- Report: #437675
Report - Rebuttal - Arbitrate
Complaint Review: A#1 Air And Appliance
A#1 Air And Appliance1500 Crescent Drive, Suite #400 Carrollton, Texas United States of America
A#1 AIR REVIEW: Customer Satisfaction Commitment: A#1 AIR is committed to customer satisfaction, A#1 Air implemented strategic changes to insure clients complete comfort and satisfaction, focusing on providing immediate exceptional air conditioning repair, a/c service, air conditioner installations, heating and furnace service, ac and heat tune ups for all of Dallas, Fort Worth, Plano, Mckinney, Allen, Arlington, Irving, Flower Mound, Grapevine, Richardson, Frisco, Carrollton, Coppell
*UPDATE: Recognized by Rip-off Report Corporate Advocacy Program as a safe business service A#1 Air pledges to always resolve any issues, feel safe, confident & secure when doing business with A#1 Air. Verified Safe Business
*REBUTTAL Owner of company: 100% satisfaction
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EDitors UPDATE: Positive rating and recognition has been given to A#1 AIR for its commitment to excellence in customer service.
Ripoff Reports discussions with A#1 AIR have uncovered an ongoing commitment by the company and all staff to achieve total client satisfaction. This means that a #1 Air clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. A#1 Air takes any customer concern seriously no matter how big or small. A#1 AIR listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services. They have many ongoing education with all staff members in not only how to respond to a customers concern but also how to prevent them in the first place.
A#1 AIRs owners, James and Sherry Green, have informed us that their they know their clients are their most precious resource. As successful business people, James and Sherry feels it is critical to listen to their clients and respond properly. They have set up a huge safety net to insure that any customer concern is handled quickly and efficiently. All customer concerns are logged into the customer database and a concern call is immediately paged out to all management and assistant management teams. As soon as it is paged the appropriate manager takes emails the management staff that they have "got it" and begin to take immediate action to gather details and contact the customer to try to resolve the concern as quickly and as efficiently as possible. All managers have the authority to resolve the problem by whatever means are necessary. The only "policy" given by James and Sherry is for the manager to put themselves in the customers shoes and understand their side as they see it and then "do the right thing." This gives customers an on the spot resolution to almost any issue. After resolving the concerns the manager has to emails the management team again with what happened and how we resolved it. They go over any concerns daily to look for areas that need improvement or staff members that may need additional training. Any changes needed are put into effect immediately to prevent future concerns. All staff members are held to high standards and are "secret shopped" from time to time to insure they are following company policies and practices and ethics standards. By always putting their customers first and having the company philosophy that staff treat customers as they would like to be treated, James and Sherry hope to maintain A#1 air as a successful air conditioning and heating company both now and for many years to come.
Another top manager of the company told us that James and Sherry Green's personal business philosophy is based on the premise that the number #1 daily goal of all staff is to "GET and KEEP customers. That pretty much sums up how each person should stat thinking about their day as an employee of A#1 Air. If they start with that goal in mind then the great customer service follows. Then they relentlessly train on how to achieve that goal. What can they do to gain that person as a client? What can they do to keep them? 's A #1 Air's mission statement says it all: "Our goal is to be the best choice for our customers heating, air conditioning and comfort needs and to be the best choice for our employees career." If its good for the customer and the employee the company will win by default. Some of the other things Rip-off Report learned in the course of its investigation: typical customer feedback reads: A#1 Air (and James and Sherry Green) truly communicate all aspects of the job in a clear and effective manner. We are very pleased with the responsiveness that we get from the entire staff at any time of the day. They are serious about meeting commitments, and deliver on all their promises."
