Never-Ending Repairs - Failed Air-Ease System, "Cannot Be Fixed" by Bob
From: The Residents
Sent: Friday, November 14, 2014 10:02 AM
To: Air-ease Heating & Cooling <info@air-ease·com>
Subject: IMPORTANT
To: Air-Ease Heating & Cooling
Bob just came by by himself and told us he cannot fix it because he needed help.
Why did he come by himself if he new what the problem was? We waited for a week for the appointment. How many times did you plan to charge for the labor fees on this repair?
I asked "what the hell was wrong with people", which apparently upset him and he left without fixing the problem. He said we just lost a "good guy." Our dealings with Air-Ease were a nightmare from the beginning, so I don't know in what world Bob lives, but his system has made our world a living hell with the lack of professionalism and unending repairs of a brand new heating/cooling system.
We would like to get the money for maintenance back in this case - the spring maintenance won't be performed we understand. Also, the winter maintenance for the system was made at the end of September; we therefore assume that freezing line issues are the failure in the Fall maintenance procedures.
The machine is on warranty; if it is not repaired we will file a lawsuit against the manufacturer and the installer.
Please let us know how you like to proceed.
Thank you.
{Residents}
REPLY FROM AIR-EASE:
From: Air-ease Heating & Cooling <info@air-ease>
Sent: Friday, November 14, 2014 3:35 PM
To: The Residents
Subject: Service Interruption
{Resident},
Today you yelled at and threatened to shoot an employee of Air-ease. The protocol for this type of behavior is to leave the site immediately. Air-ease will no longer service your HVAC system if you are present.
I will address your concerns and clarify your inaccuracies in an appropriate time frame.
Denise, Air-ease Geothermal Heating & Cooling
REPLY FROM THE RESIDENTS:
From: The Residents
Sent: Friday, November 14, 2014 3:58 PM
To: Air-ease Heating & Cooling <info@air-ease>
Subject: Re: Service Interruption
Hello,
Bob has a very solid record of inaccurate statements and today's statement is false again. It is his way (or your company's way) of shifting the blame to your customers. Nobody has threaten to "shoot" an employee and if you have a proof of that please provide. Shooting people is a criminal offence with severe consequences.
I yelled at Bob and asked why he came if he could not perform the repairs? Why did he come without help if he could not perform the repairs by himself? To send us yet another invoice for repairs? {Resident} asked Bob what was broken -- he replied "I don't know." That's his standard reply to everything that is not working. What was broken and why Bob could not fix it? Please be specific and accurate as you can.
The real reason he left was that he could not fix anything himself. My questions were apparently a perfect excuse for him to leave without fixing anything.
Yes, please do address our concerns at your earliest convenience. The fact is - we have a constantly-failing system, broken water furnace, and leaking pipes. All of these have been the result of your company's incompetency or possibly your way of doing business and earning extra money. We have been trying to work with you for the last four years.
Regards,
{Residents}