Absolute Comfort Systems L L C

Received customer complaint from Revdex.com 8/23/ Owner [redacted] called customer and discussed complaint in regards to their recent maintenance visit and service charges Customer was advised of charges prior to repairs being completed by both the present service technician and via phone with Lori in our office Customer agreed to the pricing at the time of service and paid for charges via credit card upon completion Since customer was a current maintenance program customer those services should have received a discount which was not given at that time in our error After [redacted] spoke to customers he offered to give them a discount for being our loyal customers We refunded $back to the Discover card that was provided at the time of service and applied a $credit on account for the services charged The total of the service invoice disputed was $and the credits and refunds covers that amount Customer agreed to resolution and were happy with it Credit card refund completed 8/24/

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 meThe resolution is acceptable and appreciatedThis is also the ONLY issue we have had in 11years of business with Absolute Comfort.The details of the issue are not completeActually, although we paid the $at the outset, we were calling to complain and verify the charges both during and after the visit Unfortunately three times we were told the incorrect billing of $was accurate The actual cost should have been $with a 15% reduction per [redacted] Sr., noted during our phone call I believe [redacted] also mentioned a modification of their current system so that details of the customers contract, and all appropriate discounts and charge modifications, will be available when they arrive on-site for future service or maintenance visits to keep this from happening in the futureThe $refund was made to offset the overcharge originally made, and the additional $was a wonderful gesture by [redacted] as credit on our next contract or any service from Absolute Comfort Sincerely, [redacted] ***

On the date of Sat May 7, *** *** contacted Absolute Comfort Systems answering service requesting service because A“New unit installed by your is not working” B“Thermostat is giving him an error”. Upon contacting the customer, it was discovered that the customer had changed
the systems thermostat that was provided by *** comfort Systems with a Nest Thermostat that he had purchased elsewhere and that the Air conditioner was not turning on. Mr*** was informed that all warranty work must be placed through the proper channels and that he must first contact *** *** regarding any issues and *** *** would then submit a work order to us if needed. He was then also informed that any and all warranty work is done Monday thru Friday to as per *** Comfort Systems contract with *** ***At this point Mr*** was informed of two things. First, that the issue he was experiencing was most likely an electrical issue either from changing out the thermostat himself or something that had occurred during the electrical wiring. Secondly, that *** Comfort System’s does not wire the HVAC Systems per Local Union Contract and all electrical wiring is performed by *** ***’s electrical contractor. This is why it is necessary to contact *** *** with the warranty request so they can find the appropriate contractor to get to his home to do the repairs. ***’s Comfort Systems is not liable for any electrical issues in the home. Mr*** then demanded that we service his equipment because “our” air conditioner was the problem. We informed Mr*** that he can pay for an emergency service call and then bill the builder for the repairs. He then requested that we should come out and bill *** *** upon which we explained that this is not our procedure and that we have to guarantee payment for services rendered. At this point there was a heated discussion which ended when Mr*** began to use foul language and told us to Fk off. We did try to reach back with him later to try and remedy the situation but Mr*** informed us that he had contacted another company and would be seeking reimbursement from the builder and then told us to Fk off once again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Upon receiving the Revdex.com complaint from Mr. [redacted] the information was forwarded to the owner, Mr. [redacted].  The owner then called Mr. [redacted] and discussed the issues he had experienced with our service agreements and the previous employee, Adam mistakes.  The previous employee...

misspoke in regards to our servicing geothermal systems and quoted inaccurate pricing for the service of that system.  We apologized for the confusion and the frustration that the customer experienced.  We agreed to refund Mr. [redacted] the $120.00 requested.

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. The resolution is acceptable and appreciated. This is also the ONLY issue we have had in 11years of business with Absolute Comfort.The details of the issue are not complete. Actually, although we paid the $150 at the outset, we were calling to complain and verify the charges both during and after the visit.  Unfortunately three times we were told the incorrect billing of $150 was accurate.  The actual cost should have been $75 with a 15% reduction per [redacted] Sr., noted during our phone call.  I believe [redacted] also mentioned a modification of their current system so that details of the customers contract, and all appropriate discounts and charge modifications, will be available when they arrive on-site for future service or maintenance visits to keep this from happening in the future. The $86.25 refund was made to offset the overcharge originally made, and the additional $63.75 was a wonderful gesture by [redacted] as credit on our next contract or any service from Absolute Comfort.
Sincerely,
[redacted]

On the date of Sat May 7, [redacted] contacted Absolute Comfort Systems answering service requesting service because A. “New unit installed by your is not working” B. “Thermostat is giving him an error”.  Upon contacting the customer, it was discovered that the customer had changed the...

systems thermostat that was provided by [redacted] comfort Systems with a Nest Thermostat that he had purchased elsewhere and that the Air conditioner was not turning on.  Mr. [redacted] was informed that all warranty work must be placed through the proper channels and that he must first contact [redacted] regarding any issues and [redacted] would then submit a work order to us if needed.  He was then also informed that any and all warranty work is done Monday thru Friday 8 to 5 as per [redacted] Comfort Systems contract with [redacted]. At this point Mr. [redacted] was informed of two things.  First, that the issue he was experiencing was most likely an electrical issue either from changing out the thermostat himself or something that had occurred during the electrical wiring.  Secondly, that [redacted] Comfort System’s does not wire the HVAC Systems per Local 36 Union Contract and all electrical wiring is performed by [redacted]’s electrical contractor.  This is why it is necessary to contact [redacted] with the warranty request so they can find the appropriate contractor to get to his home to do the repairs.  [redacted]’s Comfort Systems is not liable for any electrical issues in the home.  Mr. [redacted] then demanded that we service his equipment because “our” air conditioner was the problem.  We informed Mr. [redacted] that he can pay for an emergency service call and then bill the builder for the repairs.  He then requested that we should come out and bill [redacted] upon which we explained that this is not our procedure and that we have to guarantee payment for services rendered.  At this point there was a heated discussion which ended when Mr. [redacted] began to use foul language and told us to Fk off.  We did try to reach back with him later to try and remedy the situation but Mr. [redacted] informed us that he had contacted another company and would be seeking reimbursement from the builder and then told us to Fk off once again.

Received customer complaint from Revdex.com 8/23/17.  Owner [redacted] called customer and discussed complaint in regards to their recent maintenance visit and service charges.  Customer was advised of charges prior to repairs being completed by both the present service technician and via phone...

with Lori in our office.  Customer agreed to the pricing at the time of service and paid for charges via credit card upon completion.  Since customer was a current maintenance program customer those services should have received a discount which was not given at that time in our error.  After [redacted] spoke to customers he offered to give them a discount for being our loyal customers.  We refunded $86.25 back to the Discover card that was provided at the time of service and applied a $63.75 credit on account for the services charged.  The total of the service invoice disputed was $150.00 and the credits and refunds covers that amount.  Customer agreed to resolution and were happy with it.  Credit card refund completed 8/24/17

I am 64 yrs old and work from home. We spent the money for an $8000 high end system so we could forget about it for 10 -15 years. Within two days the system wasn't working. Within another couple of months, both the indoor and outdoor coils had to be replaced and, while the coils were under warranty (after I contacted Carrier) I was charged for all the labor (2.25 hours and over $500 - nice at $215/hr). The customer service mgr said they had overhead and salaries to pay Every time the temp goes below 25 or so outside, the system goes down and I'm sitting here freezing again. 10+ visits within under two years. Can't understand why they are in business