From: Jerry S [redacted] Date: Mon, Sep 28, at 2:PMSubject: ID [redacted] To: [redacted] Response to customer complaint: I agree with the customer’s complaintShe has waited too long for a resolutionI am willing to install new doors that will clear the furnaceThere will be no extra cost to the customer because of the delay on our end plus her frustrationShe will be contacted this week to schedule the work We strive for customer complete satisfaction and clearly we did not follow through as we should haveI thank the customer for their business and hope this will resolve the issue Sincerely Jerry S*President, WF Hann & Sons
8/30/ Revdex.com Complaint ID: [redacted] To whom it may concern, We were called to the customer’s home July of this year because they had no coolingThe invoice came to $which included a diagnostic fee, a capacitor, refrigerant and leak detecting dyeWe do not go beyond the diagnostic fee without the customer’s approval on service repair costsOur records show the last time we added refrigerant to the system was June 2014, two years ago not one year as the customer has statedWhen we returned a week later it was determined that the unit would be too costly to repairThere was a credit given of $toward a new system with options on different efficienciesOur service technician also added more refrigerant at no additional cost so they could still have cooling while deciding what to do Our quote on new equipment also included additional ductwork modifications to help with improved airflow and eliminate possible problems with the new equipment from air flow issuesSo I have to wonder if there is an apple to apples comparisonWe are not the cheapest contractor in town nor do I want to beIf a customer is getting quotes they must surely be looking for the cheapest price I understand the customer is not happy with our service and that is their rightWe cannot please everyone although that is our goalI am willing to compromise a settlement with the customer as follows: Credit $service agreement fee Credit $leak detector dye Total Credit = $ Regards Jerry S [redacted] President, WF Hann & Sons
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.
Regards,
*** ***
I did receive a credit on my account, it came through I am fine with a senior rep reviewing the damage The painting should be done by Patton Painting - they are familiar with our residence I am not a lawyer - but when dealing with the customers' privacy I would recommend a disclosure - written or verbal - to collect a database of customers equipment is open to many types of issues
Revdex.com:
cc: *** **
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is now satisfactory I know WF Hahn is a very reputable and upstanding company with well-qualified technicians.A technician was out on Friday, October 2, and spend almost the entire day disconnecting the furnace and plumbing, moving the furnace back just a few inches, and reinstalling the plumbing and gas line after adjusting itMost of it was rigid, so he had to do a lot of workHe also worked on my existing doors and got them reinstalled with adequate clearance as well as being hung to where they operate like they originally didHe tested everything so I told him I was satisfied and he left.I would like to withdraw this complaint from their record and restore them to A+ or better status
Regards,
*** ** ***
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 Although some comments about wanting the cheapest price are not true as we actually went with one of the companies in the middleI received that many quotes to perform due diligence as I felt WF Hann prices well over market and the quotes from all companies proved this initial assumption to be correct even without the supposed sales credit that they gaveAs long as they will credit the resoluted amount back to my credit card then I feel this is acceptable
Regards,
*** ***
3-3-
Revdex.com complaint ID: ***
Response to complaint:
The customer purchased a Service Maintenance Agreement last year March He has heating and cooling systems in his houseOne located in the basement and two located in the atticThe system in his basement is years old,
installed in The two systems in his attic are years old, installed in Our company began servicing these units in March We have only been to his house times, last year in March for the heating maintenance, August for his cooling maintenance and February of this year for his heating maintenance again
During the first maintenance inspection March we recommended the filters on the heating system be replaced along with the humidifier water panels and a minor repairThe customer approved the work and paid the invoice $and there were no complaints or questions of cost of serviceThe service maintenance we did in August the invoice was $No filters needed replaced and the air conditioning system was checkedThe service maintenance we completed in February our service technician recommended and quoted the filter and humidifier water panels needed replaced and the customer approved the work invoice for $When we replace a humidifier water panel we do a thorough cleaning of the humidifier and check operationYes you can buy these items for less on the internet and have them delivered to your door stepThen I ask you to go up in your attic, take apart your humidifier, clean the unit, clean the drain, put it back together and test its operationThere is a cost and value to that serviceNo additional repair work beyond maintenance can be done without the customer’s prior approvalOur service manager offered the customer an option to purchase the filters and water panels himself for the next service agreement appointment and our service technician would install them and we would adjust our price accordinglyPlease note that we do not install products, parts or materials purchased by others because we cannot warranty or guarantee the products but offered this option as a resolution for the customer
