Filter frustrations blow over

Filter frustrations blow over

COMPLAINT: Ingrid Lee, Delray Beach, Fla.

"I hired JBL A/C & Air Duct Cleaning of Hollywood [Fla.] to clean my ducts, service the compressors and install an electrostatic filter. They cleaned the blowers of mold, but didn't blow the line.

"The JBL technician was rude and pressure-sold me. They promised filters within two weeks. Three months later, I still haven't received the correct filter."

DESIRED RESOLUTION: "I would like a refund or immediate receipt of the correct filter."

RESPONSE: Keren Edelsburg, executive, JBL A/C & Air Duct Cleaning

"The customer signed a detailed estimate to authorize work. The customer was not pressured. The customer also signed that she had inspected the completed work and was satisfied. She never complained about the job, only about the wrong filters.

"If the customer had informed us that she didn't feel the job was performed to her satisfaction, we would have sent a team back to complete the job. Regarding filters: The manufacturer sent the wrong filter twice. We again ordered a filter and talked to a supervisor to ensure the correct filter was ordered."

STATUS: Resolved


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Val B

Subject:

Something I noticed from this story is the "filters - no filters" controversy. Did the company call the customer each time the wrong filters were received? I've learned that companies don't usually contact the customer when hold-ups like this are never communicated to the customer. One phone call could settle upsets and show the customer that the company does care and has not forgotten them.

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