Diamondback Mech & Solar

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On 12/30/09 (Late night) we responded to a Customer request (AKA Do not hire) to provide service on her heating system. When we arrived, we discovered the unit was under warranty. Even though the unit was not installed by us we offered to provide the necessary repairs and replace the defective motor under the parts warranty that was causing the unit to not operate. We explained to the customer that we would exchange the part through the Manufactures distributor the next day because they were closed do to the fact it was so late. We also explained that the service charge of $89.90 we charged to come out would be credited back if we did the repairs. We then explained she would have been charged labor only for the replacement of the motor. Unfortunately this would cause the customer to be with out heating for the remainder of the night. The customer made it clear she did not want to be without heating and asked what other options we could offer her. At that point we offered to replace the motor with one of ours but we would need to charge her for the replacement. When she was given the price she became upset and asked us to leave. Apparently the next day she called another Company to replace the motor under warranty. Based on her comments they charged her for labor only just as we had originally quoted. Unfortunately she fails to mention all the facts about what we were offering and paints a poor picture of Diamondback Air Mechanical and Solar. Diamondback Air Mechanical and Solar is a reputable company and has an outstanding record with the BBB and R.O.C. You can look us up on Google and Kudzu and other sites and see the many positive remarks customers have said about us. It is unfortunate this one customer has not taken the time to consider the facts. She is comparing the service she requested from us and the associated fees we quoted against an entirely different set of circumstances.