Washington Energy Services

We first visited Mr [redacted] ’s residence on August 27th to diagnose why his equipment wasn’t working properly During that appointment we replaced the fuses the Mr [redacted] referenced as being blown This did not solve the issue and further diagnosis revealed that the main control board needed to be replaced We returned on September 16th to install a new main control board This did not resolve the issue and further diagnosis revealed that the inverter control board needed to be replaced We returned on September 22nd to replace the inverter control board This did not resolve the issue and further diagnosis revealed that the PCB board and blower motor on both indoor units had failed and needed replaced We returned on October 18th to replace PCB boards and blower motors on both indoor units The bedroom PCB board was found to be faulty and not functioning and had to be re-ordered We returned on November 18th to replace the faulty PCB board This did not solve the issue Our technician did massive diagnosis on Mr [redacted] ’s system This involved contacting Fujitsu, the equipment manufacturer, technical support and opening a case with them Fujitsu recommended replacing both the fan motor and control board simultaneously on the bedroom unit On December 3rd we returned to perform manufacturer recommended repairs Our technician replaced the parts as suggested and this did not resolve the issue He then spent about an hour on the phone with the manager of our service department trying to further diagnose why this didn’t resolve the issue Fujitsu technical support was not open on Saturday and the technician could not speak to them directly On December 5th our service department manager spent approximately two hours on the phone with Fujitsu technical support trying to find a solution to this issue After that conversation he contacted a local Fujitsu representative to schedule a meeting with the rep, himself and our senior technician that was last at Mr [redacted] ’s residence trying to diagnose the problem The appointment was then set for December 9th On December 9th they all met with Mr [redacted] at his residence to try and resolve this ongoing issue During that appointment Fujitsu technical support was once again contacted While on the phone with Fujitsu they advised to locate inline thermal fuse in the terminal blockThis had not previously been suggested while working with Fujitsu technical support The thermal fuse was blownWe bypassed it temporarily so the system would work The terminal block was ordered and will be replaced at no charge to customer as soon as the part comes in During this entire process the customer was contacted multiple times by our service department manager We have records of calls that were made on September 15th and 28th, November 15th and 30th and December 7th, 12th and 14th We have been actively working to resolve this issue both in-house and with the equipment manufacturer It does seem that we have figured out the root of the problem and that final repair will be made as soon as the new terminal block arrives

