she could Ms [redacted] sent us the pictures and I talked to installers and they said no we did not break her window So I tried calling her back a few times with no answer then I email her our insurance agent info to call and file claim and that the insurance would handle the situation from there Ms [redacted] called insurance co and they looked into the window claim and denied her claim that is was damage from our installers The claim was denied on 6/22/and then Ms [redacted] called our after hours answering service 6/22/and threated potential law suit We are following our insurance company and not paying for a window we did not damage [redacted] Strandlund Strandlund RefrigerationHtg & Cooling LLC

I am rejecting this response because: I was never told that I had to pay them on the spot for the service call or installation. If that was their policy why didn't they request an immediate payment from the service call the day before. Charging an additional 3% is not allowed by the credit card company. If the policy was to pay on the spot why do they offer terms of payment on the receipt? I was told by the repair technician that I may be able to pick up an air conditioner in the cities to expedite the process the next day. I drove a truck to the twin cities but was told no replacement air conditioner was available and even if I did pick it up they would not install it. Wasted time and effort.
As stated earlier the only investigation that was done by the insurance company was to believe the employees word that they didn't break the window. The contractor who looked at the window to replace it stated he also thought it was clear that it was damaged during the air conditioner replacement process. Why did they have me take measurements if they never considered the information. Be honest in your business dealings and admit what truly happened. Pay for the replacement window

Ms. [redacted] called us on 6/9/16 on our after hours answering svc and wanted us to check her a/c on 6/10/16 because it was not working.  On 6/10/16 a service tech went out there to check her a/c and the compressor was bad and it was an older unit so she opted to replace a/c...

with a new one.  Ms. [redacted] wanted us to find an a/c for her that day and put it in but it was not possible as we had to order one for her and would be able to put it in on 6/13/16  after multiple calls from her she said that would be fine.  I told Ms. [redacted] that she would need to pay the installers after they were finished installing a/c on Monday,  she said she would be there to pay them.  On 6/12/16 we went to install her new a/c at  approx 9am that morning and the installers were finished by approx 11:30am and they called me when they gave bill to her she wanted to put it on a credit card but there is a 3% fee for that and then she said she would send a check and I told installers no she agreed to pay today so I would need payment now.   This is our company policy to get paid when finshed with installation especially on a new customer.  Ms. [redacted] wrote a check then and signed the bill when they were finished installing and had no complaints then.     While the installers were there Ms. [redacted] was watching them almost the entire time they were there and commenting as they were working.   The next day on 6/14/16 at approx 8:10am (approx 20 hrs later) Ms. [redacted] called to say they broke her window while installing and it was not a bird that broke it.  Ms. [redacted] also stated she was going to have her window co look at it to get it replaced immediatly because rain was in the forecast.   I told her I would talk to installers and get back to her and I also wanted her to email me pictures of window if she could.  Ms. [redacted] sent us the pictures and I talked to installers and they said no we did not break her window.  So I tried calling her back a few times with no answer then I email her our insurance agent info to call and file claim and that the insurance would handle the situation from there.  Ms. [redacted] called insurance co and they looked into the window claim and denied her claim that is was damage from our installers.   The claim was denied on 6/22/16 and  then Ms. [redacted] called our after hours answering service 6/22/16 and threated potential law suit.   We are following our insurance company and not paying for a window we did not damage. [redacted] Strandlund    Strandlund RefrigerationHtg & Cooling LLC