Client claims 1st Call's customer service lagged

Client claims 1st Call's customer service lagged

COMPLAINT: Peggy Whitlock, New Braunfels, Texas

"I hired 1st Call Plumbing Heating & Air Ltd. of San Antonio to install a new air handler and duct to my system. Although the price seemed high at $3,500, the service technician told me that if I would go online to register the air handler, I would get a 10-year warranty.

"When I went online, I found out the warranty did not apply to me. I called the service manager and asked if I could get some sort of discount, since I was told one thing and received another. The service manager was very rude to me on various occasions."

DESIRED RESOLUTION: "I would like a refund of $1,000, since I bought it in good faith that I would be protected for 10 years."

COMPANY RESPONSE: Kathryn Hoelscher, office manager

"It is the customer's responsibility to register their product for the warranty. Frigidaire's web site for registering warranties has experienced trouble. We have registered her equipment for the 10-year warranty.

"I have reprimanded our service manager for the discourtesy shown to the member. We never tolerate rude behavior by any of our employees. We are also forwarding a $100 check to the member for the inconvenience."

STATUS: Resolved

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