[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
I am the owner of Abby's Heating, I am writing today to answer the complaint of [redacted].Mrs [redacted] contacted us to make a service call because of a noisy furnace on January 2nd of 2015.The technicion oiled the bearings and adjusted the position of the motor to quiet the noise but in order to...
repair the problem fully he would have to replace the bearings and new bearing are not available. This furnace, a Williamson brand unit was more than thirty years old and the manufacturer was out of business. I sent out my estimator to give Mrs [redacted] an estimate for a new furnace. My estimator interviewed Mrs [redacted] and determined that she would probably qualify for a program though Focus on Energy that would give her $700 towards a new furnace. Mrs [redacted] also wanted a quote on a new air conditioner and a water heater. A sixteen seer a/c matched to the furnace would give her a reward though the Focus program of $1000 total for a matched system capable of 16 seer and 95% efficiency. Researching all the available products that would work takes time for the estimator in the office, it is not a number that we just pull out of a hat. My estimator was in contact with Mrs [redacted] for about two weeks. He visited Mrs [redacted]'s property for at least two hours of time to set up her rebate and discuss her options. Once we had her qualified for the $700 rebate she let us know that she had some bills to take care of and would get back to us in a couple of weeks to set up the installation. During a period of a few weeks my estimator called Mrs [redacted] and left messages and did not get a call back, when he finally was able to reach her she told him that she had decided to go another direction. My estimator probably had at least 3 to 4 hours spent on researching for the estimate she requested and filling out the paperwork and filing for the rebate she received. Sometimes we have customers use our estimates to get lower prices out of our competion. We did all the work and they just show the numbers for an estimate to a competitor and of course when its slow, normal markups get thrown out the window to secure a job. This last January it was unusually slow in the heating business all over the area. I am not surprized that someone would beat us out on an estimate when its slow, we keep our prices the same all year no matter if we are busy or not. Normally we are lower than most of our competitors. Because of the time involved I told my estimator to send her a bill. I expected him to send a bill for the service call which had not been billed. I think he went a bit over the top but I know he was upset by her lack of consideration for his time and effort. If she had said to us that she had a lower price and could we sharpen our pencils I would not be upset but after putting in the time that we gave her and getting her such a large savings we expected a little consideration. By the way, we have been told by a Focus on Energy represenative that only 11% of the contractors in the state use their services and we are one of the top contractors in this area. We are qualified as a trade ally with their program so that means we take the rebate off the price of the goods sold and Focus on Energy pays us the rebate usually within about six to eight weeks. In summary, I would still like to see payment for our service call, invoice #7116, but am willing to waive the bill for our paperwork.Sincerly, [redacted], Owner, Abby's Heating.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I am the owner of Abby's Heating, I am writing today to answer the complaint of [redacted].Mrs [redacted] contacted us to make a service call because of a noisy furnace on January 2nd of 2015.The technicion oiled the bearings and adjusted the position of the motor to quiet the noise but in order to...
repair the problem fully he would have to replace the bearings and new bearing are not available. This furnace, a Williamson brand unit was more than thirty years old and the manufacturer was out of business. I sent out my estimator to give Mrs [redacted] an estimate for a new furnace. My estimator interviewed Mrs [redacted] and determined that she would probably qualify for a program though Focus on Energy that would give her $700 towards a new furnace. Mrs [redacted] also wanted a quote on a new air conditioner and a water heater. A sixteen seer a/c matched to the furnace would give her a reward though the Focus program of $1000 total for a matched system capable of 16 seer and 95% efficiency. Researching all the available products that would work takes time for the estimator in the office, it is not a number that we just pull out of a hat. My estimator was in contact with Mrs [redacted] for about two weeks. He visited Mrs [redacted]'s property for at least two hours of time to set up her rebate and discuss her options. Once we had her qualified for the $700 rebate she let us know that she had some bills to take care of and would get back to us in a couple of weeks to set up the installation. During a period of a few weeks my estimator called Mrs [redacted] and left messages and did not get a call back, when he finally was able to reach her she told him that she had decided to go another direction. My estimator probably had at least 3 to 4 hours spent on researching for the estimate she requested and filling out the paperwork and filing for the rebate she received. Sometimes we have customers use our estimates to get lower prices out of our competion. We did all the work and they just show the numbers for an estimate to a competitor and of course when its slow, normal markups get thrown out the window to secure a job. This last January it was unusually slow in the heating business all over the area. I am not surprized that someone would beat us out on an estimate when its slow, we keep our prices the same all year no matter if we are busy or not. Normally we are lower than most of our competitors. Because of the time involved I told my estimator to send her a bill. I expected him to send a bill for the service call which had not been billed. I think he went a bit over the top but I know he was upset by her lack of consideration for his time and effort. If she had said to us that she had a lower price and could we sharpen our pencils I would not be upset but after putting in the time that we gave her and getting her such a large savings we expected a little consideration. By the way, we have been told by a Focus on Energy represenative that only 11% of the contractors in the state use their services and we are one of the top contractors in this area. We are qualified as a trade ally with their program so that means we take the rebate off the price of the goods sold and Focus on Energy pays us the rebate usually within about six to eight weeks. In summary, I would still like to see payment for our service call, invoice #7116, but am willing to waive the bill for our paperwork.Sincerly, [redacted], Owner, Abby's Heating.