Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Thank you for your efforts to have Williams Comfort Air to address my concerns All of my questions were not answered Can you please request a company representative please pick up the phone and call me to answer the questions unanswered and to resolve my concerns? Regards, [redacted]
Below are the question’s asked by the client as well as the answers Do you have a service level percentage of appointments cancelled that you can share with me? Answer: Less than 1% Is it customary to contact a customer if a service technician is not able to keep an appointment? Answer: Yes, it is customary What steps will you be taking to make sure customers are contacted when cancelling an appointment? Answer: Phone calls are made to clients that need to be rescheduledNotes are updated in the client’s history regarding time and date of rescheduling as well as reason Does Williams Comfort Air have a system that alerts a Customer service representative that an appointment is still pending when the scheduled time has elapsed? Answer: Our software gives us a red alert when a scheduled time has elapsed Can you tell me how Williams Comfort Air fails to pass on this type of credit? What process can Williams Comfort Air implement to make sure the customer receives this type of credit as promised? Answer: The credit for the service call fee when a new unit or new system is sold, is taken off of the price of the new unit or systemThere are notes made in our software program to ensure this happensIt is possible for human error, which happened in this instance, that we were happy to refund and make right Can you share with me the steps Williams Comfort Air installers take to insure the job site is cleaned up and all equipment is removed to be recycled as promised? How was this step missed during my visit? Answer: Our installation team has a check list when installing new equipmentWe have apologized for the error, removed the piece of equipment that was left Can you tell me if my Consultant is properly trained to recommend a system that is the best fit for a home and that the system he recommends can actually be installed by your employees? Answer: Our sales consultants go through extensive training that includes a load calculation on the homeAll of our consultants have been in the HVAC industry for over yearsI also would like to know how many other customers were quoted a price to replace the refrigerant lines only to be told the refrigerant lines could not be installed because the sales Consultant failed to thoroughly inspect the location of the new system Is this perhaps a bait and switch sales tactic to give Williams Comfort Air an upper hand on the competitor? Is it customary to begin installing a system prior to checking if everything can be installed? Answer: This was an instance where once we found the lines ran through up and through the attic, the installation could not completeWe have since had our supervisor out to give the optionsThe refrigerant lines will be replaced in the home as soon as we hear from the client to scheduleWe do not have bait and switch tactics
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have twice requested Williams Comfort Air to answer my questions asked in my original email to them dated July I still do not have answers provided by them They admit some mistakes had taken place, they offer to show me a can of flush to prove my system was not compromised? Their own salesperson told me that is the lines are not properly cleaned it can compromise a system What does a can of flush prove? Their response only brings up more questionsI need my questions answered along with a few others in order to try and resolve this issue I need someone from Williams Comfort Air to contact me with the answers to my questions originally asked July 5, along with some new questions I need some one that is responsive Please Help!
Regards,
*** ***
Below are the question’s asked by the client as well as the
answers.
Do you have a service level percentage of appointments
cancelled that you can share with me? Answer: Less than 1%
Is it customary to contact a customer if a service
technician is not able to keep an appointment? Answer: Yes, it is
customary
What steps will you be taking to make sure customers are
contacted when cancelling an appointment? Answer: Phone calls are made to
clients that need to be rescheduled. Notes are updated in the client’s history
regarding time and date of rescheduling as well as reason.
Does Williams Comfort Air have a system that alerts a
Customer service representative that an appointment is still pending
when the scheduled time has elapsed? Answer: Our software gives us a red
alert when a scheduled time has elapsed.
Can you tell me how Williams
Comfort Air fails to pass on this type of credit? What process
can Williams Comfort Air implement to make sure the customer receives this type
of credit as promised? Answer: The credit for the service call fee when a
new unit or new system is sold, is taken off of the price of the new unit or
system. There are notes made in our software program to ensure this happens. It
is possible for human error, which happened in this instance, that we were
happy to refund and make right.
Can you share with me the steps
Williams Comfort Air installers take to insure the job site is cleaned up and
all equipment is removed to be recycled as promised? How was this step
missed during my visit? Answer: Our installation team has a check list when
installing new equipment. We have apologized for the error, removed the piece
of equipment that was left.