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] PLEASE EXCUSE THE ALL CAPITALS I DO NOT TYPE WELL AND I COULD NOT MAKE THE FONT BIGGER SO I COULD READ IT, SO I'M JUST TYPING ALL IN CAPS I'M NOT YELLING :) I am rejecting this response because: NOTES: NO MAITENANCE DONE- INCORRECT , MAITENANCE DONE, COULLD NOT FIND RECORDS, ALSO CAN'T FIND RECORD OF WHO PUT IN MY GARBAGE DISPOSAL, WHO FIXED MY TOILET MONTHS AGO, WHEN I LAST HAD MY TEETH CLEANED I DID NOT KEEP RECORDS AS I SHOULD HAVETHAT IS VERY DIFFERENT THAN I NEVER DID ANY MAITENANCE AGREED WITH THEM YEP, IT'S FILTHY HASN'T BEEN CLEANED SINCE LAST SUMMER, THE FOUR FILTERS ARE FILTHY AFTER ONE MONTH SO YEP , ONE YEAR DUST PRETTY THICK I WAS UPSET BECAUSE MRT [redacted] SAID OH, “BRYANTS GOING TO DENY IT” BEFORE HE WE EVEN TALKED ABOUT ANYTHING.AND BEFORE HE TALKED TO BRYANT AFTER THIS I CALLED BRYANT DIRECTLY TO ASK ABOUT MY WARRANTIES, THEY STATED I HAD 2, ONE FROM THEM, ONE FROM WASHINGTON ENERGY AND MAILED ME A COPY OF MY COVERAGE I ALSO ASKED IF THEY WERE IN THE HABIT OF ISSUING BLANKET DENIALS ON WARRANTY AS WASHINGTON ENERGY IMPLIED THEY WERECOMPANY REP ASSURED ME THEY WERE NOT/WOULD NOT AND THAT THEY WOULD LOOK AT MY CLAIM FAIRLY FROM NOTES FROM WASHINGTON ENERGY " THIS COULD HAVE CAUSED THE PRESSURE TO RUN HIGHER , CAUSING THE ACCUMULATOR TO LEAK." BIG DIFFERENCE BETWEEN COULD AND DIDYES AND THERE COULD BE OTHER REASONS IT LEAKEDIF A COMPANY IS LOOKING TO NOT HONOR A WARRANTY I GUESS THEY COULD/WOULD SLANT IT A CERTAIN WAYANOTHER NOTE SAYS DIRT CAUSED “LIKELY”“FAILURE AGAIN LIKELY? MAY 6TH, ALL I WAS ASKING FOR WAS SOME COMMUNICATION AND INFORMATIONTHEY NEVER TOLD ME HOW MANY HOURS TO FIX, WHAT PARTS NEEDED TO BE REPLACED , WHAT JUST NEEDEDTO BE CLEANED , MAY 11TH NEVER TALKED TO ME ABOUT ADVOCATING FOR ME WITH BRYANT, NEVER TOLD ME WHAT BRYANT WAS WILLING ABLE TO DO OR WHAT WASHINGTON ENERGY WAS WILLING TO DONOT VERBALLY OR IN WRITING MAY , WASHINGTON ENERGY NEVER MADE "SEVERAL ATTEMPTS TO CALL ME AT HOME OR AT WORK, WHEN I FINALLY GOT THROUGH TO MY [redacted] HE JUST SAID " YOUR SHARE OF THE BILL TO CLEAN COIL IS $" NEVER EXPLAINED THAT THE WHOLE COST WAS OR WHAT PROCEDURE HE WAS REFFERING TO? WHY IT WAS THIS MUCH? WHAT WAS BRYANT GOING TO PROVIDE? I STIILL DON'T KNOW WHY IT'S THIS MUCH ?? I CALLED AND ASKED A COUPLE OF OTHER COMPANIES AND THEY SAID THE RANGE TO CLEAN AN INDOOR COIL WOULD BE BETWEEN $250.00-DOLLARS TO CLEAN COIL DEPENDING ON HOW HARD IT WAS TO GET OUT? THIS WOULD BE REASONABLE FOR ME TO PAY AS I WOULD NEED TO GET IT CLEANED ANYWAY THIS SUMMER MAY 13TH DON'T EVEN KNOW WHAT INFO HE IS REFERING TO THAT I RECIEVED ON THE 13TH? -THE ONLY THING HE HAS EVER EMAILED ME PICTURE OF DIRTY COIL /COPY OF COIL WARRANTY STILL DON'T UNDERSTAND WHY THIS IS RELEVANT? AS COIL IS NOT BEING REPLACED? WAITED DAYS TO HEAR FROM THEM , WA ENERGY NEVER CALLED TO SCHEDULE ANYTHING, PROVIDED ANY INFO I DON'T KNOW WHAT THEIR PLAN WAS I RESPONED WITH A DETAILED EMAIL ABOUT WHY I WAS STILL QUESTIONING THEIR RESPONSES AGAIN ASKING FOR WRITTEN INFORMATIONWAITED DAYS CALLED TO SEE IF THEY WOULD RESPOND TO MY QUESTIONS IN WRITING THEY NEVER DIDI CALLED THE 19TH AND ASKED FOR A RESPONSESAID HE'D TRY TO SEND ON FRIDAY AFTERNOONNOTHING RECIEVED, WAITED MONDAY AND TUES , NOTHING RECIEVED ....TUES AFTERNOON I SAT DOWN AND WROTE COMPLAINTS THEY FINALL RESPONDED AFTER I FILED COMPLAINTTO "RESPECTFULLY" PULL THEIR OFFER IS B.SI HAVE TWO WARRANTIES ONE WITH THEM , ONE WITH BRYANTSEE ATTATCHED PAPERWORK I WOULD BE WILLING TO WORK WITH THEM IF THEY WOULD JUST BE REASONABLEINDEED I AM FEARFUL IF I DID DECIDE TO USE SOMEONE ELSE TO REPAIR IT THEY WOULD USE THAT AS AN EXCUSE TO VOID THE LAST YEARS OF MY WARRENTY BECAUSE I HAD ANOTHER COMPANY DO IT AND BECAUSE THEY ARE BEING SO VINDICTIVE I THINK THE THING THAT HAS MADE ME THE MADEST IS NOTHING HAS BEEN "RESPECTFUL" WASHINGTON ENERGY HAS BEEN VERY DIMISSIVE AND DISRESPECTFUL THROUGH OUT THE WHOLE ORDEALTHEY BLAMED ME FROM THE START, FAILED TO COMMUNICATE WITH ME IN A RESONABLE MANNER, REFUSED TO SEND ME ANY WRITTEN PAPERWORKWOULD NOT ANSWER ANY OF MY QUESTIONSOR EXPLAIN ANYTHING THAT THEY WERE DOINGTHEY NEVER CALLED ME, I HAD TO CONTINUALLY CHASE THEM DOWN THEIR WHOLE ATTITUDE HAS BEEN YOU SHOULD BE LUCKY WE ARE EVEN TALKING TO YOU, WE DON'T NEED TO EXPLAIN ANYTHING , ANSWER YOUR QUESTIONS OR PROVIDE YOU WITH ANY PAPERWORKTHIS IS A FAR CRY FROM THEIR BEHAVIOR WHEN I WAS GETTING ESTIMATES AND THEY WANTED ME TO PURCHASE THE HEAT PUMP FROM THEM I PROBABLY WAS NOT AS "NICE" AS I COULD HAVE BEEN BUT I NEVER SWORE, SCREAMED, RAISED MY VOICE, CALLED NAMES ETCBUT YES I WAS/AM FRUSTRATEDI EXPLAINED THAT I HAVE A SEVERLY DISABLED DAUGHTER WHO CANNOT REGULATE HER OWN TEMPERATURE AND WE NEEDED TO GET THINGS GOING ASAP FOR HER SAKE STIILL HOPEFUL THAT I CAN TALK TO SOMEONE ELSE AT THE COMPANY THE OWNER? , AND RECIVE AN ANSWER TO MY QUESTIONS, A WRITTEN QUOTE, AN EXPLAINATION OF WHY IT'S $1800.OO TO CLEAN COIL? MY SHARE 836.00? AND A PLAN TO MOVE FORWARD TO GET IT FIXED BEFORE THE WEATHER GETS HOT Sincerely, [redacted]

