ECHOS Air received the call from Ms [redacted] on Sunday, March 8th [redacted] answered her call and told her the service charge was $ She agreed and he arrived within the hour After troubleshooting, he diagnosed the problem with the furnace and told Ms [redacted] the furnace needed an induced draft motor and gave her the estimated price He also explained he would have to check the availability of the motor from the supply store which wasn’t open on weekends He explained that he could check that day, but the supply stores charge a premium to open the store during off-hours Ms [redacted] decided it would be okay to wait until Monday rather than pay the premium the vendor would charge He told her he would find out the next day (Monday) and let her know Per her request, [redacted] texted Ms [redacted] the following day He told her the part was available and that its cost was actually $less than he originally quoted He never heard from her again until getting this complaint [redacted] did indeed drive his red truck from his home to hers rather than take extra time to drive to the shop and pick up the van with the ECHOS Air name Quite often, furnaces don’t need new parts It could have been a blocked filter or something simple that only required minimum tools Also, there are other tools and parts at the shop which he could have gotten if required Unfortunately, it is impossible to carry all parts to all the different furnace makes and models In this case, the induced draft motor Ms [redacted] needed was for an off-brand furnace (***) There aren’t universal induced draft motors that work for all makes/models of furnaces It is an OEM (Original Equipment Manufactor) part The reason [redacted] spoke of our Optimal Service Plan (OSP) is because it gave her an opportunity to get a 15% discount on the motor and any other parts she might need in the future and she would not have been charged an overtime fee or weekend fee She would have just been charged our service call Ms [redacted] signed the work order stating she acknowledged satisfaction of ***’s visit and he had no idea she was upset with him Had he known, he could have explained the situation more so Ms [redacted] could understand that not all parts are available ECHOS Air is willing to refund Ms [redacted] $which is our additional charge for Sunday service calls
ECHOS Air received the call from Ms [redacted] on Sunday, March 8th [redacted] answered her call and told her the service charge was $ She agreed and he arrived within the hour After troubleshooting, he diagnosed the problem with the furnace and told Ms [redacted] the furnace needed an induced draft motor and gave her the estimated price He also explained he would have to check the availability of the motor from the supply store which wasn’t open on weekends He explained that he could check that day, but the supply stores charge a premium to open the store during off-hours Ms [redacted] decided it would be okay to wait until Monday rather than pay the premium the vendor would charge He told her he would find out the next day (Monday) and let her know Per her request, [redacted] texted Ms [redacted] the following day He told her the part was available and that its cost was actually $less than he originally quoted He never heard from her again until getting this complaint [redacted] did indeed drive his red truck from his home to hers rather than take extra time to drive to the shop and pick up the van with the ECHOS Air name Quite often, furnaces don’t need new parts It could have been a blocked filter or something simple that only required minimum tools Also, there are other tools and parts at the shop which he could have gotten if required Unfortunately, it is impossible to carry all parts to all the different furnace makes and models In this case, the induced draft motor Ms [redacted] needed was for an off-brand furnace (***) There aren’t universal induced draft motors that work for all makes/models of furnaces It is an OEM (Original Equipment Manufactor) part The reason [redacted] spoke of our Optimal Service Plan (OSP) is because it gave her an opportunity to get a 15% discount on the motor and any other parts she might need in the future and she would not have been charged an overtime fee or weekend fee She would have just been charged our service call Ms [redacted] signed the work order stating she acknowledged satisfaction of ***’s visit and he had no idea she was upset with him Had he known, he could have explained the situation more so Ms [redacted] could understand that not all parts are available ECHOS Air is willing to refund Ms [redacted] $which is our additional charge for Sunday service calls