Reynolds Home Comfort Inc

"In response to your email and threat of "bad reviews" we find it necessary to respond to your version of events. The facts follow: Ms. [Member Name Removed] your mother) made an appointment with us for a malfunctioning heater and we arrived at the call on time. We diagnosed the issue as a malfunctioning thermostat, and Ms. [Member Name Removed] was quoted the replacement cost of $279.00 for the thermostat plus the diagnostic fee of $99.00. Ms. [Member Name Removed] authorized the replacement as quoted by our technician. On a typical day our technicians carry three (3) different types of thermostats on their truck. On this call the technician was out of the basic entry level Honeywell thermostat and only had the two higher priced thermostats on his truck. The technician did not propose the best thermostat he had, a Honeywell touchscreen, dehumidifying thermostat, because he felt it was unnecessary, too complicated and too expensive for Ms. [Member Name Removed]. He elected to propose the mid-grade thermostat since it was all he had and it was too late in the day to run back to shop or the supplier to get another thermostat. If the technician and our company were unethical we would've sold the customer the most expensive thermostat we had on the truck, which didn't happen. You stated that we ripoff elderly people, but the fact is that we have three prices for three different thermostats and everybody gets quoted the exact same price regardless of who they are or where they live. We clearly understand that anybody can buy just about anything on line but usually the products at big box stores and on line are consumer versions of the contractor grade thermostats that we sell. Honeywell gives our customers a 5 year parts warranty on the thermostat along with our 1 year labor warranty, compared to the 1 year part warranty from big box and on line purchases. Our technician, at your request, phoned the company owner to authorize a discount on the thermostat to $179.00 (the $179.00 was the price that you stated that you were willing to pay) instead of the normal mid-grade price of $279.00. Since the reduced price was close to the price of our entry level basic thermostat, the owner agreed to complete the installation at the reduced price because we were out of the basic thermostat model. We also gave you the option to remove the thermostat but we didn't think this was practical as the customer would've been without heat. Our technician had recommended that we leave the property due to your unprofessional, aggressive, unhinged confrontation with him, but we asked him to complete the job so the customer would have heat unless he felt unsafe. After all of this transpired, you were hesitant to pay the technician even though he did everything you asked him to do. In addition you stated that you would give us bad reviews on every website you could find which you actually did without any regard for the facts. Unfortunately we can't do much about reviews that are not based on facts except to present the facts to the public so they can decide or you can be responsible and ethical and withdraw the erroneous reviews. If we would've sold Ms. [Member Name Removed] our highest priced thermostat (or something unnecessary) and "ripped her off" then we would agree with everything you wrote, but we didn't do anything but try and help her out and resolve the situation. We have and always will have a pretty good track record of being honest, ethical and professional."

"Thank you so much Mr [Member Name Removed]. We so appreciate you taking time out to post a review. Most importantly, we appreciate you putting your trust in us. Have a great day. Sherrie Reynolds"

"Thank you so much. We truly appreciate your business. Thank you for your review."

"Thank you so much. We truly appreciate your business and trust in us."