*** ***
Dispute Resolution Consultant
Revdex.com
RE: *** ***
Dear Ms***,
In response to Mr*** complaint we offer the following responseNumber one we acknowledge that the wood floor in The *** residence
was damaged by one of our employees during the installation of windows purchased by Mr*** and installed by Washington Energy ServicesThe area that we differ is in the degree of damage done to the floorMr*** sees the damage done to the floor as “extensive” we view the damage done as an area the size somewhere between the size of a quarter and a half dollarWe asked two companies to go to the residence, inspect the damaged area and give us quotes to repairOne company proposed a replacement of wood flooring and an entire refinishThe second company gave us another option for a “touch up repair” to repair the defectThis service is an option that is available when the damaged area is not a large area
The second area that we differ is the disputed amount of $1,I have personally inspected the floor after the repair was completedI was unable to locate the repair until Mr*** showed me the specific location of the repairWith all that being said we are very sorry for our misstep and apologize to Mr*** and his wife for the inconvenienceIn an effort to bring this to a successful conclusion we are hoping to find common ground and meet in the middleIf we can reach this accommodation we will promptly issue a check to Mr*** in the amount of $which I will hand deliver to avoid any further delays
Respectfully,
Greg W***
Fixed Operations
Washington Energy Services LLC
***@washingtonenergy.com

