The call was scheduled for hard water with a service technician. The call was not scheduled for a free estimate with a sales representative. The person who scheduled the call has over ten years of experience working both in the field and office. As such, they are very familiar with our company procedure to charge service call, parts, and labor for all service work unless covered under warranty and advise customer of these charges up front. If the call was for sales, then it would have been transferred to either a sales representative or appointment setter.
The same options are still available to the customer as stated previously: we can return the water softener and place back into service, she can move forward with the estimate to rebuild (please contact our office for details), or she can purchase a new system and have the service call charge applied as a down payment to that purchase.
It is not fair to all of our paying customers to not charge and collect a service call in this instance for a visit from a service technician to the home. If she does not want her unit returned or rebuilt, then we are stuck with additional costs for disposal which typically range from $75 - $125. The customer needs to clearly communicate what she wants done with her old control head and media tanks that are currently in our possession.
To my knowledge we have never received a complaint like this in over forty-five years. Our business policies and procedures are clear and applied consistently. We are always available to answer questions and address legitimate concerns. We have always taken care of our customers and will continue to do so in the future. We offer quality products and services. We stay in business by charging our customers for work performed and collecting payment for those services.
The call was scheduled for hard water with a service technician. The call was not scheduled for a free estimate with a sales representative. The person who scheduled the call has over ten years of experience working both in the field and office. As such, they are very familiar with our company procedure to charge service call, parts, and labor for all service work unless covered under warranty and advise customer of these charges up front. If the call was for sales, then it would have been transferred to either a sales representative or appointment setter.
The same options are still available to the customer as stated previously: we can return the water softener and place back into service, she can move forward with the estimate to rebuild (please contact our office for details), or she can purchase a new system and have the service call charge applied as a down payment to that purchase.
It is not fair to all of our paying customers to not charge and collect a service call in this instance for a visit from a service technician to the home. If she does not want her unit returned or rebuilt, then we are stuck with additional costs for disposal which typically range from $75 - $125. The customer needs to clearly communicate what she wants done with her old control head and media tanks that are currently in our possession.
To my knowledge we have never received a complaint like this in over forty-five years. Our business policies and procedures are clear and applied consistently. We are always available to answer questions and address legitimate concerns. We have always taken care of our customers and will continue to do so in the future. We offer quality products and services. We stay in business by charging our customers for work performed and collecting payment for those services.