A#1 Airs technicians and installation team have expressed that they feel very confident doing their job and love working for the leading A/C company in the Dallas Fort Worth metroplex. A top manager at A#1 Air stated "Mr. Green take personal interest in the system design and equipment selection for the customer. He has a passion that the airflow is accurate so the system will work to its max potential. With 20 years of experience in the field himself he has great insight for not only designing a system but also what needs to be done to achieve max comfort for the client. It always gives me great pleasure to go back to the customer a year after the install and find that the system has exceeded comfort expectations and hear how the new system has lowered their utility bills by as much as by 20 to up to even 50 percent in some cases. I really like working for an owner that has been in the field himself and knows all aspects of not only my job as a manager but also what all our install crews go through on a daily basis. If you have never spent all day working in a 150 degree attic you just cant truly understand what its like. Mr Green has such a great respect from myself and also the entire install team. They know he "gets it" and they know he respects them as the hardest working group of all in the company. They really respect that he demands a that a job is done right and to all specifications. He doesn't allow for shortcuts or shorting a customer in materials to save money at the customers expense. He knows his name is on job and wants it done like it was his own home. The standards for the service department are just as high as the install department. The A#1 Air tune up is like no other. There is so much more that is included in an A#1 Air tune up that other companies don't include. James and Sherry both feel that if you give more value to the customer in a tune up they wont go anywhere else and you will have a customer for life. all technicians know that when they are on a tune up or safety check that this customer is invaluable and are required to treat them as such. It goes back to the get and keep customer philosophy that is at the heart of everything we do."
A#1 Air takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this: "A#1 Air provides a very positive environment to work. Opportunities for suggestions and improvements are encouraged. James and Sherry are truly concerned about our contribution to the company and providing growth opportunities for us. They both take the time to listen and communicate with employees and customers." Ripoff Report was pleased to learn that A#1 Airs past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction. With part of the mission plan being "A#1 Air is the best choice for an employees career", they really take that to heart. A#1 Air provides weekly in house continuing education and even hired a full time technical trainer for all the field staff. They bring in outside trainers for many different areas of employee growth and enrichment. A#1 Air provides a library of self improvement books and videos in the areas of management, leadership and quality training to help prepare current employees for future positions within the company. A#1 Air really likes to promote from within whenever possible. They subscribe to many different training programs as well. They also know that employees love to give back to the community and A#1 Air is involved with many different charities and community groups as well as their own employee sponsored programs. They rally like to take care of their own in times of need. A#1 Air has provided many staff members with a way to keep up theirs hours by being able to work from home during times of need. They also pull together to help support those that are going through personal issues. Those reasons are why A#1 Air has so many loyal employees. And loyal employees "want" to take care of the customer.
A#1 Air recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Reports Investigation A#1 Air has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our investigation, which included discussions with James and Sherry Green and many of his past and current associates, Ripoff Report is convinced that A#1 Air is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, its a long name for a program that does a lot for both consumers and businesses alike.
Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
SPECIAL NOTE ABOUT THE ONE REPORT THAT WAS FILED ABOUT A#1 AIR:
As a matter of policy of the Corporate Advocacy Program, Ripoff Report contacts every person who filed a complaint so the member business can make things right with them. Ripoff Report always monitors these results to make sure when the consumer contact us that the complaint gets resolved to the satisfaction of the customer. .
NOW TO THE ORIGINAL REPORT THAT WAS FILED
A#1 Air And Appliance Lie and Overcharge Customers Carrollton Texas
I called these guys to come out and fix my A/C because the outside unit stopped working. They came out, took a look, and told me the outside unit is out and needed to be replaced and that the capacitor had exploded which you could easily see. Kenny, the guy in charge talked so fast it was hard to understand what he was trying to say.
He absolutely would not replace the capacitor to see if it would work. He just all out refused. According to Kenny, the unit was dead and needed to be replaced, which was $3,000 which was his cost, supposedly. Reluctantly, I signed the papers for the install and went back to work.
At work I thought about it even more and decided to call someone else. The other person came out, replaced the capacitor, and it's worked ever since. I canceled the install. I inquired as to the replacement of the unit if needed. It would be $2000 for the same unit as A#1 wanted to install.
In summary, they wanted to sell equipment I did not need and overcharge me for the equipment. There are plenty of reputable A/C and heat people out there. Avoid these folks.
This report was posted on Ripoff Report on 03/25/2009 05:48 PM and is a permanent record located here: http://www.ripoffreport.com/r/A1-Air-And-Appliance/Carrollton-Texas-75006/A1-AIR-REVIEW-Customer-Satisfaction-Commitment-A1-AIR-is-committed-to-customer-satisfa-437675. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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