Production Heating & Cooling, Inc.

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
Regards,
*** ***
Re: complaint # ID***
After reviewing your email with Production's response, I called and spoke with *** on Monday, August 25. At that time he asked what I wanted to resolve the case and I told him cancel that invoice payment of $and refund of $total of monthly payments for service I have not used this year (silver membership)
*** said he would do some research and get back to me that afternoon (as I understood the conversation) he did not question the validity of my case. *** nor anyone from Production has called or emailed to date
There were at least incorrect statements in Production's response letter the most incorrect is the real issue; call records made on June by their technician confirms there was no call made after completion of the work, nor during the time he was at the property. In the response *** stated that the technician made two attempts to call me at ***-***
I inadvertently erased your email with Production's response. Can you please resubmit it
As of today the case has not been resolved
*** ***
*** ***

Response:
*** Thank-you for bringing the customers statement to our attentionMr*** is our Service Manager here at Production Heating & Cooling, IncAt approximately 10:30am on Tuesday, June 24th *** he took an incoming service call request by Mrs*** ***Mrs*** is one
of customers who owns several rental properties in the *** area, and she informed Mr*** that her equipment at the address listed below was not cooling properly and she wanted to request a service call: *** *** ***, ** *** Mr*** gladly scheduled the call for Mrs***, and informed her that once our technician was onsite that he would diagnose the problem 1st and before any repair would be made he would contact her mobile phone at (***)***As is our procedure it was explained to Mrs*** to please be near her phone so that when the technician called to explain the diagnosis, she could inform him to either go ahead with the repair, or to hold offIt is important to note here that Mr*** did ask Mrs*** if she wanted us to perform a leak search on this equipment because a leak was in fact diagnosed on a previous service call dated June 28th, ***Mrs*** declined the technician’s recommendation that day to perform a leak search during that *** service callAnd she declined Mr***’s recommendation June 24th, *** as wellWhen our technician (*** ***) arrived 6/24/*** he in fact diagnosed the system was found to be low on R-refrigerant charge, and without question was in need of a leak searchMrs***’ nephew *** ***, who is also the tenant, was onsite during this diagnosis that day*** (technician) attempted to call the number listed above twice, but never received a return call by Mrs***When our technician explained to *** (tenant) he was having problems reaching Mrs*** he was quite concerned about going ahead with the repairs because he did not get the “authorization” from Mrs***The tenant (*** ***) told him to go ahead and add the refrigerant only, but not perform the leak search at this timeHis comment was that *** would not have wanted him to go without temporary coolingSo our technician added lbsof R-to the system, but made it very clear to the tenant that he could not guarantee how long the system would cool because of the leakThe total billable charge for this service including the $diagnostic fee came to $and the bill was mailed to Mrs*** at her residence in *** ***When Mrs*** called our office on July 7th, *** she stated that our technician never in fact made any such attempt to contact her whatsoeverWhen Mr*** went over the details with her, she became quite irritated and exclaimed she would not pay the billThe conversation ended at that time, and we did not hear back from Mrs*** until 8/5/***When Mrs*** contacted our office the 2nd time on 8/5/*** she was adamant that this bill needed to be waived because we never called to get her approval firstMr*** calmly went over the details of the call with her againHe did in fact apologize to Mrs*** that the connection between her and the technician that day did not take placeHe explained to her that because of her having several properties with us that we did not feel Comfortable not providing temporary service for her nephew on this service callMrs*** again became very upset and even stated she would get an attorneyMr*** Politely told *** he valued her business, and respected her decision to get an attorney, but felt she was obligated to pay the invoiceShe hung up on himWe’re more than happy to discuss this issue with Mrs*** again, and are committed to providing excellent customer serviceShe’d mentioned she was given a 20% discount on previous service calls, but there was no written agreement in her file for this locationWe’ll look forward to her callKind Regards, *** ***n Production Air
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