Timberlane Pet Motel

The below response is for the above subject customer concern:Mrs [redacted] is being less than candid with her complaintI believe after talking with her she was upset when she filed the complaint therefore allowing for wrong information to be filed in her complaintShe called us the same day we received the complaint and she stated she was going to file a complaint when in fact she already hadWe installed her heat pump on and she filed her complaint on which means her system is over years oldShe has not paid for every service call as stated in her complaint and still owes a balance of $on the service call from 12.1.14.The first service call we did for her was on where we replaced her evaporator coil due to a "Dirty Sock Syndrome" (which is an industry problem with certain installs) at NO CHARGEThe 2nd service call we did was on for the breaker tripping where we determined the start capacitor and relay needed replaced at NO CHARGEWe returned on and replaced the start capacitor and relay at NO CHARGEThe next service call was onfor the unit not heatingWe could not determine what the problem was and would have to consult with The Service ManagerWe charged #for labor on this service call as the labor warranty had expired on 3.24.14.We returned on to add Freon due to system being low on chargeWe did a NO CHARGE for labor as this was a return trip from but we did charge for the Freon of $which they made a partial payment on 5.18.15.The last service call we did was on where we determined there is a Freon leak which we cannot find at this timeWe are working with [redacted] to determine what to do nextMrs [redacted] is aware of what is going on and understands the facts in her complaint are not 100% trueMrs [redacted] is correct that she has a leak but she is wrong that we will have to put Freon in her unit every months (after problem is fixed)She is also wrong that the unit is worthless and a money pit and we are getting tired of servicing itWe are aggravated with ourselves that we cannot find and fix the leak but we will continue to work on it until the issue is resolvedWe pride ourselves in taking care of our customersIf there is anything else you need or I can help you with please let me knowI apologize for the delay in getting my response to youSincerely, [redacted] President

The above referenced complaint has been resolved with the customer We have agreed to 1/of the service call in the amount of $ We did contact the customer but it was not in a timely enough manner on our part If there is anything else we need to do please let me
know.Sincerely,*** * *** ***

The below response is for the above subject customer concern:Mrs. [redacted] is being less than candid with her complaint. I believe after talking with her she was upset when she filed the complaint therefore allowing for wrong information to be filed in her complaint. She called us the same day we...

received the complaint and she stated she was going to file a complaint when in fact she already had. We installed her heat pump on 3.25.13 and she filed her complaint on 6.5.15 which means her system is over 2 years old. She has not paid for every service call as stated in her complaint and still owes a balance of $44.80 on the service call from 12.1.14.The first service call we did for her was on 4.17.13 where we replaced her evaporator coil due to a "Dirty Sock Syndrome" (which is an industry problem with certain installs) at NO CHARGE. The 2nd service call we did was on 7.29.13 for the breaker tripping where we determined the start capacitor and relay needed replaced at NO CHARGE. We returned on 8.2.13 and replaced the start capacitor and relay at NO CHARGE. The next service call was on11.20.14 for the unit not heating. We could not determine what the problem was and would have to consult with The Service Manager. We charged #132.50 for labor on this service call as the labor warranty had expired on 3.24.14.We returned on 12.1.14 to add Freon due to system being low on charge. We did a NO CHARGE for labor as this was a return trip from 11.20.14 but we did charge for the Freon of $84.80 which they made a partial payment on 5.18.15.The last service call we did was on 6.17.15 where we determined there is a Freon leak which we cannot find at this time. We are working with [redacted] to determine what to do next. Mrs. [redacted] is aware of what is going on and understands the facts in her complaint are not 100% true. Mrs. [redacted] is correct that she has a leak but she is wrong that we will have to put Freon in her unit every 6 months (after problem is fixed). She is also wrong that the unit is worthless and a money pit and we are getting tired of servicing it. We are aggravated with ourselves that we cannot find and fix the leak but we will continue to work on it until the issue is resolved. We pride ourselves in taking care of our customers. If there is anything else you need or I can help you with please let me know. I apologize for the delay in getting my response to you. Sincerely,[redacted]President

[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 have reviewed the response made by the business in reference to complaint I[redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]