Can you tell me if my Consultant
is properly trained to recommend a system that is the best fit for a home
and that the system he recommends can actually be installed by your employees? Answer:
Our sales consultants go through extensive training that includes a load calculation
on the home. All of our consultants have been in the HVAC industry for over 10
years. I also would like to know how many other customers were quoted a price
to replace the refrigerant lines only to be told the refrigerant lines could
not be installed because the sales Consultant failed to thoroughly inspect
the location of the new system. Is this perhaps a bait and switch
sales tactic to give Williams Comfort Air an upper hand on the
competitor? Is it customary to begin installing a system prior to
checking if everything can be installed? Answer: This was an
instance where once we found the lines ran through up and through the attic,
the installation could not complete. We have since had our supervisor out to
give the options. The refrigerant lines will be replaced in the home as soon as
we hear from the client to schedule. We do not have bait and switch tactics.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Thank you for your efforts to have Williams Comfort Air to address my concerns. All of my questions were not answered. Can you please request a company representative please pick up the phone and call me to answer the questions unanswered and to resolve my concerns?
Regards,
[redacted]
Williams Comfort Air would like to apologize for the original
missed service appointment. We admittedly made an error regarding the
appointment but were able to get to the home the following Monday. According to
our records, our service technician suggested to replace the system due the...
age
of the system. Our fully trained salesmen, gave options for replacement of the
heating and cooling system. The salesman has been with the HVAC industry for
over 20 years. A new system was installed on June 27, 2014. The new system
included a follow-up season maintenance visit as well as a plumbing maintenance
agreement. This was not paid for separately but did state the value given to
the client. We flushed the refrigerant lines before installation of the new
system. We would be happy to show the client the can of flush to prove the
system was not compromised.
An appointment with our installation supervisor was
scheduled for Friday July 11th. This was scheduled to address the
issues the client had and find a solution. The supervisor gave 2 options on
replacing the refrigerant lines and tried to schedule the appointment. The
client stated he would need to figure out when this could be done and call to schedule.
In conclusion, Williams Comfort Air admits there were a
couple mistakes made and has apologized and found solutions. We have refunded
his original service call fee and gave 2 options on replacement of the
refrigerant lines. Williams Comfort Air is awaiting Mr. [redacted]’s call to schedule
the replacement. We would like to extend a 3 year heating and cooling
maintenance agreement to Mr. [redacted], free of charge, in an effort to continue
to earn his trust.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Thank you for your efforts to have Williams Comfort Air to address my concerns All of my questions were not answered Can you please request a company representative please pick up the phone and call me to answer the questions unanswered and to resolve my concerns? Regards, [redacted]
Below are the question’s asked by the client as well as the answers Do you have a service level percentage of appointments cancelled that you can share with me? Answer: Less than 1% Is it customary to contact a customer if a service technician is not able to keep an appointment? Answer: Yes, it is customary What steps will you be taking to make sure customers are contacted when cancelling an appointment? Answer: Phone calls are made to clients that need to be rescheduledNotes are updated in the client’s history regarding time and date of rescheduling as well as reason Does Williams Comfort Air have a system that alerts a Customer service representative that an appointment is still pending when the scheduled time has elapsed? Answer: Our software gives us a red alert when a scheduled time has elapsed Can you tell me how Williams Comfort Air fails to pass on this type of credit? What process can Williams Comfort Air implement to make sure the customer receives this type of credit as promised? Answer: The credit for the service call fee when a new unit or new system is sold, is taken off of the price of the new unit or systemThere are notes made in our software program to ensure this happensIt is possible for human error, which happened in this instance, that we were happy to refund and make right Can you share with me the steps Williams Comfort Air installers take to insure the job site is cleaned up and all equipment is removed to be recycled as promised? How was this step missed during my visit? Answer: Our installation team has a check list when installing new equipmentWe have apologized for the error, removed the piece of equipment that was left Can you tell me if my Consultant is properly trained to recommend a system that is the best fit for a home and that the system he recommends can actually be installed by your employees? Answer: Our sales consultants go through extensive training that includes a load calculation on the homeAll of our consultants have been in the HVAC industry for over yearsI also would like to know how many other customers were quoted a price to replace the refrigerant lines only to be told the refrigerant lines could not be installed because the sales Consultant failed to thoroughly inspect the location of the new system Is this perhaps a bait and switch sales tactic to give Williams Comfort Air an upper hand on the competitor? Is it customary to begin installing a system prior to checking if everything can be installed? Answer: This was an instance where once we found the lines ran through up and through the attic, the installation could not completeWe have since had our supervisor out to give the optionsThe refrigerant lines will be replaced in the home as soon as we hear from the client to scheduleWe do not have bait and switch tactics
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have twice requested Williams Comfort Air to answer my questions asked in my original email to them dated July I still do not have answers provided by them They admit some mistakes had taken place, they offer to show me a can of flush to prove my system was not compromised? Their own salesperson told me that is the lines are not properly cleaned it can compromise a system What does a can of flush prove? Their response only brings up more questionsI need my questions answered along with a few others in order to try and resolve this issue I need someone from Williams Comfort Air to contact me with the answers to my questions originally asked July 5, along with some new questions I need some one that is responsive Please Help!
