Aldag/Honold Mechanical, Inc.

[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 ***, and find that this resolution is satisfactory to me. I still find their comments to be false. I will never recommend or use them again. In the future I will use Lowe's service, they were much less
Regards,
Donette ***

The owner of the house called for service later afternoon on December 11, She was stressed out because she had all new appliances delivered to her house and the plumber she had originally scheduled cancelled last minuteShe asked if we could send someone to remove the old appliances and put
them in her garage, install the new dishwasher, connect the water line for the fridge, and cap a gas line for the stove. I informed her that we were very busy and could get someone there 1st thing the following morning, or I could try to find someone to go on overtimeI gave her the cost for our rate and our overtime rateI initially told her I thought it would only take an hour or so, but after speaking with our plumbing estimator I made sure to inform her I was mistaken and for all that she needed done it could take 4-hoursWe scheduled the service for 7:a.mthe following morningShe then called back and said she would really like her new appliances out of her living room and wanted a plumber to come on overtime. This was a new customer for us and we knew she was in a bind with her new appliances so we went out of our way to get her serviceI told her that with having to move her old appliances out we would send an extra person because we didn’t want to scratch her walls etcWe did not end up sending a ‘helper’ instead we ended up pulling plumbers from a jobThe plumbers got to the customer’s within an hour after I had talked to her. The plumbers performed the tasks they were asked to simultaneously and the customer was very appreciative that we were able to get someone there so quickWe did verify with the plumbers that beyond the main things the customer called in for there were some smaller items to be taken care of in order for the appliances to be hooked up; a few being, adding an appliance plug, removing old and installing new appliance cords and screwing down curled linoleum around the dishwasher The next morning I called the customer with the total bill (as I said I would)The bill was a total of hour straight time and hours overtimeShe instantly disputed the fact that the plumbers were not there for hoursAfter speaking to our plumbers I learned that they left their job and went to the customer’s house which took them minutes eachWe charge port to port so it makes sense that they charged that timeHowever trying to work with the customer we credited the travel time, leaving the total labor charge hours (plumbers for hours overtime each) When I tried to contact the customer to let her know that we credited her bill hour, she did not answerWe then got a phone call from her friend who was disputing the fact that we told them $an hour and essentially charged her $The part she did not understand is that we had plumbers for hours each a total of hours, which we initially told her the work could take 4-hours. As she was arguing the billing with me she told me how appreciative she was that we sent someone so fast and that they did a great job, but she would not be paying for plumbers and wanted to speak to the owner of the companyI connected her with our CFOIn that conversation the customer said they were quoted $140/hour and acknowledged she recalled being told 3-4, which is exactly what they were charged. Tell us why here

We would like to start out by saying how disappointed we are that this situation has come to this. We take pride in our service and know all of our technicians do an outstanding job and offer great customer service.  After going out of our way to help out a new customer and perhaps build a new relationship, we feel frustrated that the customer has filed a complaint, especially about a service they were told could take up to 6 hours to complete. It’s upsetting, that situations such as this cause future restraint on helping out others as well.  With that being said we realize that there are two sides to this story and that everyone’s perception is ultimately their own reality. While we firmly agree with our billing practices and the bill that was sent to this customer; if the customers remits payment for $285.00, which they feel is all that should be owed,  we will write off the remainder of the bill and consider it satisfied.