Berg's Heating & Air Conditioning Co

"It is unfortunate that this incident happened. However the statement made here is not accurate. When the customer called in to state that their cooler was not working they did state that our technician had put in a pump for them and that it wasn't working and they requested he come back out. It was at this time that the technician informed the service manager that due to personal reasons he did not want to take the call. The call was then given to a different technician. Upon arrival the customer cursed at our technician because he was not the technician that was requested. The customer than began to berate the technician that was on site and make derogatory remarks about the employee that had done the scheduling. At that point the technician called the office and was instructed to inform the customer that we would not be performing any service for them. The customer than called the office and berated the dispatcher who then put her through to the Service Manager who did inform her that we have the right to refuse service to anyone and due to her behavior would not be continuing with any further service. It was at that point that we contacted the technician that was requested for the call and learned that he had replaced a cooler pump for the customer on his own time. The technician that performed the initial service for this customer was a friend of the customer. He did not perform the initial service as a representative of Berg's Heating and Air Conditioning and we have no record of the service performed in our system. The service performed by the technician was performed during his off hours. If he represented himself as doing the work on the clock with Berg's he misinformed the customer. He was not being paid by Berg's Heating and Air to perform the initial work. The technician informed us that he went over there as a favor to a friend. [member name removed] was never charged any amount of money through Berg's Heating and Air. We can only figure that this was a misunderstanding between the customer and the technician who she is friends with. We have clear records that indicate Berg's Heating and Air did not receive any money from [member name removed]. The technician that performed the service is no longer employed with the company. He had submitted his two weeks notice prior to this customer calling in. Our company does not condone moonlighting and if a technician chooses to perform work for friends and family after hours they are to clearly state that this is not scheduled through the Company. Only calls scheduled directly through our dispatcher are company calls. Our technicians never schedule their own calls directly with customers. We are remiss that this technician seems to have misrepresented themselves and in turn our Company as well. Had the technician not already have submitted his two weeks notice he would have been subject to disciplinary action through our Company. Berg's Heating and Air has been in business for almost 40 years and we pride ourselves on Customer Service. That being said we cannot allow our employees to be subjected to uncalled for behavior or verbal abuse. We have resolved many issues with customers in the past and it is very rare that a customer verbally attack our technicians in the way that this customer did. We had no choice but to inform this customer that we would not be doing any service for them and they were not charged for any call originated directly through our office. Again we are regretful for the misrepresentation, but our Company did not invoice this customer for any work at any time. We suggest that any issues the customer has regarding the amount of money that was paid when they called their friend for a favor be taken up directly with said person."