Twin Cities Furnace Cleaning, Inc.

Initial Business Response /* (1000, 5, 2014/12/22) */
On Tuesday, 10/28, our technician was out to your house to clean the fireplace/chimneyAt that time, he mentioned to you that the damper was "loose," to which you replied, he reports, that you were aware of that and it had been that way for
some timeHe finished his cleaning and leftShortly after Thanksgiving, you called our office to report an issue, explaining that the technician had told you the damper was loose and that, indeed, when you went to start a fire over Thanksgiving, the house filled with smokeWhen we contacted the technician, he said that he had informed you that the damper was loose, and there was nothing further he could do--we simply don't do repairsWhen the situation was escalated to the company owner, he mistook you for someone else with whom he had recently had several tense conversations, and he was admittedly abrupt with youFor that he sincerely apologizesWe have since pulled the invoice associated with your job and realized that, unfortunately, our technician failed to indicate on the invoice that he had noted the damper was looseHe belatedly conceded this, saying, "That was my bad." That oversight puts the ball back in our court, and we are willing to reimburse you for the cost associated with having your damper repaired by a third partyWe welcome the opportunity to resolve the situationYou can contact us at *** to arrange resolution/reimbursement(Please provide at least two estimates from different contractors for the cost of the repair.)

Initial Business Response /* (1000, 5, 2015/08/20) */
We appreciate your feedback and are very sorry for your trouble.
We understand the inclination to conclude that because your unit fell into disrepair soon after our visit that this was a direct result of the actions of our technicians, and...

the unexpected expense would understandably leave one searching for an explanation or a remedy. However, the fact that the AC worked for several days immediately after our visit is a fairly reliable indicator that this was unlikely the case. Additionally, a compressor blown as a result of a refrigerant recharge is a compressor on its last legs, so to speak. A properly functioning compressor in good repair would not have been "blown" by a recharge.
With that said, we are sympathetic to your circumstances and will negotiate in good faith. We are willing to concede the possibility, however remote, that our work was a factor in your problems, and we offer you a refund for our services rendered that day ($434.23).
We'd like to add, however, that one particular aspect of your feedback was deeply unsettling and cannot remain intact: the suggestion that there was a deliberate attempt to deceive. Nick and Roy are two of our most experienced technicians. But more importantly--and this is key--neither of them would ever deliberately mislead a customer regarding services needed. Please ask yourself sincerely whether during your interaction with them they came across as dishonest or unscrupulous.
We appreciate the opportunity to dispel this notion, and to address your concerns in good faith and offer you a refund. We will send a check for the above-stated amount to the address we have on file for you.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with getting my money back.
Final Business Response /* (1000, 15, 2015/10/13) */
Due to an administrative oversight, our refund check to the customer was not mailed, and unfortunately, the oversight was not detected until the consumer re-contacted the Revdex.com. We are very sorry for this oversight. The individual responsible for the oversight called the customer immediately upon receiving notification from the Revdex.com and informed customer check would be in the mail TODAY 10/12/15. Informed customer she should receive it within a few days, and to please let us know if she does not. Extremely unfortunate. Our sincere apologies; we take full responsibility.
Final Consumer Response /* (2000, 17, 2015/10/23) */