Aurora customer heated over HVAC repair

Aurora customer heated over HVAC repair

COMPLAINT: Michael Broyles, Aurora, Ill.

"I hired Wiesbrook Sheet Metal Inc. of Plainfield, Ill., for my annual HVAC system servicing. The tech arrived 55 minutes late. He was one I had specifically requested not to be used on my service due to his sloppy work manner and poor results. I let him inspect the system and replace the igniter when he told me its voltage was low. He never showed me the removed part. Now my system functions at reduced speed and capacity. I called Wiesbrook, and they said they'd have another service tech arrange an appointment. I am still waiting for that call."

DESIRED RESOLUTION: "I want a $300 refund for the cleaning, service and inspection. If their tech replaced a part, I want them to prove it, as it was never shown to me."

COMPANY RESPONSE: Ken Wiesbrook, vice president, Wiesbrook Sheet Metal Inc.

"We schedule service calls in time slots, not specific times. The customer was told it would be between 2:30 and 3:30. The tech arrived at 3:45. He was not 55 minutes late. We make notes if a customer does not want a certain tech. We may have missed that, as nothing was noted in his file.

"It is now noted. Our practice is to show the customer the faulty parts if requested. I must have transposed the customer's phone number. We called several times and left messages. The customer called back, and we promptly scheduled an appointment to resolve all issues."

STATUS: Resolved

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