The first email the customer sent us asked for a price adjustmentHe also stated in his last paragraph and I quote “Your techs show up on time are courteous and spend the time doing what they are supposed to doPlease make an adjustment to this charge and we will continue to have a good relation.” The last sentence is viewed as a threat of a bad relation if we do not complyThere was no mention of any water damage in the emailThere were a total of emails over a three day period between the customer and our service managerThe only mention of damage didn’t come until the last email (three days later) when he was frustrated with not getting a discount after he approved and received the work quoted
Our resolution was to refund $(the balance of the service agreement) and end this soured relationshipThere is no certainty when the water damage happenedAll furnace and humidifier manufactures state in their instructions do not install this equipment in an unconditioned space where freezing may occurThe customer has high efficient condensing furnaces and humidifiers in his atticBoth appliances use or produce waterWe have pictures that show old rusted water stains inside his furnace and also in the auxiliary drain pan under the furnaceWho is to say how old those water stains are and how old his water damaged ceiling is
I feel our refund of $and we both go our separate ways is the final solutionI do not feel we should be liable for water damage from furnaces and humidifiers that were installed years ago in a space that could present problems and possible damageThis is also referenced in the terms and conditions of our maintenance agreements
Jerry S***
President, WF Hann & Sons
8/30/16
Revdex.com
Complaint ID: [redacted]
To whom it may concern,
We were called to the customer’s home July of this year because they had no cooling. The invoice came to $879.50 which included a diagnostic fee, a capacitor, refrigerant and leak detecting dye. We do not go beyond the...
diagnostic fee without the customer’s approval on service repair costs. Our records show the last time we added refrigerant to the system was June 2014, two years ago not one year as the customer has stated. When we returned a week later it was determined that the unit would be too costly to repair. There was a credit given of $835 toward a new system with options on different efficiencies. Our service technician also added more refrigerant at no additional cost so they could still have cooling while deciding what to do.
Our quote on new equipment also included additional ductwork modifications to help with improved airflow and eliminate possible problems with the new equipment from air flow issues. So I have to wonder if there is an apple to apples comparison. We are not the cheapest contractor in town nor do I want to be. If a customer is getting 8 quotes they must surely be looking for the cheapest price.
I understand the customer is not happy with our service and that is their right. We cannot please everyone although that is our goal. I am willing to compromise a settlement with the customer as follows:
Credit $189 service agreement fee
Credit $315 leak detector dye
Total Credit = $504.00
Regards
Jerry S[redacted]
President, WF Hann & Sons
Although it is a W F Hann's policy to schedule and perform our Agreement customers emergencies and Maintenance on their equipment as our first priority and they are scheduled first above our non agreement customers, we also take steps each season each year to provide each Agreement customer with the...
opportunity to get on the maintenance schedule with us as soon as possible. Our company has an electronic phone service that sends out APPAA calls, automated pre post appointments 2 months prior to the season we are entering. Our records show that we called [redacted] residence in April and May and suggested you contact our company to get your maintenance on the schedule. After we have made APPAA calls our contact center will continue to call customers that have not respond to our attempts as well as answer the incoming demand calls trying to get all scheduled. The scheduled maintenance is to be done any time during the season, it is maintenance and does not require that we get there before the season starts but just that we do get on site and check the operation out. We schedule and perform maintenance starting in April and complete the schedule by end of August. Our company monitors the number of maintenance Agreement customers we currently have and will hire additional qualified technicians for full time employment to complete the work. I have not been able to uncover the reason [redacted] residence was told we would not be able to get to you for 7 days. I truly apologize for that response, we actually will work our techs until dark to get to the emergencies each day.Last week instructed our contract administrator to refund 1/2 of your Agreement price back because of the experience they had with this years AC maintenance. Respectfully
3-14-16
Response to complaint ID: [redacted]
I checked with our accounting department and a credit was issued to the customer’s credit card on Feb. 26th.