We are disheartened to hear about the frustration and issues Mrs*** has faced with the Bryant furnace installed by Washington Energy Services. Our records indicate the new furnace was installed 8/20/2009. We maintained the furnace in 08/and 12/which was the last time
Washington Energy performed any work on the home. Our next correspondence was on 1/3/when Mrs*** contacted Washington Energy stating the furnace was not working. This was in the middle of an unusual cold spell for our region and, due to high demand for service; our soonest available over capacity appointment was around weeks away. Mrs*** was promised a follow up call but due to an internal documentation error, the second call was not made which was the mistake of Washington Energy and for which we apologize. Mrs*** followed up with Washington Energy services via email on 1/10/describing the situation and communicated that she decided to contract the repairs through another company. The email was directed to our internal customer advocate Brian Y*** who left a message with Mrs*** on 1/10/and then received her call later that same day. MrY*** promised we would look into it and follow upMrY*** contacted Mrs*** on 1/12/to communicate we were still researching the problemOn 1/18/after gathering all the data on the system, MrY*** spoke with Mrs***. MrY*** apologized for the scheduling error and explained why our service department was so far out with the cold front that put pressure on the department. During the call, they reviewed the service history on the unit. Mrs*** communicated that after 12/they had contracted maintenance through another company. MrY*** also assured Mrs*** that when the furnace was originally sold in 2009, both Bryant and Washington Energy Services were not aware of the issueDue to the communication error caused by Washington Energy Services, MrY*** offered Mrs*** a complimentary maintenance plan on the furnace. Mrs*** communicated that they had chosen to contract a maintenance plan with the service provider who performed the repairs to the furnace. MrY*** then asked Mrs*** what her ideal solution would be and she communicated that she felt it would be fair for Washington Energy to compensate her for the $1,incurred in repair and lodging costs when her system was down. MrY*** explained that, even if Mrs*** selected Washington Energy Services to fix the furnace, charges would have been incurred for the service diagnostic visit and repairs to the heat exchanger. There was no agreement made and Brian promised to speak with the VP of Operations and President of the company and follow up with herOn 1/23/17, MrY*** left a voicemail for Mrs***. On 1/25/MrY*** reached Mrs***. He communicated that Washington Energy decided to stay with the decision not to reimburse Mrs*** for the $1,As an alternative solution, MrY*** offered a complimentary duct cleaning service which retails at $again for the communication error by Washington Energy. Mrs*** communicated she wanted to speak with her husband about the offer and that she would contact MrY*** once they discussedOn 1/30/17, Mrs*** contacted MrY*** and declined the duct cleaning service and communicated that they had made the decision to lodge a complaint with the Revdex.comWashington Energy Services accepts that we did not follow up as promised when Mrs***’s furnace stopped working on 1/3/and would like to apologize again to Mrs*** for this error on our part. In good faith, we attempted to compensate for this error by offering free services on the home that we felt would be of value to Mrs*** and her familyThese services were declined. The system that was sold did not have a known issue at the time and there was not an ability to know that the Bryant system Mrs*** selected would have issues in the future. It is important to note that on this model not all secondary heat exchangers failLike all other contractors selling this product, we were informed by the manufacturer that the issue had been resolvedHad we continued to do routine annual maintenance on their gas furnace we likely would have been able to make the customer aware as the secondary heat exchanger began to failWe then could have proactively submitted a request for a warranty claim prior to their “No Heat” situationFurther, even if the customer did select Washington Energy to do the repair work, Mrs*** would have incurred costs for both the diagnostic and repair which were not covered under warranty. To be fair to all of our customers who have dealt with a similar issue and had to incur repair cost to fix an issue with their heating system, we determined the ethical choice would be to not compensate Mrs*** for the repair costs incurred through another contractor. We regret that we could not find a solution that was acceptable for both parties and hope this response helps in clarifying Washington Energy’s position on the matter

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 I disagree with the assessment from Washington Energy Services but in order to reach a conclusion we accept the resolution.Sincerely, *** ***

The refunded requested by the customer was approved and submitted to our accounting department for processing. It appears that our paperwork and the customer's filed complaint with the Revdex.com overlapped each other

Hi ***,You will be receiving a call today from a manager to get someone to come out and service the heat pumpWe do have a yr parts and labor warrantyIf it's related to the work we did, the service fee will be waivedWe will be able to determine that on site. -Carol *** A***

Complaint: [redacted]I am rejecting this response because:
 
