On September 22, we received a call from [redacted] to see if we could accept a claim that was out of our radius system Claim was for a leak from a pipe in the basement we accepted it based on helping the customer and [redacted] We contacted the customer Mr [redacted] answered said there's was a leak coming from a pipe that's leading to the water filter We told Mr*** we will dispatch a tech out same day Mr [redacted] said I'm home all day We dispatch our tech Alex that afternoon Alex arrived at the property and diagnose where the leak was coming from , after the diagnose Alex contacted the office to give the report in and took a picture of where the leak was coming fromAlex report was the water filter is leaking and needs to be replacedWe immediately contacted [redacted] authorization department gave them the diagnose that the leak is coming from the water filter and it needs to be replaced Rep from the department said the customer does not have coverage for a water filter it will be out of pocket cost from the customerShe had asked what is the cost to replace the unit we told her , we will honor the same price that we will give to [redacted] which is $She said okay I will have to call the customer and see if they will agreed on the non covered charges Few mins later Mrs [redacted] called us and said that [redacted] has called and told her of the non covered charges , we told her your non covered charges will be $for the water filterShe said okay we would like to schedule an appointmentWe scheduled for September 25,we dispatch Alex back that day upon his arrival Alex has told them I'm going to replace the water filter, they were under the assumption that Alex was replacing a water softener , before Alex processed he advised Mr [redacted] who was there that he will replace the water filter only and it will cost $Alex explain to Mr [redacted] that the price $is to replace a water filter and the price to replace a water softener by itself is over $without adding any labor before he started the installation at that point Mr [redacted] had agreed to proceeded with the installation of the water filter .Then hours later after the job was completed we receive a call from [redacted] stating that the customer was not happy due to we have replaced the water filter and not a water softener , we explained to the representative what happened that afternoon .Even after our 2nd trip out there we wouldn't have replaced the water filter if the customer never agreed to proceed
On September 22, we received a call from [redacted] to see if we could accept a claim that was out of our radius system Claim was for a leak from a pipe in the basement we accepted it based on helping the customer and [redacted] We contacted the customer Mr [redacted] answered said there's was a leak coming from a pipe that's leading to the water filter We told Mr*** we will dispatch a tech out same day Mr [redacted] said I'm home all day We dispatch our tech Alex that afternoon Alex arrived at the property and diagnose where the leak was coming from , after the diagnose Alex contacted the office to give the report in and took a picture of where the leak was coming fromAlex report was the water filter is leaking and needs to be replacedWe immediately contacted [redacted] authorization department gave them the diagnose that the leak is coming from the water filter and it needs to be replaced Rep from the department said the customer does not have coverage for a water filter it will be out of pocket cost from the customerShe had asked what is the cost to replace the unit we told her , we will honor the same price that we will give to [redacted] which is $She said okay I will have to call the customer and see if they will agreed on the non covered charges Few mins later Mrs [redacted] called us and said that [redacted] has called and told her of the non covered charges , we told her your non covered charges will be $for the water filterShe said okay we would like to schedule an appointmentWe scheduled for September 25,we dispatch Alex back that day upon his arrival Alex has told them I'm going to replace the water filter, they were under the assumption that Alex was replacing a water softener , before Alex processed he advised Mr [redacted] who was there that he will replace the water filter only and it will cost $Alex explain to Mr [redacted] that the price $is to replace a water filter and the price to replace a water softener by itself is over $without adding any labor before he started the installation at that point Mr [redacted] had agreed to proceeded with the installation of the water filter .Then hours later after the job was completed we receive a call from [redacted] stating that the customer was not happy due to we have replaced the water filter and not a water softener , we explained to the representative what happened that afternoon .Even after our 2nd trip out there we wouldn't have replaced the water filter if the customer never agreed to proceed