I do apologize that the owner does not feel like we have responded in a timely manner but I have requested Lennox to come out on numerous occasions and today was the 1st time they actually gave me dates to work withwe were waiting on the owner originally due to him being enrolled in school and not wanting to take time from classi fully agreed with this because I know how important an education is and I have been requesting dates from Lennox to accommodate his schedulewe have October 12th as the day we are to meet with the owner and Lennox at his residence to address this issue and try to figure out a resolution for this problemit has never been the intention of anyone at Southern Services to not address the owner's issues but somethings are outside of our abilities as a mechanical contractor and we have to ask for support from outside sources that we can only work with the schedule they provide us with
We have had to make a couple of visits to the complainant's home for various issues and have addressed each of those individually and as quickly as time would allow for a heating and air conditioning contractorWe have requested for the owner to provide us with dates to bring Lennox out to try and get to the bottom of the issue as I personally have explained to the owner that I do not believe that his new HVAC system or our installation is due to his high power billshe stated that his power bill was lower last month but this past August was one of the coolest on recorduntil we have been given an opportunity to bring Lennox and our team out to further investigate this issue and know for certain what the root cause of this power consumption issueWe await his response to the request for some dates for us to schedule to come outwe do need some advance notice as it does take some orchestrating to make sure all parties can fit his schedule and meet our needs
Complaint: [redacted] I am rejecting this response because: When I called and spoke to Donna and asked why I was being charged $on the second day for minutes of work She replied that they charge for a whole hour even if thet are only there for part of an hour I replied that I understood that , but since their hourly rateis $why was I charged $ She said that even though the motor was under warranty she had to to pay for the freight cost to get the motorShe said it was about $I then replied why was I not charged $ She said they had to tie up their money to buy the motor and would have to wait to be reimbursedI told her that that was a new one for me, she then said that they were a flat rate companyThat was just what they charged It seems to me that Southern Services charges what ever they feel like at the moment I used them because I felt like like they were a reputable company I have no problem with the $I was charged the first dayThe technician did a great job and fixed some problems from the initial installation The second day a new technician was here for between and minutes I have yet to receive a printed copy of the bill for the second days as I requested of the technicianI do not mind paying for quality workI was not having sticker shock, I knew it was not going to be cheapBased on my experience Southern Services was a "flat rate company" when they could no longer justify their prices Regards, [redacted]
Good afternoon and thank you for bringing this to my attentionI spoke with Donna our Service Dispatcher to understand all of the details surrounding this customerWe at Southern Services have utilized flat rate pricing for our repairs since mid The price is the same for the repair regardless of if it takes minutes or if it takes us hoursAnother thing we did is we started using Ipads with our flat rate pricing loaded into them to create a cleaner more professional product in Sometimes if we are having a issue with technolgy we have to resort back to handwritten paper ticketsI have attached pages of documentation to support our reason for our pricing of our servicesWe had a service technician arrive on 12/1/at 9:and was there until 1:as you can see by the handwritten ticket he performed quite a bit of workThe charges for this day were a total of $The second page is the total bill for both visits for a total of $This is when the second technician performed the actual motor repair on 12/3/He was at the customer's home for an hour plus there was minutes of travel time from the previous customers home to Mr [redacted] s homeAll of these costs are factored in to our pricingThe 3rd page is an actual page out of one of our flat rate book that we use to price all jobsThis is the actual repair for an in warranty motor replacement for $The fourth and fifth pages are prices of motor repairs for The Trane Brand equipment for a motor replacement that is out of warrantyAs you can see by the supporting documentation our employees followed every process and proceedure that we use every day with every service customer we interact withWhile I understand where a homeowner can sometimes have sticker shock for an item we try to maitain competetive prices within the marketplace when compared to a similar sized business with total employees and all of the other expenses and overhead associated with itWe are always striving to be the best heating and air conditioning provider in the Lexington market Terry *C [redacted] President Southern Services of Lexington
