TJ's Refrigeration Heating & Air Conditioning, LLC

On 8/30/we received a call from a *** *** stating that her boyfriends house has an electric heater that was not working. I made time in our schedule THAT DAY, but she stated they could not do so and so we set for days later. Upon arriving our technician called
into the office that it was in fact a gas water heater, and that it needed a part. His notes state that the pilot light would not stay on, which is an indication that there was gas presentThe part needed for this job is a pilot assembly which is in fact a common part Once the technician sent me the information on make, model and serial number, I look for a part and price it out. I then called the customer and spoke with *** and informed her that I found a part ,and I specifically asked her if her gas was on, she said "yes".( This was also confirmed in our conversation we had when she called me after she received the invoice.) I was told to order that part, and I said I would call once it arrived. I spoke with her of her boyfriend regarding the price and overall amount it would come to and I was given the go ahead Once the part arrived, I called *** *** to tell him that his part arrived , I left him a voicemail, and to call me back so we could schedule the install. He then called me sometime later informing me that our technician CALLED HIM to tell him he was on his way to install the part and that he wanted to cancel the call. I told him that in no way did that happen as our technician's do not have customers phone numbers. Nor do they go on any call that they are no instructed to do so by me, I make the schedule and they have no way of knowing where they are headed until I tell them. He then told me that the problem was fixed and to cancel the call. I truly feel like there were some untruths going on I created the invoice and stated our restocking fee for the part on the invoice along with the original service call charges and mailed it out *** called me and was very polite and explained her unhappiness with the bill. She stated she did not think it was fair to charge for the restocking fee. Once I let her explain and talk, I gave her our side of the situation, and she was unaware that Ruben called and told me that our technician called him and I explained that was impossible. She then told me that they had gotten a "Second Opinion" which is fine, but generally you do that before you have parts ordered. She also explained that it was a new house to them and that it was not their fault that they didn't know the gas was not on Our position is this........when a customer tells us that the gas is on we have no reason NOT to believe them. If there is gas left in the line, and we are checking a unit, and gas is present we have no reason to believe it is off. The gas company does their job, we do ours. My technician, nor I have anything to gain by fooling a customer, it serves us no purpose. Once it was my turn to talk and to explain our side, *** would not let me talk and was talking over me. Eventually I did hang up on her. That was rude of me, but the conversation was going nowhere and I truly believe the customers are not being completely honest in several instances As you can see our cost are and also what we need to pay our technician for the call. Even at charging the customer the we are at a total loss on this call. Her complaint was that she did not want to pay the restocking fee which is an industry standard as I tried to explain that to her. It was a factory order, coming from Tennessee and shipping cost were involved I am not in the business of having unhappy customers, I will take off the restocking fee and just charge for the service call plus tax which is 80.03. If she can show me a receipt of a invoice coming from the gas company and what day the gas was actually was turned on, I will be happy to void the whole transaction. I would think that she would have provided that in her initial complaint to the Revdex.com if it was the case I will happily wait to see if she can come up with a copy of her gas bill showing the date it was turned on. Otherwise, we do need to charge for the initial service call as we were told it was an electric heater and a few days had passed before they were able to see us Thank you, if you have any questions please call me at the office Sincerely, Brittan M*** TJ's REFRIGERATION LLC Heating & Air South 6th Street/P.OBox Sunnyside, Washington (509)839-(509)839-fax www.tjsrefrigerationandheating.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Attached you will find the prove of the welcoming letter from Cascade Natural Gas on the day we requested the serviceAlso, you will find a screenshot of our online account to prove there has been no statements issued previously.I want to summarize that the initial call to TJ Refrigeration was made on 8/On 9/the technician diagnosed the issueOn 9/we got a second option to find out gas service was neededOn 9/we requested and the service to Cascade Natural Gas it the service was turned onHeater issue was solved. As requested by Brittan M***, the prove of service request is attached!!! Thank you so much! Sincerely,
*** ***

I just received a letter from the Revdex.com showing the statement that the claimant had in response to my response I did not get a copy or proof in my letter showing the date of the gas getting turned on I ordered the part needed for the customer with his permission on 9/5/17, the same day they say the gas was turned on If they got a second opinion on 9/4/17, why did they have me order the part on 9/5/17? As I mentioned, the customer came in and pain in full on 10/6/ I will be happy to refund them the full amount, but I need to see proof from the gas company myself as we work closely with the gas companyAttached is the copy of the letter I was sent Again, if I could have proof from the gas company so I can inquire I would greatly appreciate that.Sincerely,Brittan M***TJ's REFRIGERATION LLC Heating & AirSouth 6th Street/P.OBox 1107Sunnyside, Washington 98944(509)839-(509)839-faxwww.tjsrefrigerationandheating.com