Heating Equipment Company

Sir we will refund your money back, but you need to be aware that our Owner Mr*** has never spoken to you directlyYou were speaking to the Service Manager, the owner was out of town and not available at all during the weekend After a review of all the circumstances, you will be issued a full refund in this matter as per Mr*** himself He wants to make this right and wants it noted that this was corrected by Carrano Air Contracting, Inc

To Whom It May Concern:While we are here to service all your heating and cooling needs, we also cannot send our technicians out on overtime, without being paid to show up We have very scripted call notes, and anytime a call from your development comes through every customer there is informed
that a key will be needed from the managers office to access the roofWe have to make this point due to all the equipment there being heat pump units that require us to access the roof We do try to accommodate our customers schedules due to the fact that not everyone can be home Monday through Friday am to pm and we do understand that In this case you were told that the dispatch fee would be applied to your work being done once rescheduled and you stated that you did not want to use our service anymore and you were going to pay our dispatch fee with no problemsWe would b more than happy to apply the dispatch fee towards your rescheduled service appointment that is always our company policy that is explained to every customer The history on your account says we have have been there at least four times, and yes one was for a leak but the others have been for service and one for replacement of the original equipment located at your address Site notes are there stating that the after hours fee, and the key being needed for roof access was also explained If you say this did not occur I apologize and will address the matter with our staff accordingly to make sure the issue never occurs again We want the opportunity to make this right and are willing to apply the after hours dispatch fee towards your rescheduled appointment.Our office hours are from am to pm Monday through friday and we do offer weekend and emergency appointments as well as holidays for an extra rate that are billed at time and a half This should have been explained to you as well If this was not explained to you please let me know as well so we can address this as well

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:Thank you, I was told that I was speaking to the ownerI am satisfied with the outcome. I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***