Empire Vision Center

08/25/15Response to compliant # [redacted] ***Our company installed a new A/C system for Mr [redacted] on or about 04/22/(SEE EXHIBIT A)One week later our office manager sent them our typical welcome package consisting of the original contract, welcome letter, warranty certification document , owner's manuals, company survey and coupons to give to their friends and neighborsIncluded is a self addressed stamped envelope for the customer to send back the company survey form and the signed copy of the labor warranty contract, which we have both documents here in our office, (SEE EXHIBIT E1,Eand F ) Mr [redacted] requested a special payment arrangement from our company in order for him to be able to afford a new A/C systemWe decided to help Mr [redacted] and his family with the new installation and payment option consisting of $down and they provided us with payments of $with no interest (SEE EXHIBIT A) On or about 05/06/15, customer contacted our office and requested a service callTechnician completed service call, found no problems with the unit and confirmed the system was working properly (SEE EXHIBIT B)After completing his service call, the technician attempted to collect for his work and the customer (Mr [redacted] ) refused to pay for the service requested by him and completed for him on that same dayAs per our Labor Warranty Agreement and document signed and sent into our office by Mr [redacted] , under Paragraph What is not covered in agreement, Section #clearly states, "Any and all service calls, air filters, drain lines, condensate pumps, refrigerant, refrigeration lines existing ducts electrical wiring external from the equipment or any other equipment not listed on the signed face of this agreement" (SEE EXHIBIT E2)The technician called our office to inform management of the situationAfter a few minutes, it was determined that Mr [redacted] did not and would not pay for the service call he requestedTechnician was advised to inform Mr [redacted] that a courtesy would be extended to him this time, there was no collection of service fee, however no more free service calls would be available to Mr [redacted] and to also document that on his paperwork (SEE EXHIBIT B) On 08/10/15, at approximatley 10:am Mr [redacted] called our office to schedule a service call for a possible water leakThe technician arrived around 1:pm to complete service call at his residence that same dayThe daughter refused to pay for service call or sign the documents and became argumentative with our technician (SEE EXHIBIT C)The technician was advised by our office to leave the residence to avoid further conflictMr [redacted] called again around 6:pm to schedule another service call for a possible water leakWe advised him we could send a technician over right away, but an overtime fee would apply because it was way after our operating timeHe refused to pay any overtime fees and instead booked a service call for the following morning at our ratesOn 08/11/15, at approximately 9:am, our technicians arrived at his residence early the following morning and completed the service call, (SEE EXHIBIT D) and they found a partially clogged drain line at his residenceAfter clearing the drain lines, a complete inspection of the A/C equipment was done and it was determined the unit was cooling well with no problemsOur office manager has been very professional and courteous to Mr [redacted] , as she is with all our customersMr [redacted] has been advised that we can supply him with additional copies of the paperwork originally sent to him for an additional feeHe has declined that offerThe customer could have mitigated his water leak damage if he would have allowed us to service him on 08/10/however his daughter decided to argue with the technician additionally we could have been there later that same day however Mr [redacted] decided to wait an additional day (08/11/for service on his water leak issueThe problem he had was not related to any equipment failure but rather a maintenance issueRespectfully Submitted,Roland ***Global A/C & Heating [redacted] ***

08/25/15Response to compliant #[redacted]Our company installed a new A/C system for Mr. [redacted] on or about 04/22/2015 (SEE EXHIBIT A). One week later our office manager sent them our typical welcome package consisting of the original contract, welcome...

letter, warranty certification document , owner's manuals, company survey and coupons to give to their friends and neighbors. Included is a self addressed stamped envelope for the customer to send back the company survey form and the signed copy of the labor warranty contract, which we have both documents here in our office, (SEE EXHIBIT E1,E2 and F ).  Mr. [redacted] requested a special payment arrangement from our company in order for him to be able to afford a new A/C system. We decided to help Mr. [redacted]  and his family with the new installation and payment option consisting of $500.00 down and they provided us with 24 payments of $225.00 with no interest (SEE EXHIBIT A).  On or about 05/06/15, customer contacted our office and requested a service call. Technician completed service call, found no problems with the unit and confirmed the system was working properly (SEE EXHIBIT B). After completing his service call, the technician attempted to collect  for his work and the customer (Mr. [redacted] ) refused to pay for the service requested by him and completed for him on that same day. As per our Labor Warranty Agreement and document signed and sent into our office by Mr. [redacted], under Paragraph What is not covered in agreement, Section  #1 clearly states, "Any and all service calls, air filters, drain lines, condensate pumps, refrigerant, refrigeration lines existing ducts electrical wiring external from the equipment or any other equipment not listed on the signed face of this agreement" (SEE EXHIBIT E2). The technician called our office to inform management of the situation. After a few minutes, it was determined  that Mr. [redacted] did not and would not pay for the service call he requested. Technician was advised to inform Mr. [redacted] that a courtesy would be extended to him this time, there was no collection of service fee, however no more free service calls would be available to Mr. [redacted] and to also document that on his paperwork (SEE EXHIBIT B).  On  08/10/15, at approximatley 10:00 am Mr [redacted] called our office to schedule a service call for a possible water leak. The technician arrived around 1:30 pm to complete service call at his residence that same day. The daughter refused to pay for service call or sign the documents and became argumentative with our technician (SEE EXHIBIT C). The technician was advised by our office to leave the residence to avoid further conflict. Mr. [redacted] called again around 6:30 pm to schedule another service call for a possible water leak. We advised him we could send a technician over right away, but an overtime fee would apply because it was way after our normal operating time. He refused to pay any overtime fees and instead booked a service call for the following morning at our normal rates. On 08/11/15, at approximately 9:00 am, our technicians arrived at his residence early the following morning and completed the service call, (SEE EXHIBIT D) and they found a partially clogged drain line at his residence. After clearing the drain lines, a complete inspection of the A/C equipment was done and it was determined the unit was cooling well with no problems. Our office manager has been very professional and courteous to Mr. [redacted], as she is with all our customers. Mr. [redacted] has been advised that we can supply him with additional copies of the paperwork originally sent to him for an additional fee. He has declined that offer. The customer could have mitigated his water leak damage if he would have allowed us to service him on 08/10/15 however his daughter decided to argue with the technician additionally we could have been there later that same day however Mr. [redacted] decided to wait an additional day (08/11/15 for service on his water leak issue. The problem he had was not related to any equipment failure but rather a maintenance issue. Respectfully Submitted,Roland [redacted]Global A/C & Heating[redacted]