T C Company, Ltd

"[member name removed], In researching the causation of your poor experience with our company, we have failed to locate the team member who responded to your request for an energy audit. Additionally, we have no record of your request on file. Nonetheless, given the nature of an energy audit, it is customary for the team member to recommend services that our company (an energy consultant for AEP) can perform for an additional charge. Energy audits are more or less an estimate for the proactive measures that we recommend for better energy efficiency in your home. To add difficulty to the investigation, this it the first we have heard of your poor experience over a year and a half from the date that the audit was performed. Feel free to call or office at 614-837-ROOF, to shed light on the situation. Our apologies in advance, if it is found that we and or a member of our team, in fact performed an energy audit in an unprofessional manner. However, as mentioned before it is not exactly out of line for a member of our team to recommend services. Thank you, Tom Cook Company"

"The Tom Cook Co. is a preferred contractor within an energy assessment program created by AEP. We were scheduled to perform an free assessment for the member. As part of that program certain direct installed items are to be installed under certain applications by the assessor. Asking a homeowner why we were called is designed to be a probing question in order to determine if the homeowner has particular concerns that we should address immediately. Sort of like a doctor asking you "Where does it hurt?" I doubt anyone's response would be "How do I know you're the doctor" We expect cooperation from homeowners when we are trying to deal with their energy usage concerns. As part of the program certain customers may receive a free programmable thermostat from AEP. But they must meet very specific requirements, that I am still not sure the member even meets. From time to time we run out of particular items in this program they are given to us and are not designed to be thrown out free like plastic beads at Mardi Gras. Loren did not have a thermostat with him because it just happened to be one of those times when our inventory was depleted. About 2 days later I went to the member's home to make sure he was eligible to have a thermostat installed. Nobody answered the door so I left. Once again these items are to be installed under very specific conditions that I still am not sure the member meets. About a week later I took another thermostat to the member's house rang the doorbell and waited several minutes with no response. I was just about ready to leave my card under his doormat when I was greeted by a very rude the member. I try to explain to him that I was there to install his thermostat but I had to make sure he was eligible for it. The member told me I was a week late, called me a liar, rudely grabbed the thermostat out of my hand and slammed the door in my face. At which point I left. Once again, I am still not sure the member even qualifies for the thermostat he essentially stole from me! Oh one other thing the member's obligation to Tom Cook Co inc amounts to 0. That's right it is a free service we provided him. As a personal aside, In my opinion the member is one of the most bitter, angry and rude people I have ever dealt with. To this day I know this guy basically stole a programmable home thermostat from me. At the Tom Cook Co. we try to follow the old adage that the customer is right, but unfortunately in this case the customer is wrong and if the member does not agree I suggest we contact the police to deal with the matter."