I would like to accept the customer’s request to have one of our service technicians look at the system to determine where the water damage came from. I will send one of our senior service techs to the customer’s home at no charge and if it’s determined that the water damage occurred from our negligence we will pay for the ceiling repairs.
The picture in question was taken of his furnace in the attic. No other picture of his residence was taken. These are used for documentation of existing conditions as well as before and after pictures of work that was performed and also training purposes. Most, if not every contractor today whether it’s HVAC, plumber, painter, carpenter or electrician will take pictures for documentation. Model and serial numbers of equipment are also documented for warranty purposes and also to advise customers when their equipment is nearing the end of its life span to help them budget for replacement. Our company is licensed by the state of Ohio, bonded and insured. Every employee receives a thorough background check and drug test when they are hired.
We are willing to schedule a service technician to investigate the damage at the customer’s convenience.
Respectfully,
Jerry S[redacted]
President, WF Hann & Sons
From: Jerry S[redacted]Date: Mon, Sep 28, 2015 at 2:57 PMSubject: ID 1[redacted]To: [redacted]
Response to customer complaint:
I agree with the customer’s complaint. She has waited too long for a resolution. I am willing to install new doors that will clear...
the furnace. There will be no extra cost to the customer because of the delay on our end plus her frustration. She will be contacted this week to schedule the work.
We strive for customer complete satisfaction and clearly we did not follow through as we should have. I thank the customer for their business and hope this will resolve the issue.
Sincerely
Jerry S[redacted]President, WF Hann & Sons
From: Jerry S [redacted] Date: Mon, Sep 28, at 2:PMSubject: ID [redacted] To: [redacted] Response to customer complaint: I agree with the customer’s complaintShe has waited too long for a resolutionI am willing to install new doors that will clear the furnaceThere will be no extra cost to the customer because of the delay on our end plus her frustrationShe will be contacted this week to schedule the work We strive for customer complete satisfaction and clearly we did not follow through as we should haveI thank the customer for their business and hope this will resolve the issue Sincerely Jerry S
*President, WF Hann & Sons
8/30/ Revdex.com Complaint ID: [redacted] To whom it may concern, We were called to the customer’s home July of this year because they had no coolingThe invoice came to $which included a diagnostic fee, a capacitor, refrigerant and leak detecting dyeWe do not go beyond the diagnostic fee without the customer’s approval on service repair costsOur records show the last time we added refrigerant to the system was June 2014, two years ago not one year as the customer has statedWhen we returned a week later it was determined that the unit would be too costly to repairThere was a credit given of $toward a new system with options on different efficienciesOur service technician also added more refrigerant at no additional cost so they could still have cooling while deciding what to do Our quote on new equipment also included additional ductwork modifications to help with improved airflow and eliminate possible problems with the new equipment from air flow issuesSo I have to wonder if there is an apple to apples comparisonWe are not the cheapest contractor in town nor do I want to beIf a customer is getting quotes they must surely be looking for the cheapest price I understand the customer is not happy with our service and that is their rightWe cannot please everyone although that is our goalI am willing to compromise a settlement with the customer as follows: Credit $service agreement fee Credit $leak detector dye Total Credit = $ Regards Jerry S [redacted] President, WF Hann & Sons
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.
