True Title Inc

I spoke with the customer this morning informing her that I am the Office Manager/Customer Service Manager and I have never received anything from her regarding this situation and this is the first of myself hearing about the situation. I believe she spoke with someone in collections,
therefore I will get with that individual to confirm. In the meantime I have asked the customer to forward me all information regarding the situation so that I can move forward in getting it resolved. Thank you

Contact Name and Title: ***, Supervisor
Contact Phone: ***
Contact Email: ***@aircomfortsolutions.net
In regards to case # ***, the customer purchased the service contract on 12/29/His first visit on the ac unit was performed on 2/15/and he has a pending visit for
fall of this year for the furnace to be checkedHis contract expires on 12/29/16, a year from the original purchase datePerhaps this complaint was made prior to the 2/15/visit or there was simply lack of communication on our end when the agreement was sold regarding the scheduling process
*** ***
Customer Service Supervisor

Our Service Manager has left several messages for the customer and his calls are never returned. We only have one number on the account, therefore if there is an alternative number the customer needs to provide us with it. A check for the remaining $was requested on 1/3/17, the
customer needs to allow 7-business days to receive the check. Our Service Manager once again tried calling this morning to inform the customer of the refund status and had to leave a voicemail. Please let me know if any additional information is needed, thank you

Initial Business Response /* (1000, 5, 2015/06/17) */
In regards to case# XXXXXXXX, the office personnel have been spoken with regarding the proper way in handling a situation such as this one and a refund in the amount of $will be issued immediatelyThe customer should allow up to one
week to receive itPlease let me know if you need any other information, thank you
*** ***
Customer Service Supervisor

Please contact me if anymore information is needed regarding the case, thank you

Regarding this complaint, the customer was informed that once we received the other company's service ticket and compared the two service tickets we would issue a refund of the service call paid to the technician. I received the fax of the other ticket mid-morning yesterday and have
since mailed back her check, therefore the check will not be cashed. It is no longer in our possession. Please let me know if anything else is needed, thank you. *** ***Customer Service Supervisor

First and foremost I apologize that the customer was not informed of the service fee of $when booking the call. Unfortunately we only bill out in our commercial department, therefore the technician had to collect at the time of service. As with all heating and
air companies there is a service fee to come out and diagnose the problem. After reviewing the technicians detailed ticket, that was both signed by he and the designated person at the house (the property manager who called in the service call was not there), our technician was there from 10:am until 11:am, well over minutes. He noted several recommendations on his paperwork, not just replacement. These repairs included a run cap and re-welding the suction line. One of those recommendations included freon, along with a notation that freon would not be a permanent fix for the customer's problem. The technician also noted that the compressor was good, therefore he did not mention it was going out. I will be refunding the $due to lack of communication during the booking of the call, please let me know if you request a copy of the service ticket. Thank you

We have been in contact with the customer and he requested we start the work on a certain day. Obviously the work was not started on the day discussed. The carpenter will contact him today to coordinate a start date for the repairs and I personally will follow up

Our Service Manager attempted to call the customer with no success, but we will for sure try again. The Service Manager did speak with the technician who was out regarding the visit

Complaint: ***
I am rejecting this response because:I can guarantee the ASC Service Manager never made "multiple" calls to MY phoneAs stated before, and as told to ASC, IF the Service Manager WAS attempting to call me, he was calling the wrong phone number. I gave my phone number to ASC EVERY TIME I called over the week periodI never had ANY missed calls nor did I have any voicemails from the Service ManagerThe Service Manager called me one time back on 11/at which time I was in the middle of a doctor's appointmentI answered the phone and told the Service Manager I would return his phone call; which I did, and never received a call backIt is frustrating to have ASC believing they ACTUALLY left voicemails on my phoneNEVER happeneduntil 1/6.I DID receive a phone call from the Service Manager on that Friday morning; however, I was in the middle of WORKI could not answerHe did leave a voicemail stating the remaining portion of my money was being sent to me and IF I had any questions to call backI honestly did not feel the need to call back as I am waiting the 7-business days to receive my check at which point I will be comfortable "accepting" ACS's response to my complaint.Sincerely,
*** ***

The salesman and customer have been in contact and have reached a resolution as of early this week. Thank you

The customer has received a refund for their ESA in the amount of $340.10. Our Service Manager has also been out to correct the technical issues with the system. Please let me know if any more information is needed

Initial Business Response /* (1000, 8, 2015/06/30) */
Contact Name and Title: *** ***, Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aircomfortsolutions.net
Regarding case# XXXXXXXX, anytime someone calls in upset about flyers Air Comfort Solutions notifies the contracted
out company who distributes the flyers and asks them to longer leave any at that specific locationIf the customer would like to give us their address, I can double check to make sure the company has removed him from their listThank you
*** ***
Customer Service Supervisor

