Cool response leads to A/C contract refund

Cool response leads to A/C contract refund

COMPLAINT: Carol Wronosky, Fairfax, Va.

"I purchased an A/C service contract from Argent Heating & Cooling LLC of Vienna, Va. I called for emergency service when I had a problem. The technician called five times before arriving, and he was very unprofessional and argumentative on the phone.

"After he arrived, he said I needed a part that he would order the next morning, and off he went with my check. Since then, I've had no contact from Argent about follow-up service or the part."

DESIRED RESOLUTION: "I want my check for $163 returned and $265 refunded for the service contract."

RESPONSE: Aaron Dell'Acqua, vice president of operations, Argent Heating & Cooling LLC

"We apologize for the lack of response. We pride ourselves on excellent work and customer service, and your situation is one that rarely happens. Our behavior was in poor form in many ways: Not communicating properly with the customer, not responding to needs immediately, not following through on promises and expectations, disappointing our loyal service contract customers and not capitalizing on the opportunity to provide and install state-of-the-art systems in a valued customer's home. We will refund the money you have spent."

STATUS: Resolved

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