Regards,
*** ***
I did receive a credit on my account, it came through I am fine with a senior rep reviewing the damage The painting should be done by Patton Painting - they are familiar with our residence I am not a lawyer - but when dealing with the customers' privacy I would recommend a disclosure - written or verbal - to collect a database of customers equipment is open to many types of issues
Revdex.com:
cc: *** **
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is now satisfactory I know WF Hahn is a very reputable and upstanding company with well-qualified technicians.A technician was out on Friday, October 2, and spend almost the entire day disconnecting the furnace and plumbing, moving the furnace back just a few inches, and reinstalling the plumbing and gas line after adjusting itMost of it was rigid, so he had to do a lot of workHe also worked on my existing doors and got them reinstalled with adequate clearance as well as being hung to where they operate like they originally didHe tested everything so I told him I was satisfied and he left.I would like to withdraw this complaint from their record and restore them to A+ or better status
Regards,
*** ** ***
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 Although some comments about wanting the cheapest price are not true as we actually went with one of the companies in the middleI received that many quotes to perform due diligence as I felt WF Hann prices well over market and the quotes from all companies proved this initial assumption to be correct even without the supposed sales credit that they gaveAs long as they will credit the resoluted amount back to my credit card then I feel this is acceptable
Regards,
*** ***
3-3-
Revdex.com complaint ID: ***
Response to complaint:
The customer purchased a Service Maintenance Agreement last year March He has heating and cooling systems in his houseOne located in the basement and two located in the atticThe system in his basement is years old,
installed in The two systems in his attic are years old, installed in Our company began servicing these units in March We have only been to his house times, last year in March for the heating maintenance, August for his cooling maintenance and February of this year for his heating maintenance again
During the first maintenance inspection March we recommended the filters on the heating system be replaced along with the humidifier water panels and a minor repairThe customer approved the work and paid the invoice $and there were no complaints or questions of cost of serviceThe service maintenance we did in August the invoice was $No filters needed replaced and the air conditioning system was checkedThe service maintenance we completed in February our service technician recommended and quoted the filter and humidifier water panels needed replaced and the customer approved the work invoice for $When we replace a humidifier water panel we do a thorough cleaning of the humidifier and check operationYes you can buy these items for less on the internet and have them delivered to your door stepThen I ask you to go up in your attic, take apart your humidifier, clean the unit, clean the drain, put it back together and test its operationThere is a cost and value to that serviceNo additional repair work beyond maintenance can be done without the customer’s prior approvalOur service manager offered the customer an option to purchase the filters and water panels himself for the next service agreement appointment and our service technician would install them and we would adjust our price accordinglyPlease note that we do not install products, parts or materials purchased by others because we cannot warranty or guarantee the products but offered this option as a resolution for the customer
The first email the customer sent us asked for a price adjustmentHe also stated in his last paragraph and I quote “Your techs show up on time are courteous and spend the time doing what they are supposed to doPlease make an adjustment to this charge and we will continue to have a good relation.” The last sentence is viewed as a threat of a bad relation if we do not complyThere was no mention of any water damage in the emailThere were a total of emails over a three day period between the customer and our service managerThe only mention of damage didn’t come until the last email (three days later) when he was frustrated with not getting a discount after he approved and received the work quoted
Our resolution was to refund $(the balance of the service agreement) and end this soured relationshipThere is no certainty when the water damage happenedAll furnace and humidifier manufactures state in their instructions do not install this equipment in an unconditioned space where freezing may occurThe customer has high efficient condensing furnaces and humidifiers in his atticBoth appliances use or produce waterWe have pictures that show old rusted water stains inside his furnace and also in the auxiliary drain pan under the furnaceWho is to say how old those water stains are and how old his water damaged ceiling is
I feel our refund of $and we both go our separate ways is the final solutionI do not feel we should be liable for water damage from furnaces and humidifiers that were installed years ago in a space that could present problems and possible damageThis is also referenced in the terms and conditions of our maintenance agreements
Jerry S***
President, WF Hann & Sons
Please see attached letter
8/30/16
Revdex.com
Complaint ID: [redacted]
To whom it may concern,
We were called to the customer’s home July of this year because they had no cooling. The invoice came to $879.50 which included a diagnostic fee, a capacitor, refrigerant and leak detecting dye. We do not go beyond the...
diagnostic fee without the customer’s approval on service repair costs. Our records show the last time we added refrigerant to the system was June 2014, two years ago not one year as the customer has stated. When we returned a week later it was determined that the unit would be too costly to repair. There was a credit given of $835 toward a new system with options on different efficiencies. Our service technician also added more refrigerant at no additional cost so they could still have cooling while deciding what to do.
