TETER Architects and Engineers

/ [redacted] Style Definitions */ Our service manager, Mike M***, has called ###-###-#### no less than three times in an effort to speak with Mr [redacted] about this complaint This is the contact telephone number that was given to our company by [redacted] Medicine Each time Mike has called, a female has answered the phone and said that Mr [redacted] is unavailable Each time Mike has left a message for Mr [redacted] with the person who answered the phone A refund in the amount of $89.00, the total amount that Mr [redacted] and his company has paid us, has already been processed

We have been in touch directly with Mr [redacted] about this situationThis was an error on the part of our staff, Mr [redacted] should not have been charged a service call fee and the matter should never have been sent to a collection agencyAll collection efforts have been stoppedWe apologize for any inconvenience this may have caused

We have spoken with Mr [redacted] multiple times since this complaint was filed, and have since come to a resolution for this issue We have arranged to make the repairs necessary to fix his heat pump system; an appointment is currently scheduled on April 25th, Mr [redacted] ’s heat pump currently has a parts warranty with the manufacturer, Lennox, but has no warranty on labor Lennox is obligated under their parts warranty only to provide a replacement for any defective parts at no cost, and is unwilling to give Mr [redacted] any additional relief or compensation for the labor necessary to fix his heat pump Due to the situation, CARE Heating and Cooling has offered Mr [redacted] a substantial discount off our standard price for the repairs necessary to his unit We have also given Mr [redacted] an extension to a one-year labor warranty for these repairs at no additional cost The $that is mentioned in the complaint was incorrectly charged during the service call performed on 4/12/16, and has been refunded as a discount

Upon learning of this situation, our service manager
immediately had an appointment rescheduled for Mr*** the next day, May
15th, 2015. Our technician
*** diagnosed and repaired Mr***’s air conditioner. We apologized to Mr*** for the misunderstanding
and at this time we believe his complaint has been resolved
satisfactorily

First and foremost, we apologize for any missed or
unscheduled appointments that we may have had with Mr***. Our service manager has made repeated
attempts to contact Mr*** to discuss the issues in his complaint, but as
of today (March 23, 2016, the deadline for our business to make an initial
response to this matter) Mr*** has not returned our phone calls
Mr*** last contacted our business on the evening of
March 15th, this is the discussion with the two ladies he
references. The two women Mr***
spoke with concluded we likely failed to reach out to him to schedule a sales
appointment and apologized for our misstep.
They gave him several options as to how we could resolve his situation,
the best option being to schedule a sales appointment for the following
morning. Mr*** refused to accept
any of our solutions or schedule an appointment and said he would be filing a
complaint with the Revdex.com.
We are not sure what Mr*** is looking to achieve by
filing this complaint as he proposed no resolution to the situation nor did he list a desired settlement. Our company has already apologized for our errors and given him options to resolve his situation Our offer to schedule
a sales appointment with him still stands, all he needs to do is contact us at ###-###-####

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

Consumer, *** ***, called and left voice mail message stating that his complaint has been resolved

Our service manager, Mike M[redacted], has called ###-###-#### no
less than three times in an effort to speak with Mr[redacted] about this
complaint. This is the contact telephone
number that was given to our company by [redacted] Medicine. Each time Mike has called, a female has
answered the phone and said that Mr[redacted] is unavailable. Each time Mike has left a message for Mr
[redacted] with the person who answered the phone.
A refund in the amount of $89.00, the total amount that Mr
[redacted] and his company has paid us, has already been processed

This situation had been resolved prior to our company receiving this complaint. After learning about this situation on February 14, our [redacted] immediately reached out to [redacted] and left her a voicemail message.  [redacted] returned [redacted]’s message the...

next day, February 15.  [redacted] explained she had the company who originally installed her humidifier out to perform a second opinion on CARE’s diagnosis and they concluded that the humidifier was working properly.  Based on their conversation, [redacted] suspected that our service technician had made an incorrect diagnosis based on a mis-understanding of how the humidifier was wired and controlled.  [redacted] offered to personally visit [redacted]’s home to confirm the operation of her humidifier for both her peace of mind and as a training opportunity for our service technician.  However, [redacted] declined stating she was confident it was working properly and asked for CARE to refund her the $115 cost of the other company’s service call.  [redacted] agreed to refund the $115 and apologized for any inconvenience this may have caused.  A check was issued to [redacted] on February 15 for $115 and has been sent out via [redacted] mail.  All of this occurred prior to CARE Heating and Cooling receiving this complaint at 1:22 AM February 16.

We have spoken with Mr. [redacted] multiple times
since this complaint was filed, and have...

since come to a resolution for this
issue.  We have arranged to make the repairs necessary to fix his heat
pump system; an appointment is currently scheduled on April 25th, 2016.  
Mr. [redacted]’s
heat pump currently has a parts warranty with the manufacturer, Lennox, but has
no warranty on labor.  Lennox is obligated under their parts warranty only
to provide a replacement for any defective parts at no cost, and is unwilling
to give Mr. [redacted] any additional relief or compensation for the labor
necessary to fix his heat pump.  Due to the situation, CARE Heating and
Cooling has offered Mr. [redacted] a substantial discount off our standard price
for the repairs necessary to his unit.  We have also given Mr. [redacted] an
extension to a one-year labor warranty for these repairs at no additional cost.
The $69 that
is mentioned in the complaint was incorrectly charged during the service call
performed on 4/12/16, and has been refunded as a discount.

We have been in touch directly with Mr. [redacted] about this situation. This was an error on the part of our staff, Mr. [redacted] should not have been charged a service call fee and the matter should never have been sent to a collection agency. All collection efforts have been stopped. We apologize for...

any inconvenience this may have caused.

No one has contacted me this is false information. I want a refund a real company has already fixed our issue. If I do not receive a refund I'm calling 6 on your side.

[redacted] purchased our maintenance agreement, which we call a
CARE Plan, during a service appointment on February 11th, 2015. She opted for the monthly payment option as
she described. [redacted] used the benefits
of her CARE Plan at her initial appointment on February 11th and
also on April 27th, when we performed a tune up on her air
conditioner. Our CARE Plan also includes
a furnace tune up and we have left messages for [redacted] to schedule this service
on no less than five different occasions but have not heard back from her to
schedule this service.
[redacted] still owes the 12th and final installment
on her CARE Plan totaling $which was due on February 1st Our policy is that monthly payments are paid by credit card, but due to issues [redacted] was having with her credit card accounts she said she would send us a check for this final payment. As of today, we have not received this check We suggest that [redacted] look again at her bank records because we have no record of receiving or depositing a check from her for this amount Our employee Denise has been in
contact with [redacted] about this outstanding balance. During one conversation, Denise accidentally
said [redacted]'s outstanding balance owed was $102.99. Denise immediately realized that this was a
mistake as she was looking at the wrong customer records and apologized to
[redacted]. We again apologize for any
confusion or frustration that this error may have caused on [redacted]'s part. Due to this error and in the interest of
customer service we will waive [redacted]'s outstanding balance of $

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID 10625171, and find the resolution is satisfactory to me.