Mack M Darr

"On May 25, 2012 we received a call from the client requesting service at approximately 4:30 to 5:00 after regular hours. We notified her the call would be an overtime call and she agreed. Our Service Technician, Brian, was called out to make repairs to the a/c unit. We have worked for the client 6 times since 2008 often late in the day as she used this as a second home, I believe. As our work order indicated the capacitor was bad and the unit was very low on Freon. He also observed the unit was older, over 15 years and did not appear in good working order. Freon leak is a very good indication of the a/c condition. When he left the a/c was in operation, but he suggested she consider a new a/c/ unit. At a later date she spoke to Matt our estimator about pricing for a new unit. They spoke about pricing and different units which would be best for her. Matt told her of the repair bill, and that we would forgo the repair cost if she did decide to purchase a new unit from our company. We do make this type of adjustment from time to time. She argued for an additional discount of $150.00 which Matt reluctantly did agree to making a deal marginal. On June 14, 2012 we took down payment and scheduled work for June 21,2012. She agreed on the date, and she would take off that day and come to Ligonier to open the house. Matt called to order components, and Trane told him one item was on back order until the 21st. Matt immediately called the client right back and told her this news, and they both agreed that Matt would call when the components arrived, and if they didn’t, he would call so she didn’t make a special trip for nothing. When Bob called her on June 19th to tell her we would not be getting the components in time, she got very upset and told Bob she would never use us again, and she would pay more money just to use another company and hung up on him. She then called back and asked for her down payment to be refunded. It was explained to her since she was not doing the installation the first service call was her responsibility to pay. Debbie the office manager told her we would refund the money minus the service call, and she said to just invoice her and hung up on her. Debbie refunded the money minus the service call and mailed her the invoice and the credit card receipts. Our resolution: If the client would come in to our office and pay the service call amount in cash we instantly refund the credit card charge."