Our quote on new equipment also included additional ductwork modifications to help with improved airflow and eliminate possible problems with the new equipment from air flow issues. So I have to wonder if there is an apple to apples comparison. We are not the cheapest contractor in town nor do I want to be. If a customer is getting 8 quotes they must surely be looking for the cheapest price.
I understand the customer is not happy with our service and that is their right. We cannot please everyone although that is our goal. I am willing to compromise a settlement with the customer as follows:
Credit $189 service agreement fee
Credit $315 leak detector dye
Total Credit = $504.00
Regards
Jerry S[redacted]
President, WF Hann & Sons
Although it is a W F Hann's policy to schedule and perform our Agreement customers emergencies and Maintenance on their equipment as our first priority and they are scheduled first above our non agreement customers, we also take steps each season each year to provide each Agreement customer with the...
opportunity to get on the maintenance schedule with us as soon as possible. Our company has an electronic phone service that sends out APPAA calls, automated pre post appointments 2 months prior to the season we are entering. Our records show that we called [redacted] residence in April and May and suggested you contact our company to get your maintenance on the schedule. After we have made APPAA calls our contact center will continue to call customers that have not respond to our attempts as well as answer the incoming demand calls trying to get all scheduled. The scheduled maintenance is to be done any time during the season, it is maintenance and does not require that we get there before the season starts but just that we do get on site and check the operation out. We schedule and perform maintenance starting in April and complete the schedule by end of August. Our company monitors the number of maintenance Agreement customers we currently have and will hire additional qualified technicians for full time employment to complete the work. I have not been able to uncover the reason [redacted] residence was told we would not be able to get to you for 7 days. I truly apologize for that response, we actually will work our techs until dark to get to the emergencies each day.Last week instructed our contract administrator to refund 1/2 of your Agreement price back because of the experience they had with this years AC maintenance. Respectfully
3-14-16
Response to complaint ID: [redacted]
I checked with our accounting department and a credit was issued to the customer’s credit card on Feb. 26th.
I would like to accept the customer’s request to have one of our service technicians look at the system to determine where the water damage came from. I will send one of our senior service techs to the customer’s home at no charge and if it’s determined that the water damage occurred from our negligence we will pay for the ceiling repairs.
The picture in question was taken of his furnace in the attic. No other picture of his residence was taken. These are used for documentation of existing conditions as well as before and after pictures of work that was performed and also training purposes. Most, if not every contractor today whether it’s HVAC, plumber, painter, carpenter or electrician will take pictures for documentation. Model and serial numbers of equipment are also documented for warranty purposes and also to advise customers when their equipment is nearing the end of its life span to help them budget for replacement. Our company is licensed by the state of Ohio, bonded and insured. Every employee receives a thorough background check and drug test when they are hired.
We are willing to schedule a service technician to investigate the damage at the customer’s convenience.
Respectfully,
Jerry S[redacted]
President, WF Hann & Sons
From: Jerry S[redacted]Date: Mon, Sep 28, 2015 at 2:57 PMSubject: ID 1[redacted]To: [redacted]
Response to customer complaint:
I agree with the customer’s complaint. She has waited too long for a resolution. I am willing to install new doors that will clear...
the furnace. There will be no extra cost to the customer because of the delay on our end plus her frustration. She will be contacted this week to schedule the work.
We strive for customer complete satisfaction and clearly we did not follow through as we should have. I thank the customer for their business and hope this will resolve the issue.
Sincerely
Jerry S[redacted]President, WF Hann & Sons