Pleasanton Heating and Air Conditioning

Initial Business Response / [redacted] (1000, 10, 2015/02/19) */ Received response via email: Mr [redacted] , My name is [redacted] and I am the Customer Service Manager/ Marketing Manager for Walnut Creek and Pleasanton Heating and Air Conditioning. I would like to reach an amicable conclusion to the... grievances that you have had with our company. I understand your frustration and anger. I can assure you that the experience that you had with our technician and [redacted] is not par for the course here. We take pride in the fact that we are a small family owned business that has used our experience to build a good client base that has allowed us to grow. With that being said, I hope that you can understand where the rejection that you experienced on the phone with [redacted] came from. In complete honesty, he was upset that we had ordered equipment and scheduled work for our installers to have the work completed in your home per the agreement that was signed. These preparations are costly. When it was decided that the work was not to be performed, we spent a lot of time and money returning the equipment and calling our guys off of work (we actually paid them for a couple of hours so they didn't have a whole day of wages lost to them). It is because of these measures, that we feel personally invested in every job that we do. We value the work ethic that has allowed us to follow the passion [redacted] we have for our industry. Our technicians work very hard and have proven time and time again that they do indeed have outstanding values and are ethical in their approach to offering our clients long term solutions that will save time and money in the long run. Again, I understand your frustration. I do not condone the type of heated exchange that occurred between you, [redacted] and our technician. I am glad that you were able to have an HVAC solution that met your needs. I am willing to refund the full amount that you spent with [redacted] Levering Heating and Cooling of $330. Please look for a check in the mail over the next 2 or 3 business days. Please let me know if you do not receive it. You can also reach out to me by any means at any time. Yours in Service, [redacted]

Initial Business Response /* (1000, 10, 2015/02/19) */
Received response via email:
Mr [redacted],
My name is [redacted] and I am the Customer Service Manager/ Marketing Manager for Walnut Creek and Pleasanton Heating and Air Conditioning. I would like to reach an amicable conclusion to the...

grievances that you have had with our company. I understand your frustration and anger. I can assure you that the experience that you had with our technician and [redacted] is not par for the course here. We take pride in the fact that we are a small family owned business that has used our experience to build a good client base that has allowed us to grow. With that being said, I hope that you can understand where the rejection that you experienced on the phone with [redacted] came from. In complete honesty, he was upset that we had ordered equipment and scheduled work for our installers to have the work completed in your home per the agreement that was signed. These preparations are costly. When it was decided that the work was not to be performed, we spent a lot of time and money returning the equipment and calling our guys off of work (we actually paid them for a couple of hours so they didn't have a whole day of wages lost to them). It is because of these measures, that we feel personally invested in every job that we do.
We value the work ethic that has allowed us to follow the passion [redacted] we have for our industry. Our technicians work very hard and have proven time and time again that they do indeed have outstanding values and are ethical in their approach to offering our clients long term solutions that will save time and money in the long run.
Again, I understand your frustration. I do not condone the type of heated exchange that occurred between you, [redacted] and our technician. I am glad that you were able to have an HVAC solution that met your needs. I am willing to refund the full amount that you spent with [redacted] Levering Heating and Cooling of $330. Please look for a check in the mail over the next 2 or 3 business days. Please let me know if you do not receive it. You can also reach out to me by any means at any time.
Yours in Service,
[redacted]