Complaint: [redacted]
PLEASE EXCUSE THE ALL CAPITALS I DO NOT TYPE WELL AND I COULD NOT MAKE  THE FONT BIGGER SO I COULD READ IT,  SO I'M JUST TYPING ALL IN CAPS . I'M NOT YELLING :) I am rejecting this response because:
NOTES: NO MAITENANCE DONE- INCORRECT , MAITENANCE DONE, COULLD NOT FIND RECORDS, ALSO CAN'T FIND RECORD OF WHO PUT IN MY GARBAGE DISPOSAL, WHO FIXED MY TOILET 6 MONTHS AGO, WHEN I LAST HAD MY TEETH CLEANED  I DID NOT KEEP RECORDS AS I SHOULD HAVE. THAT IS VERY DIFFERENT THAN I NEVER DID ANY MAITENANCE
AGREED WITH THEM YEP, IT'S FILTHY HASN'T BEEN CLEANED  SINCE LAST SUMMER,  THE FOUR FILTERS ARE FILTHY AFTER ONE MONTH SO YEP , ONE YEAR DUST PRETTY THICK.
I WAS UPSET BECAUSE MR. T[redacted] SAID OH, “BRYANTS GOING TO DENY IT” BEFORE HE WE EVEN TALKED ABOUT ANYTHING.AND BEFORE HE TALKED TO BRYANT.
AFTER THIS I CALLED BRYANT DIRECTLY TO ASK  ABOUT MY WARRANTIES, THEY STATED I HAD 2,  ONE FROM THEM,  ONE FROM WASHINGTON ENERGY AND MAILED ME A COPY OF MY COVERAGE I ALSO ASKED IF THEY WERE IN THE HABIT OF ISSUING BLANKET  DENIALS ON WARRANTY AS WASHINGTON ENERGY IMPLIED THEY WERE. COMPANY REP ASSURED ME THEY WERE NOT/WOULD NOT AND THAT THEY WOULD LOOK AT MY CLAIM FAIRLY
FROM NOTES FROM WASHINGTON ENERGY " THIS COULD HAVE  CAUSED THE PRESSURE TO RUN HIGHER , CAUSING THE ACCUMULATOR TO LEAK."  BIG DIFFERENCE BETWEEN COULD AND DID. YES AND THERE COULD BE 6 OTHER REASONS IT LEAKED. IF A COMPANY IS LOOKING TO NOT HONOR A WARRANTY I GUESS THEY COULD/WOULD SLANT IT A CERTAIN WAY. ANOTHER NOTE SAYS DIRT CAUSED “LIKELY”“FAILURE  AGAIN LIKELY?
MAY 6TH, ALL I WAS ASKING FOR WAS SOME COMMUNICATION AND INFORMATION. THEY NEVER TOLD ME HOW MANY HOURS TO FIX, WHAT PARTS NEEDED TO BE REPLACED , WHAT JUST NEEDEDTO BE CLEANED ,
MAY 11TH NEVER TALKED TO ME ABOUT ADVOCATING FOR ME WITH BRYANT, NEVER TOLD ME WHAT BRYANT WAS WILLING ABLE TO DO OR WHAT WASHINGTON ENERGY WAS WILLING TO DO. NOT VERBALLY OR IN WRITING .
MAY 12 , WASHINGTON ENERGY NEVER MADE "SEVERAL ATTEMPTS TO CALL ME AT HOME OR AT WORK, WHEN I FINALLY GOT THROUGH TO MY[redacted] HE JUST SAID " YOUR SHARE OF THE BILL TO CLEAN COIL IS $836.00 "   NEVER EXPLAINED THAT THE WHOLE COST WAS 1817.00 . OR WHAT PROCEDURE HE WAS REFFERING TO? WHY IT WAS THIS MUCH? WHAT WAS BRYANT GOING TO PROVIDE?  I STIILL DON'T KNOW WHY IT'S THIS MUCH ?? I CALLED AND ASKED A COUPLE OF OTHER COMPANIES AND THEY SAID THE RANGE TO CLEAN AN INDOOR COIL  WOULD BE BETWEEN $250.00-350.00 DOLLARS TO CLEAN COIL DEPENDING ON HOW HARD IT WAS TO GET OUT? THIS WOULD BE REASONABLE FOR ME TO PAY AS I WOULD NEED TO GET IT CLEANED ANYWAY THIS SUMMER...
