Dutton Equipment Repair, Inc.

Review: This business did not give me a good customer service experience, and I felt was very rude to me as a customer. I own a business in the area and requested them to fix my walk in freezer. I called them first thing in the morning on Sunday and came Monday morning, but upon coming they told me they cannot fully complete work due to not having a ladder. They have all my store information in their system, why would they come unprepared?

Then they assured me they would come the following day, but up until 3:30 pm they did not arrive. I then got a call saying they are on their way, and they will not charge me for after hours since it wasn't my fault they were late.

The technician then called me and told me he found the issue, and needed a part. He told me if he were to go find a part now, it would be another $100 since it is after hours. I told him go ahead, since I had no other option. Had they come in earlier in the day, I would not have this charge.

He did not find the part, so the next morning he went out again and found it, and started the repair. My issue was with the bill, they charged me $1200 for the entire job, only $198 for the part and over $700 for labor. I called in to ask why it was so high, they told me they needed two people to do the job so I had to pay for double. When I told the lady on the phone that isn't that something I should be told beforehand so I am prepared for a higher charge, she told me "that's common sense." She then said I think we should part ways, since you did not appreciate we fixed your unit, and didn't charge you for over time the one day, and a trip charge the first day. (Mind you they came without a ladder, why should I pay for the trip charge?)

I am a regular customer, and just because I am questioning charges, I should be told to find another business after this? Is this how you treat a customer? I left the call feeling very upset, and ignored. No one should be spoken to in an insulting manner, it is unacceptable.Desired Settlement: I wish to have a more clear breakdown of the bill, the only copy I have is an electronic format of the total and the handwritten notice from the technician. I want to know why I am not allowed to question charges, and why this business does not think its important to make the customer satisfied.

I own an ice cream store, if I didn't make my customers happy, I would not be in business, corporate would close me down.

I am not asking for a full refund, I am asking for a reasonable adjustment to my bill. I have had this issue with them in the past, but I decided to try them again not knowing that I would be treated like this if I had billing questions.

Business

Response:

We are sorry to hear Ms. [redacted] is not happy with our service. Upon review of this service call I found that after a diagnosis of the problem with the walk in freezer was determined we spoke with Ms. [redacted] and provided an estimate of $1,500.00 to complete the repair to get the unit operating properly. Ms. [redacted] gave approval for us to proceed. As a measure of good of business to the customer we issued a courtesy credit to the invoice in the amount of $422.19 which reduced the actual bill to $1,252.55. I have attached the invoice for your review. I hope this will satisfy the uncertainties expressed in Ms. [redacted]’s initial complaint. I may be contacted at (804) 230-1612 x[redacted] if further discussion about this matter is desired.Kind Regards,Brenda C[redacted]Administrative Supervisor[redacted]