South County Enterprises

"Since there's no way to respond to the complaint posted by this customer AND tell the entire story about this service call without sounding defensive I've decided to go ahead and offer an explanation for every complaint individually. First off, we were assigned the call from your warranty company, so we were actually working for them, not you. This is important for you to understand because the warranty company was our customer and THEY decide what gets done and what doesn't. We gave you an appointment for the 10th and you called your warranty company so they could find you another contractor with an earlier appointment. They COULD NOT find a contractor to service you any sooner than the appointment we gave you. We actually gave you an after hours appointment so that you wouldn't have to wait longer. You called and told our dispatcher that a "hose" was broken which means absolutely nothing to us because there are no hoses on your system. And even if you had correctly identified the failed part on your system we still wouldn't have been able to fix anything without authorization from your warranty company because they call the shots. Your work order specifically stated that no work is to be performed without contacting the warranty company for authorization first. Our tech diagnosed your system and identified two separate issues with your system, we attempted to contact your warranty company for authorization that day and were unsuccessful. The 10th being a Friday and you having an after-hours appointment meant that your claim wasn't filed until Monday the 13th. Your claim was not approved until later in the week and when we did receive authorization we made several attempts to contact you. After you called us back we gave you the next available appointment which was the 24th, again with us making concessions by offering you an after-hours appointment so that you wouldn't have to wait AND so that your husband wouldn't need to take off. That's right, your husband requested and after-hours appointment so that he wouldn't have to take off work and we obliged. So the "husband missing work" statement is completely false. Also, we called BEFORE your appointment time to inform you that we weren't going to be able to make it on the 24th and offered to come out on Sunday, which is something that we almost never do. We arrived on Sunday the 26th and repaired your unit without any problems."