Twin Air LLC

Please take notice of our statement below in response to the customer’s statement of the problem.November 11, Realtor/Customer called to schedule an appointment for one of our service technicians to check a system as part of a home inspection for one of her clients and requested we give a quote for any repairsThis was the first time she’s contacted us for serviceOffice Manager coordinates for a technician to perform the requested inspection the following MondayOffice Manger communicates that she will call the Realtor/Customer when the technician is en-route per our company policyRealtor/Customer informs our Office Manager to leave a message if she doesn’t answer as she may be with a client and unable to pickup the callOffice Manager creates new Customer in our system, to include name, address of property, and telephone number providedNovember 13, Office Manager creates Work Order # [redacted] in our Field Service Management software to be completed the following MondayTime Stamp: 11/13/4:10:PM November 16, Service Technician picks up Work Order # [redacted] via [redacted] from our Field Service Management softwareTime Stamp: 11/16/8:03:AM Service Technician calls Office Manager per our company’s operating procedure to inform her he is heading to Alexandria to complete Work Order #***Office Manger calls Realtor/Customer and leaves a message (per her instructions) that our service technician is en-routeService Technician selects “En Route” via [redacted] for Work Order # [redacted] in our Field Service Management softwareTime Stamp: 11/16/10:13:AM Service Technician selects “Started” for Work Order # [redacted] via [redacted] in our Field Service Management softwareTime Stamp: 11/16/11:14:PM Service Technician calls Office Manager as no one is at the address providedOffice Manager calls Realtor/Customer again and lets her know our service technician has arrived and is waitingRealtor/Customer giggles and says, “Oh yeah, I forgot to call and tell you I had it taken care ofSorryTotally my fault.” Office Manager selects “On Hold” in our Field Service Management software on behalf of the service technician still waiting at the addressTime Stamp: 11/16/12:52:PM (see attached Work Order log) November 17, Invoice of $is generated as our standard rate for technicians arriving to diagnose any HVAC related issues during regular business hours November 19, Realtor/Customer sends an email via our website stating “I think your bill for $for just showing up is excessiveMy realtor was waiting for a verification of appointment which she did not receiveI suggest we compromise for $65.00” (see attached email) I called the Realtor/Customer to discuss what had happenedDuring the conversation, the Realtor/Customer again confirmed that she had forgotten to call us as she was just “very busy”She also said “I would have had you perform the inspection had I known you were going to bill me.” I assured the Realtor/Customer that this is standard procedureOur technician drove an hour each direction to keep our agreement and meet the request for serviceWe followed through with a voice message as our technician left, which would have given her an hour to call back and cancelThe Realtor/Customer should have cancelled either when she decided she no longer wanted our services or after we called and left a voice messageShe did neitherRealtor/Customer changed to simply saying that she didn’t want to pay the full amount and again brought up splitting the costRealtor/Customer continued that she would tell all of her friends how horrible our customer services was and for us to consider all the business we would lose from her and all her connectionsI responded “I’m sorry you believe that, but perhaps next time simply communicateConsequently, we expect payment for sending a technician all the way out to Alexandria costing us time and money.” Realtor/Customer agreed to pay the amount but would trash our company name December 3, Payment of $received along with a copy of her (previously mentioned) emailIntegrity, honesty, personal responsibility, and service are just a few of the core values that drive our company and define who we areIt is our belief that we held to our core values and followed proper procedures by communicating with the Realtor/Customer and by supplying a service technician in a timely and responsive manner to the request madeThe Realtor/Customer in this case admitted it was her own fault to both our Office Manager and to myself during separate conversationsWe are not responsible for the lack of communication by the Realtor/CustomerWe received payment from the Realtor/Customer in full and consider this matter closedPlease let me know if there is any additional information I can provide about this Reliability ReportWe appreciated the efforts of the Revdex.com to ensure quality in our areaSincerely, Aaron T [redacted] Operations Manager Twin Air, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I was never notified of the fee, they were rude about it when I inquired about it and they did not inform me that they would charge me regardless if the inspection was done or notIt was vague to me when they were coming and if you can't reach someone then why show up at all? The fee is exorbitant and they should have at least of had the courtesy to tell me they were going to charge me regardless and giving me the option to let them go ahead and service the ACInstead they were rude about it, uncompromising and didn't inform me of the procedures
Regards,
*** ***

