Duncklee Inc

"We worked very closely with [member name removed] when they originally purchased the system in September 2012 from us. We held the system here while they made payments, and we didn’t charge any interest charges. Also we worked closely with their friend who made the final payment so they could get their system installed sooner than later. When these two ladies called screaming at our office staff that there system was set at 68 degrees and the room was reading 69 degrees we thought they were kidding about the one degree difference, but as the conversation from these two women grew hostile, they proceed to not only scream obscenities at my staff they left vulgar voice mail messages that I saved and would be happy to share them with anyone who wants to hear the vicious, selfish and belligerent attitude of these two women. We tried to explain to them a few things to them in between their barrage of insults: 1. You have air conditioning, it works, and we have customer who have systems not working and they would need to wait for a service call. 2. That the system will only give you about a 20 degree difference from indoor to outdoor temperature and it was approaching 90 degrees outside. So if its 90 outside you should achieve 70 inside A one degree difference is not a sign the system is broken and that if we come for a service call and nothing is wrong there will be a charge for the service call. In our 40 years of business we have never had anyone call here screaming at us that there is a 1 degree difference and that we must come now! We do not service clients that are abusive and hostile. At this point we told these two women that we will no longer be serving their system. I did reach out to their friend that helped pay for their system so they could get it installed and asked if there was something emotionally wrong with them and her response was I don’t want to get involved, and that they have anger issues. Lastly, we do not respond to messages with such an aggressive and abusive attitude. So I ignored all belligerent messages they left on my voice mail system. Finally, [member name removed] did call to apologize about their irrational behavior. I returned her call only because she took ownership of the situation and then I explained to her we do not conduct business with people that behave that way. And I would appreciate that they retract the unfair negative statement from Angie’s list because we are polite and professional and do not engage in abusive and belligerent transactions"

"This customer, , whose account was closed out and was in third-party collection because he never paid us for service in the past, presented a unique dilemma. Because of this situation, we required him to pay his previous balance before we could move forward ordering parts or providing additional service. Despite this situation, we informed the customer the work could be done under manufacturer’s warranty; we worked hard and researched this product’s warranty status saving him a considerable amount of money. We quoted him 7-10 business days (which translates to 14 regular calendar days) plus shipping time to receive the new coil. This is what the distributor quotes us. Once the coil arrived, we contacted the customer to schedule the installation. This is fully consistent with our company procedures. Because we have no control over availability or shipping, our policy is to wait until the part has arrived before scheduling work. We dispute the customer’s timeline of more than three weeks to order the new coil and get it installed. Our records indicate the new coil was installed 17 days from the day of diagnosis. We consider this to be exemplary service, especially when you consider the impact his delinquent payments had on the timeline."

"We are sorry that Member chose to unnecessarily spend money for a plumber, an electrician and three HVAC technicians to perform work we would have done without charge ... If it needed to be done in the first place. If she gave us the opportunity, we at Duncklee Cooling & Heating warrantee all our work and would have been glad to come out to come to the house to explain the work performed (each system is a custom design), answer any questions and rectify any issues or potential issues. Duncklee Cooling & Heating has been servicing the Eastern Connecticut & Rhode Island area since 1973. We stand behind the products we install and our workmanship. Our goal is 100 percent customer satisfaction; all we ask is the opportunity to serve you."