I do apologize that the owner does not feel like we have responded in a timely manner but I have requested Lennox to come out on numerous occasions and today was the 1st time they actually gave me dates to work withwe were waiting on the owner originally due to him being enrolled in school and not wanting to take time from classi fully agreed with this because I know how important an education is and I have been requesting dates from Lennox to accommodate his schedulewe have October 12th as the day we are to meet with the owner and Lennox at his residence to address this issue and try to figure out a resolution for this problemit has never been the intention of anyone at Southern Services to not address the owner's issues but somethings are outside of our abilities as a mechanical contractor and we have to ask for support from outside sources that we can only work with the schedule they provide us with
We have had to make a couple of visits to the complainant's home for various issues and have addressed each of those individually and as quickly as time would allow for a heating and air conditioning contractorWe have requested for the owner to provide us with dates to bring Lennox out to try and get to the bottom of the issue as I personally have explained to the owner that I do not believe that his new HVAC system or our installation is due to his high power billshe stated that his power bill was lower last month but this past August was one of the coolest on recorduntil we have been given an opportunity to bring Lennox and our team out to further investigate this issue and know for certain what the root cause of this power consumption issueWe await his response to the request for some dates for us to schedule to come outwe do need some advance notice as it does take some orchestrating to make sure all parties can fit his schedule and meet our needs
Complaint: [redacted] I am rejecting this response because: When I called and spoke to Donna and asked why I was being charged $on the second day for minutes of work She replied that they charge for a whole hour even if thet are only there for part of an hour I replied that I understood that , but since their hourly rateis $why was I charged $ She said that even though the motor was under warranty she had to to pay for the freight cost to get the motorShe said it was about $I then replied why was I not charged $ She said they had to tie up their money to buy the motor and would have to wait to be reimbursedI told her that that was a new one for me, she then said that they were a flat rate companyThat was just what they charged It seems to me that Southern Services charges what ever they feel like at the moment I used them because I felt like like they were a reputable company I have no problem with the $I was charged the first dayThe technician did a great job and fixed some problems from the initial installation The second day a new technician was here for between and minutes I have yet to receive a printed copy of the bill for the second days as I requested of the technicianI do not mind paying for quality workI was not having sticker shock, I knew it was not going to be cheapBased on my experience Southern Services was a "flat rate company" when they could no longer justify their prices Regards, [redacted]
Good afternoon and thank you for bringing this to my attentionI spoke with Donna our Service Dispatcher to understand all of the details surrounding this customerWe at Southern Services have utilized flat rate pricing for our repairs since mid The price is the same for the repair regardless of if it takes minutes or if it takes us hoursAnother thing we did is we started using Ipads with our flat rate pricing loaded into them to create a cleaner more professional product in Sometimes if we are having a issue with technolgy we have to resort back to handwritten paper ticketsI have attached pages of documentation to support our reason for our pricing of our servicesWe had a service technician arrive on 12/1/at 9:and was there until 1:as you can see by the handwritten ticket he performed quite a bit of workThe charges for this day were a total of $The second page is the total bill for both visits for a total of $This is when the second technician performed the actual motor repair on 12/3/He was at the customer's home for an hour plus there was minutes of travel time from the previous customers home to Mr [redacted] s homeAll of these costs are factored in to our pricingThe 3rd page is an actual page out of one of our flat rate book that we use to price all jobsThis is the actual repair for an in warranty motor replacement for $The fourth and fifth pages are prices of motor repairs for The Trane Brand equipment for a motor replacement that is out of warrantyAs you can see by the supporting documentation our employees followed every process and proceedure that we use every day with every service customer we interact withWhile I understand where a homeowner can sometimes have sticker shock for an item we try to maitain competetive prices within the marketplace when compared to a similar sized business with total employees and all of the other expenses and overhead associated with itWe are always striving to be the best heating and air conditioning provider in the Lexington market Terry *C [redacted] President Southern Services of Lexington