ComplaintsforControl Temperature Specialists Inc.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had them come to repair gas fireplace on 10/5/2021. Tech was here for 15 minutes, and within 2 hours of leaving, fireplace would not work again. I called them on 10/6, 10/11, 10/12, 10/13, and 10/14 asking for them to call and come back. They have not had anyone call or even attempt to reschedule another service call. Renee, the receptionist, stated on 10/14 that she can't get the owner to respond to her texts. They were paid in full on the date of the service.

  Business response

  11/08/2021

  To Whom It may concern,

  
  Mr. ******* called us on October 5, 2021 with the complaint of no pilot light on his fireplace. We sent a tech out to the resident’s home,  he took apart the fireplace and cleaned and serviced the unit. Fireplace started and was working when my tech left the house. Mr. ******* then called back a week later stating the fireplace worked for 4 hours and that he couldn’t get the fireplace to come back on. When he had called us back we had a winter storm come hit Rock Springs, The dispatcher and I explained to Mr. ******* that we are short handed and with this winter storm we got we have a lot of no-heat calls and, because the fireplace is not his only sorce of heat, we would not be able to get to him until we got caught up on the emergency calls. Mr. ******* called the office and told the dispatcher that if he didn’t receive a call from one of the tech’s or the owner of the company that he was going to slander us on social media. He proceeded to do so right after he hung up with us. I then called him back to explain again to Mr. ******* that we are short handed and no-heats are a priority over the fireplace because he has another source of heat (forced air furnace). Mr. ******* proceeded to tell me he didn’t care that people had no heat and that he wanted his fireplace fixed and proceeded to use a tremendous amount of profanity aimed towards the girls in the office before  hanging up on me.  Then Mr. ******* sent his son into our office to tell me that we need to take care of this and that his dad is a very old fashion man (which didn’t make sense given the names he called us  while spewing the profanity). Mr. ****** called his son while he was in our office and told him that it only worked for a half hour and that he shut off the fireplace and it wouldn’t come back on. complained that my tech was only there for 15 minutes. A fireplace takes longer than 15 minutes to take apart. I explained that we have a minimum charge of an hour of $85.00 after the first hour it goes by the half hour.  I explained to Mr. ******** son that there is something else wrong with his fireplace. I then explained to Mr. ******** son that it was not a Napoleon brand fireplace and we could not order parts due to fireplace manufacturer contracts (we are a Napleon brand dealer). I then discussed with the boss what had taken place with Mr. ******** son. He had me refund Mr. ******* money back to him in full in the amount of $85.00. I sent a check out to Mr. ******* on Friday November 5, 2021 due to him being unsatisfied with the service. We also made it clear to him that we will no longer work for him because of the way he treated, and swore at, the office girls. 
  
  Thank you
  Angie B******
  CTS Control Temperature Specialists
  ** *** *** * *** * ****** ***
  Rock Springs, WY 82902

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