MAY 13TH DON'T EVEN KNOW WHAT INFO HE IS REFERING TO THAT I RECIEVED ON THE 13TH? -THE ONLY THING HE HAS EVER EMAILED ME PICTURE OF DIRTY COIL /COPY OF COIL WARRANTY . STILL DON'T UNDERSTAND WHY THIS IS RELEVANT? AS COIL IS NOT BEING REPLACED?
WAITED   DAYS TO HEAR FROM THEM ,  WA ENERGY NEVER CALLED TO SCHEDULE ANYTHING,  PROVIDED ANY INFO I DON'T KNOW WHAT THEIR PLAN WAS ....
I RESPONED WITH A DETAILED EMAIL ABOUT  WHY I WAS STILL QUESTIONING THEIR RESPONSES..  AGAIN ASKING FOR WRITTEN INFORMATION. WAITED 2 DAYS CALLED TO SEE IF THEY WOULD RESPOND TO MY QUESTIONS IN WRITING THEY NEVER DID.. I CALLED THE 19TH AND ASKED FOR A RESPONSE. SAID HE'D TRY TO SEND ON FRIDAY AFTERNOON. NOTHING RECIEVED, WAITED MONDAY AND TUES , NOTHING RECIEVED ....TUES AFTERNOON I SAT DOWN AND WROTE COMPLAINTS
 THEY FINALL RESPONDED AFTER I  FILED COMPLAINT. TO "RESPECTFULLY" PULL THEIR OFFER IS B.S. I HAVE TWO WARRANTIES ONE WITH THEM , ONE WITH BRYANT. SEE ATTATCHED PAPERWORK . I WOULD BE WILLING TO WORK WITH THEM IF THEY WOULD JUST BE REASONABLE. INDEED I AM FEARFUL IF I DID DECIDE TO USE SOMEONE ELSE TO REPAIR IT THEY WOULD USE THAT AS AN EXCUSE TO VOID THE LAST 3 YEARS OF MY WARRENTY BECAUSE  I HAD ANOTHER COMPANY DO IT AND BECAUSE THEY ARE BEING SO VINDICTIVE....
I THINK THE THING THAT HAS MADE ME THE MADEST IS NOTHING HAS BEEN "RESPECTFUL" WASHINGTON ENERGY HAS BEEN VERY DIMISSIVE AND DISRESPECTFUL THROUGH OUT  THE WHOLE ORDEAL. THEY BLAMED ME FROM THE START, FAILED TO COMMUNICATE WITH ME IN A RESONABLE MANNER, REFUSED TO SEND ME ANY WRITTEN PAPERWORK. WOULD NOT ANSWER ANY OF MY QUESTIONS... OR EXPLAIN ANYTHING THAT THEY WERE DOING. THEY NEVER CALLED ME, I HAD TO CONTINUALLY CHASE THEM DOWN.    THEIR WHOLE ATTITUDE HAS BEEN YOU SHOULD BE LUCKY WE ARE EVEN TALKING TO YOU, WE DON'T NEED TO EXPLAIN ANYTHING , ANSWER YOUR QUESTIONS OR PROVIDE YOU WITH ANY PAPERWORK. THIS IS A FAR CRY FROM THEIR BEHAVIOR  WHEN I WAS GETTING ESTIMATES AND THEY WANTED ME TO  PURCHASE THE HEAT PUMP FROM THEM.
I PROBABLY WAS NOT AS "NICE" AS I COULD HAVE BEEN BUT I NEVER SWORE, SCREAMED, RAISED MY VOICE, CALLED NAMES ETC. BUT YES I WAS/AM FRUSTRATED. I EXPLAINED THAT I HAVE A SEVERLY DISABLED DAUGHTER WHO CANNOT REGULATE HER OWN TEMPERATURE AND WE NEEDED TO GET THINGS GOING ASAP FOR HER SAKE...
STIILL HOPEFUL THAT I CAN TALK TO SOMEONE ELSE AT THE COMPANY THE OWNER? , AND RECIVE AN ANSWER TO MY QUESTIONS, A WRITTEN QUOTE, AN EXPLAINATION OF WHY IT'S $1800.OO TO CLEAN COIL? MY SHARE 836.00?  AND A PLAN TO MOVE FORWARD TO GET IT FIXED BEFORE THE WEATHER GETS HOT...
Sincerely,[redacted]

