10 days ago, Hammonds charged us for an emergency call on a Saturday to diagnose our a/c issue. It took seven minutes to diagnose it was the compressor. I was told the part would be ordered that Monday. After numerous calls, Monday it was confirmed part was ordered. I was told 2 to 3 days. I called We'd and told ETA was Thursday. I called Thursday since no one called me. After 4 phone calls, I am assured part arrives Friday. I am told 4 o clock on Friday that part will be here on Monday. I am told manager that as soon as part arrives that someone would install ASAP. I start calling on Monday with messages left for manager. Finally after 4 calls again, I am told at 2 pm that part arrived. **** said that someone would be at house by 4. I receive call at3:45 that tech will be later, I explain that's fine. Finally I am told that repair is 6 hours and tech isn't coming. It will be 8 Am Tuesday on 8/5. I have asked for my service fee for $150 to be returned or repairs discounted. I was told no.... I could purchase there twice a year service contract
$150 service fee returned
I sent the following email reply to our customer:
"Dear Mr. ######,
I have received your BBB complaint regarding the recent compressor replacement at your home. I read your comments and I have conducted my own internal investigation. I want to start by saying how very sorry I am that we did not provide the service you expected. I see where we ordered the compressor on the morning of July 29th. Your compressor was a ZR model compressor, which is not common. It had to be special ordered through Dealers Supply and pulled from the factory in North Carolina. UPS will not ship compressors, so it had to ship by motor freight. Sheila ordered the compressor and emailed **** that morning, advising it would be 3-5 business days before we could expect delivery. I apologize, and cannot explain why you were told 2-3 days, and when calling in, you were told arrival dates on Thursday, and then on Friday. None of that makes any sense, since everyone here knows that special order compressors and coils take longer since they travel by motor freight. On Monday, ***** was doing the right thing and was trying his best to make sure you were taken care of the same day the part arrived. Since the part arrived around 2pm, he felt confident we could get a tech at your house around 4pm. **** did not realize you had a severe burnout, which means more time has to be taken to clean up the acid in the refrigerant system. A normal compressor replacement takes 3-4 hours, but this one was expected to take 6 hours. We only have 3 techs that we allow to do these types of compressor change-outs. By the time we verified the compressor had arrived, these techs were already on other jobs, and each one was running behind schedule. Once my Operations Manager realized we were about to send a tech out to arrive around 6pm to do a 6-hour job, he recommended that the job be rescheduled for the next morning at 8am. This was done without realizing how frustrated you had already become over the miscommunication about the compressor ETA.
Please accept my apology. I have no problem refunding you $150. I will make sure a check is in the mail to you tomorrow.
If you want to discuss this further, you can reach me on my cell at 770-###-####.
I appreciate your business,
The customer should receive the $150 refund check by the end of this week, at the latest. This should resolve this complaint.