Apex PMS Inc

Dear Revdex.com,I have received your letter in regards to ID#[redacted] and would like to tell you our side of this story. Our customer called our office on October 10, 2016 to order maintenance on her oil burner. Our schedule was booked heavily over the next month, our scheduler suggested...

an opening we had on November 1, 2016 at 7:30 AM (a day that we had other calls scheduled in her area). At this time our customer asked how long it took because she had another appointment that day and she was told that it usually requires an hour and a half to which she said she was concerned she could not leave in time for her other appointment. The scheduler told her that she would ask the technician to start earlier that day so that he could be at her home by 7:00 AM, which she was ok with. On November 1 at 6:45 AM our technician called in to tell us that he was going to be late to work because his father had been taken by ambulance to hospital over night and he was just getting home. The scheduler immediately tried to reach our customer to tell her, she did not answer right away because she was in process of moving things for the service call. She was very understanding of the situation and a new appointment was set up for November 7 at the 7:30 AM. Again a day that we had other work scheduled in that area. When the technician arrived she met him outside the home telling him that she had a friend with an emergency come up and he could not do the service that day. No effort was made on her part to notify us of this until we arrived, she also could have let him do the service and lock up when he was done since she was still there. This was a hardship for us as now we had a technician who lost billable hours and the expense of the travel of our service vehicle. When she called the next day to reschedule she was informed that she would have to pay our service call fee which is our minimum fee for a call, which is our policy when appointments are not cancelled tilt after we arrive. We do not reschedule till this fee is paid. She stated that she could not afford to pay this fee all at one time and it was agreed that she could pay $10.00 a month till it was paid in full. Her sister called and spoke to our office in which she was explained the same as stated above. While she understood and agreed what had happened she was not happy and left a message for the owner to call her back. I have been unable to return the call due to my workload as this is the heating season and have been working 12 to 14 hour days and weekends just to keep up with the service calls and project deadlines.At this time we received our first payment from her and are expecting this to be paid in full by her with her monthly payments of $10.00. We have not spoken to her personally since she made this agreement.We would not have had to charge her had she just called us prior to our arrival or had allowed the technician to complete work after she left. We have an answering service which directs calls after 4:00PM that gives option to leave a message or you can get forwarded to our on call technician. We feel we tried to accommodate this customer and had she not had the other appointment the first day we could have still gone there just a little later than scheduled.Sincerely Yours,Ted S[redacted]Apex Prof. Mech Services, Inc.Owner