Please take notice of our statement below in response to the customer’s statement of the problem.November 11, 2015 Realtor/Customer called to schedule an appointment for one of our service technicians to check a system as part of a home inspection for one of her clients and requested we give a...

quote for any repairs. This was the first time she’s contacted us for service. Office Manager coordinates for a technician to perform the requested inspection the following Monday. Office Manger communicates that she will call the Realtor/Customer when the technician is en-route per our company policy. Realtor/Customer informs our Office Manager to leave a message if she doesn’t answer as she may be with a client and unable to pickup the call. Office Manager creates new Customer in our system, to include name, address of property, and telephone number provided. November 13, 2015 Office Manager creates Work Order #[redacted] in our Field Service Management software to be completed the following Monday. Time Stamp: 11/13/2015 4:10:55 PM  November 16, 2015 Service Technician picks up Work Order #[redacted] via [redacted] from our Field Service Management software. Time Stamp: 11/16/2015 8:03:45 AM Service Technician calls Office Manager per our company’s operating procedure to inform her he is heading to Alexandria to complete Work Order #[redacted]. Office Manger calls Realtor/Customer and leaves a message (per her instructions) that our service technician is en-route. Service Technician selects “En Route” via [redacted] for Work Order #[redacted] in our Field Service Management software. Time Stamp: 11/16/2015 10:13:42 AM Service Technician selects “Started” for Work Order #[redacted] via [redacted] in our Field Service Management software. Time Stamp: 11/16/2015 11:14:56 PM Service Technician calls Office Manager as no one is at the address provided. Office Manager calls Realtor/Customer again and lets her know our service technician has arrived and is waiting. Realtor/Customer giggles and says, “Oh yeah, I forgot to call and tell you I had it taken care of. Sorry. Totally my fault.” Office Manager selects “On Hold” in our Field Service Management software on behalf of the service technician still waiting at the address. Time Stamp: 11/16/2015 12:52:31 PM (see attached Work Order log)  November 17, 2015 Invoice of $115 is generated as our standard rate for technicians arriving to diagnose any HVAC related issues during regular business hours.  November 19, 2015 Realtor/Customer sends an email via our website stating “I think your bill for $115 for just showing up is excessive. My realtor was waiting for a verification of appointment which she did not receive. I suggest we compromise for $65.00” (see attached email) I called the Realtor/Customer to discuss what had happened. During the conversation, the Realtor/Customer again confirmed that she had forgotten to call us as she was just “very busy”. She also said “I would have had you perform the inspection had I known you were going to bill me.” I assured the Realtor/Customer that this is standard procedure. Our technician drove an hour each direction to keep our agreement and meet the request for service. We followed through with a voice message as our technician left, which would have given her an hour to call back and cancel. The Realtor/Customer should have cancelled either when she decided she no longer wanted our services or after we called and left a voice message. She did neither. Realtor/Customer changed to simply saying that she didn’t want to pay the full amount and again brought up splitting the cost. Realtor/Customer continued that she would tell all of her friends how horrible our customer services was and for us to consider all the business we would lose from her and all her connections. I responded “I’m sorry you believe that, but perhaps next time simply communicate. Consequently, we expect payment for sending a technician all the way out to Alexandria costing us time and money.” Realtor/Customer agreed to pay the amount but would trash our company name.  December 3, 2015 Payment of $115 received along with a copy of her (previously mentioned) email. Integrity, honesty, personal responsibility, and service are just a few of the core values that drive our company and define who we are. It is our belief that we held to our core values and followed proper procedures by communicating with the Realtor/Customer and by supplying a service technician in a timely and responsive manner to the request made. The Realtor/Customer in this case admitted it was her own fault to both our Office Manager and to myself during separate conversations. We are not responsible for the lack of communication by the Realtor/Customer. We received payment from the Realtor/Customer in full and consider this matter closed. Please let me know if there is any additional information I can provide about this Reliability Report. We appreciated the efforts of the Revdex.com to ensure quality in our area. Sincerely, Aaron T[redacted] Operations Manager Twin Air, LLC