[redacted] Below is the response to the homeowner from [redacted], VP of Sales [redacted]My name is [redacted] and I’m the Vice President of Sales at Washington Energy Services.We received your Revdex.com complaint and I’m very sorry for the poor experience, I feel that your review has merit and we earned the poor...

remarks.I have called you at the [redacted] phone number and have also left a message.  Hopefully we can speak soon so we can resolve this and provide what has been promised to you.    Your Home Energy Specialist, [name redacted], no longer works at Washington Energy Services.  [name redacted] submitted the order and when he did, our team identified that he did not price the outdoor unit.  We informed [name redacted] that he would need to contact you, inform you of the mistake he made and see if you would be willing to accept the investment amount with the project priced appropriately. It sounds like he did do this, though he operated outside of our standard operating procedures which requires a home energy specialist to document communication with a customer in our system.  Because he did not follow this procedure, we were unaware that he had been communicating with you and you have reached an agreement.  From the complaint, it sounds like you were more than fair and understanding with the mistake and were willing to accept the job priced correctly.  Unfortunately, it sounds like [name redacted]  did not communicate anything from this point forward which is why we are in this position.As I was the manager of [name redacted] and the manager of the sales team I will take full responsibility for the exceptionally poor customer service that you have received.  I’m very sorry for the poor communication and I’m embarrassed that this is the experience you have had up to this point with Washington Energy. If you are still willing to work with us, I would love to handle this personally and show you what type of experience folks typically get with Washington Energy.Hope you have a great evening.Respectfully,[redacted]VP of SalesWashington Energy Services206-255-8030

We first visited Mr. [redacted]’s residence on August 27th to diagnose why his equipment wasn’t working properly.  During that appointment we replaced the fuses the Mr. [redacted] referenced as being blown.  This did not solve the issue and further diagnosis revealed that the main control...

board needed to be replaced.
We returned on September 16th to install a new main control board.  This did not resolve the issue and further diagnosis revealed that the inverter control board needed to be replaced. 
We returned on September 22nd to replace the inverter control board.  This did not resolve the issue and further diagnosis revealed that the PCB board and blower motor on both indoor units had failed and needed replaced.
We returned on October 18th to replace PCB boards and blower motors on both indoor units.  The bedroom PCB board was found to be faulty and not functioning and had to be re-ordered.
We returned on November 18th to replace the faulty PCB board.  This did not solve the issue.  Our technician did massive diagnosis on Mr. [redacted]’s system.  This involved contacting Fujitsu, the equipment manufacturer, technical support and opening a case with them.  Fujitsu recommended replacing both the fan motor and control board simultaneously on the bedroom unit.
On December 3rd we returned to perform manufacturer recommended repairs.  Our technician replaced the parts as suggested and this did not resolve the issue.  He then spent about an hour on the phone with the manager of our service department trying to further diagnose why this didn’t resolve the issue.  Fujitsu technical support was not open on Saturday and the technician could not speak to them directly.
On December 5th our service department manager spent approximately two hours on the phone with Fujitsu technical support trying to find a solution to this issue.  After that conversation he contacted a local Fujitsu representative to schedule a meeting with the rep, himself and our senior technician that was last at Mr. [redacted]’s residence trying to diagnose the problem.  The appointment was then set for December 9th.
On December 9th they all met with Mr. [redacted] at his residence to try and resolve this ongoing issue.  During that appointment Fujitsu technical support was once again contacted.  While on the phone with Fujitsu they advised to locate inline thermal fuse in the terminal block. This had not previously been suggested while working with Fujitsu technical support.  The thermal fuse was blown. We bypassed it temporarily so the system would work.  The terminal block was ordered and will be replaced at no charge to customer as soon as the part comes in.
During this entire process the customer was contacted multiple times by our service department manager.  We have records of calls that were made on September 15th and 28th, November 15th and 30th and December 7th, 12th and 14th.
We have been actively working to resolve this issue both in-house and with the equipment manufacturer.  It does seem that we have figured out the root of the problem and that final repair will be made as soon as the new terminal block arrives.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]