ZM
Clearwater,#2REBUTTAL Owner of company
Tue, March 13, 2012
Cox Heating and Air Conditioning, Inc has been in business for 54 years with an impeccable reputation. Cox is not perfect in any respect and we do make mistakes and we also take care of our mistakes in a professional manor.
It is unfortunate that Mr.Tutwilers story is one sided and I hope to clear up any false representation of Cox's performance or the way we do business. The homeowner called and scheduled with the service department for a cooling inspection to be performed at his home. Cox performed the service as agreed upon and while the service technician was there Mr.Tutwiler brought up a non service related item that would not be covered under our service agreement to our technician about his air flow in the home. Being the company that goes above and beyond our service technician attempted to accommodate the home owners request but could not.
The service technician then informed the home owner that he would give this information to the installation manager and he would be in touch to go over some solutions for the problem. The installation manager made contact with Mr.Tutwiler and explained to him that this would be an additional charge and quoted him an exact price to perform the air balancing at his home. This was agreed upon and we performed the work and everything seemed to be fine.
I received a phone call from Mr.Tutwiler and he explained his concerns to me and I kindly asked him if I could call him back after I researched the issues.
It took me a day to gather all of the necessary information and I called Mr.Tutwiler the very next day and left him a message on his voice mail. Mr. Tutwiler then returned my phone call approximately 3 days later. I explained to
him all of the details and he at no point had any rebuttal nor questions. I did not demand the money from Mr.Tutwiler, in fact he stated that he would be sending me a check for the additional work that was performed above and beyond the cooling inspection and asked if I could contact the collection agency to have him removed. I kindly obliged and we moved on.
I understand in this economy that the consumer is concerned about every dollar. However, we as a company can not perform additional work at no charge to the consumer, especially when it is explained. It is unfortunate that we will lose Mr.Tutwilers business however it is not fair for him to miss represent the reputation, dependability and work ethic of Cox Heating and Air Conditioning, Inc.