Regards,
*** ***
Below are the question’s asked by the client as well as the
answers.
Do you have a service level percentage of appointments
cancelled that you can share with me? Answer: Less than 1%
Is it customary to contact a customer if a service
technician is not able to keep an appointment? Answer: Yes, it is
customary
What steps will you be taking to make sure customers are
contacted when cancelling an appointment? Answer: Phone calls are made to
clients that need to be rescheduled. Notes are updated in the client’s history
regarding time and date of rescheduling as well as reason.
Does Williams Comfort Air have a system that alerts a
Customer service representative that an appointment is still pending
when the scheduled time has elapsed? Answer: Our software gives us a red
alert when a scheduled time has elapsed.
Can you tell me how Williams
Comfort Air fails to pass on this type of credit? What process
can Williams Comfort Air implement to make sure the customer receives this type
of credit as promised? Answer: The credit for the service call fee when a
new unit or new system is sold, is taken off of the price of the new unit or
system. There are notes made in our software program to ensure this happens. It
is possible for human error, which happened in this instance, that we were
happy to refund and make right.
Can you share with me the steps
Williams Comfort Air installers take to insure the job site is cleaned up and
all equipment is removed to be recycled as promised? How was this step
missed during my visit? Answer: Our installation team has a check list when
installing new equipment. We have apologized for the error, removed the piece
of equipment that was left.
Can you tell me if my Consultant
is properly trained to recommend a system that is the best fit for a home
and that the system he recommends can actually be installed by your employees? Answer:
Our sales consultants go through extensive training that includes a load calculation
on the home. All of our consultants have been in the HVAC industry for over 10
years. I also would like to know how many other customers were quoted a price
to replace the refrigerant lines only to be told the refrigerant lines could
not be installed because the sales Consultant failed to thoroughly inspect
the location of the new system. Is this perhaps a bait and switch
sales tactic to give Williams Comfort Air an upper hand on the
competitor? Is it customary to begin installing a system prior to
checking if everything can be installed? Answer: This was an
instance where once we found the lines ran through up and through the attic,
the installation could not complete. We have since had our supervisor out to
give the options. The refrigerant lines will be replaced in the home as soon as
we hear from the client to schedule. We do not have bait and switch tactics.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Thank you for your efforts to have Williams Comfort Air to address my concerns. All of my questions were not answered. Can you please request a company representative please pick up the phone and call me to answer the questions unanswered and to resolve my concerns?
Regards,
[redacted]
The Director of Sales for Williams Comfort Air has spoken to this client on Monday 8/4/2014.
Williams Comfort Air would like to apologize for the original
missed service appointment. We admittedly made an error regarding the
appointment but were able to get to the home the following Monday. According to
our records, our service technician suggested to replace the system due the...
age
of the system. Our fully trained salesmen, gave options for replacement of the
heating and cooling system. The salesman has been with the HVAC industry for
over 20 years. A new system was installed on June 27, 2014. The new system
included a follow-up season maintenance visit as well as a plumbing maintenance
agreement. This was not paid for separately but did state the value given to
the client. We flushed the refrigerant lines before installation of the new
system. We would be happy to show the client the can of flush to prove the
system was not compromised.
An appointment with our installation supervisor was
scheduled for Friday July 11th. This was scheduled to address the
issues the client had and find a solution. The supervisor gave 2 options on
replacing the refrigerant lines and tried to schedule the appointment. The
client stated he would need to figure out when this could be done and call to schedule.
In conclusion, Williams Comfort Air admits there were a
couple mistakes made and has apologized and found solutions. We have refunded
his original service call fee and gave 2 options on replacement of the
refrigerant lines. Williams Comfort Air is awaiting Mr. [redacted]’s call to schedule
the replacement. We would like to extend a 3 year heating and cooling
maintenance agreement to Mr. [redacted], free of charge, in an effort to continue
to earn his trust.