CHANDLER AIR INC

"Chandler Air, Inc. is an established company, with a history of excellence in both quality of workmanship and customer service. We were called out to diagnose a breakdown for a long-time customer who recently passed away. Chandler Air, Inc. has been servicing this residence for over 15 years with no prior issues. The family was in town to sell the property and on inspection realized the air conditioner was not working and called us since we installed the unit years earlier. We responded immediately, providing the customer with complete written details of the breakdown. Since the original owner was deceased, the warranty takes time to transfer at the supplier level, time which the customer didn't have the patience for because of the pending home sale. The freight charges that the customer referenced are charged by the supplier, so this is simply an expense that we pass on to the consumer. As the medium between the supplier and the consumer, we can't be responsible for breakdowns that occur, or how long it takes for parts to arrive. It is the nature of the world we live in that machines break down, but we strive to remain responsive to our clientele in delivering a fast remedy. In this case, the parts didn't come in as early as expected. While we empathize with the customer's frustration, parts are sometimes back-ordered and take longer than expected to arrive. Because the supplier could not deliver on the expedited part arrival, the freight charges were reduced by half, bringing them down to the standard freight charge. Since the part took an extra day to arrive, the customer decided to call someone else for a second opinion, which they received from a local competitor free of charge. We too offer second opinions free of charge. This public formal complaint is Chandler Air's first knowledge of a request for a refund. Had the customer asked, we would have granted a partial refund, minus our original diagnostic fee. This customer was under a great deal of stress due to the passing of a family member and the responsibilities involved in closing out the estate. Although we have compassion for what the customer was feeling, we would not work with this customer in the future. Our company policy revolves around an expectation of respect in all matters."