Initial Business Response /* (1000, 5, 2015/05/08) */
Contact Name and Title: ***, Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aircomfortsolutions.net
Regarding case# XXXXXXXX, a refund is in the process in the amount of $We ask that the customer allow 7-business
days to receive the refund via mailI apologize for the incident and that technician has been spoken with and proper action has been takenPlease contact me with any other concerns or questions you may have regarding this caseThank you
*** ***

In regards to this case, I am unclear of what the desired resolution is that the customer is wantingHe has had one of his two contract visits and the remaining visit will be completed in the fall (on his furnace)I am unsure if he is wanting the pending $back for that visit and to cancel his contractIf so, the customer will need to email ***@aircomfortsolutions.net asking for the refundHe will also need to keep in mind that the service contract is required in order to receive his extended warranty on his equipment, as stated on his proposalClarification would be appreciated so that I am able to further assist the customer, thank you
*** ***
Customer Service Supervisor

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: ***-Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aircomfortsolutions.net
In regards to case# XXXXXXXX, I spoke to the customer this morning and informed her that a refund in the amount of $is
in the process and she should allow 7-business days to receive itThank you
*** ***
Customer Service Supervisor

Honestly all I can go by is what was told to me by the Service Manager, I apologize if a phone call was indeed not made. I personally spoke to the customer yesterday and have since acquired necessary documents needed in order to move forward in resolving the matter. After speaking to the customer yesterday, I gave this information to a Team Field Manager who will be in contact today. Thank you

Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: *** ***, Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aircomfortsolutions.net
Regarding case# XXXXXXXX the customer was given the option of purchasing a part (a control board, for $631) and
instead chose to replace the unitA technician recently went out on a warranty call and informed the customer that they have a year guaranteed warranty, but the extended warranty (as stated on their proposal, in which they signed along with the salesman)reads that the extended warranty is contingent upon an Air Comfort Solutions Energy Savings AgreementSince receiving this complaint I have sent our Service Manager over to meet with the customer to correct the situation and even offered to remove the unit and provide a refundThe customer declined our options and instead wants to speak to his brother who is in the heating and air industry and give us a call back with what he would like to do regarding the situationSo we currently stand in the position to where we are waiting on the customer to get back with usPlease let me know if you need any documents or other information from meThank you
*** ***
Customer Service Supervisor
Initial Consumer Rebuttal /* (3000, 11, 2015/08/04) */
Final Business Response /* (4000, 15, 2015/08/25) */
First and foremost, our Service Manager never got violent with the customerIn fact when the customer came to the door for his arrival he swung the door open while cursing in a violent manner, almost hitting himOur Service Manager brushed that incident off and continued to be professional and attempt to resolve the issue at handHe did offer a refund in the full amount for the unit, customer declined stating he wanted to get his brother in law involved first before making any decisionsOur Service Manager even got a personnel authority from the Construction Industries Board involved with the matter, in hopes of resolving itIf the customer would like the unit removed, once again we will remove itPlease let me know if further information is needed
*** ***
Customer Service Supervisor
Final Consumer Response /* (4200, 17, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At no time, did the representative offer a refundHe did offer to bring back the old system, if it was still aroundAnd that I was free to call another company if I so decidedI informed the representative that I wanted to speak with my brother in law, who is in the same field, before making any decisions

Complaint: ***
I am rejecting this response because: there are no messages left on the phone number given her to communicate with meThe 1st called received was today AFTER this complaint
Sincerely,
*** ***

Mr/Mrs ***had us out to service their A/C on a prepaid visit that he purchased in December Part of this agreement is that we guarantee the system will make it through the summer months or else this service is absolutely freeThe technician could not guarantee this for multiple reasons as
discussed with Mrs***The A/C unit was low on refrigerant due to a leak in the lineset which was detected with an electronic leak detector underneath the houseIf Mr *** had his A/C unit service months prior to us being out this would indicate why the low refrigerant charge was not detectedIn order to get an accurate charge on an A/C system, it must be at least degrees outside which is unlikely in JanuaryIf the customer can provide a service ticket from the other contractor he used, we would like to take a look at the readings indicated on the paperworkAlong with the ref leak the compressor was pulling outside of manufacture specs, the capacitor was outside of manufacture specs, and the thermostat wire was showing bare wiresBefore any of these repairs were made, the technician talked through them with Mrs ***Due to the high repair costs Mrs *** asked what a new AC unit would costAt this time, the technician called a comfort advisor to come out and discuss these optionsOnce the customer weighed out both of the options, both the technician and the comfort advisor asked Mrs*** if she would like to call her husband and discuss and she declinedMrs *** signed the service ticket declining the repair recommendations and authorized us to install the new equipment before the work was startedUpon completion, Mrs*** paid for the installation with her own form of paymentMr *** explained to myself and the office both that their banking was done separatelyACS declines the customer’s request for a refund as Mrs *** authorized the work, declined to discuss options with Husband and paid for install with her own form of payment