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Terms and Conditions Dispute
Purchased maintanance agreement because of impressive cooling and heating equipment checklist (see back of contract). Just received HVAC service under maintenance agreement. Only one work item performed, of 18 on list. No record of any readings, from items on checklist; means no baseline to evaluate HVAC performance or technician recommendations for future service. Technician unfamiliar with HVAC operation and spent extra time and charged for unrelated work; just attached the cover, which he removed, for the unit to operate correctly. I MHO, Coolray did not meet the terms and conditions of its maintenance contract. I am asking that this concerned be addressed.
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Inappropriate?All checks and services mentioned are indeed provided. If the technician did not list each specifically I do apologize for that; but that by no means implies that Coolray has misrepresented the work performed or did not live up to their end of the agreement. If you would like, I would be more than happy to send another Technician out and perform the Maintenance again. I must ask, are you experiencing a deficiency in cooling? Is it not performing at it’s capacity?
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Inappropriate?1. With all due respect, the checklist items were *not* performed, except for reading the refrigerant charge. I was present during the entire visit and observed all of the technician's work. For example, only one *broken* gauge was used (refrigerant charge). That gauge was not used on the electrical ("amp and volt draw") and temperature ("temperature drop") aspects of the system; neither does it "maintain the 1" filter," as straight forward examples of work not performed. As noted previously, there is no record of these readings, which is the baseline for deciding on future work. This is the basis of work integrity.
2. The technician created work and charged me for it, because he did not know the operation of my unit. Without the cover attached, the unit does not work correctly, which he suddently recalled. I should be refunded the charge for the unnecessary work performed, which was $44.
3. I took time off from work to be present for this service call, which was not performed in accordance with the maintenance agreement. In view of the inconvenience that a second appointment will cause me, I am requesting a post 5:00 p.m. appointment, which would have to executed tomorrow *and* the refund for made-up work in item #2. If not tomorrow, then the next opportunity will be the following week. This technician should come prepared to leave written documentation of readings and work completed.
Thank you
I’m frustrated
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Inappropriate?Coolray would be more than happy to not only refund the $44.00 for “created work”; but we would also like to refund the amount paid for the entire Maintenance Agreement level of mistrust you have now acquired with our company I unfortunately do not see a beneficial and trusting relationship developing.
I apologize greatly for the sub par Service you have received and the Technician will be dealt with accordingly. Coolray indeed values it’s customers and understands fully they are the lifeblood of our organization and are quite frankly embarrassed by the service you have received. I will research your account and process the refunds ASAP. Thank you. -
Inappropriate?Well, not quite the customer retention and prospective business strategy that I would have envisioned.
Please let me know the total refund amount and when I should expect to receive it.
Thank you.
I’m perplexed but ready to move on
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Inappropriate?Your total refund amount will be $177.20. This is for the Maintenance Agreement purchased at discounted price of $133.20 and the $44.00 you felt was “created” during the service call. The refrigerant added in the amount of $67.00 will not be refunded. The Technician had also made a recommendation to have a leak search done due to the refrigerant needed to get it to proper charge, so if you are experiencing any further deficiencies in cooling I would make sure that your next HVAC contractor is aware of that. The refund should be processed by the end of this week and sent to you early next week.
I again apologize for the services you received by our Technician and wish you luck in the future.
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this solves the problem
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Inappropriate?Thank you for replying with the refund total and the processing-time estimate. Was not expecting refund for coolant charge.
The ongoing point that continues to be lost in this conversation is that basis for a credible work recommendation is:
1. Calibrated, reliable equipment by any technician at any time and
2. A written record of readings.
Basis those two items, then we have baseline data against which to evaluate work and service recommendations, such as the suggested leak test. Those two items contribute to professional integrity and appear in other trades. I hope that Coolray builds them into their work processes.
Thank you.
I’m Experiencing miscommunication
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Inappropriate?Would you please update when I should expect to receive the refund of $177.20?
Thank you.
I’m concerned
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Inappropriate?Hi John,
You have been refunded:
$133.20 was credited back on your card on 6/24/09 and $44.00 was refunded by check on 6/25/09. Please give us a call if you need to discuss this further. Thank you.
EMPLOYEE
EMPLOYEE
