Atlas Portable Services Inc

Good Afternoon,              All emergency services require a credit card prior to service in order to cover any and all fees incurred, should they be from pumping, labor, disposal, or, in this case, cancellation. We would be happy to review any call logs you might have to see where the miscommunication was. Also, I am available at [redacted], and would be more than happy to converse with your lawyer to get the issue resolved. [redacted]Customer Service

Good Morning,            We were contacted by [redacted] from [redacted] to perform an EMERGENCY service at [redacted] (30 miles from Atlas' yard) for storm material. As an emergency, we readied a technician as soon as the call...

was placed and mobilized the truck en-route right away. The customer provided a credit card at the time the call was placed, agreeing to pay the fees incurred which, at the time, were approximated to be $250 for the completed pumping. While I cannot confirm the amount of time it took to call the customer back to cancel the request, our driver was already on the clock and en-route when the secondary call was placed, resulting in him being asked to return to the yard. The driver's time on the clock, particularly if it was overtime, and the fuel used cannot be overlooked because the customer made a scheduling error. Additionally, regardless of volume, storm material is transported to a facility in Rancho Cucamonga, so while our driver was en-route, a yard technician was making room in one of our storage tanks so we could holdover the material until another load was scheduled for that facility. If the job had not resulted in a great inconvenience to Atlas Pumping Service, the fee would have likely been further reduced if not canceled altogether. However, because it was an emergency, the customer is penalized a cancellation fee, a common occurrence in most industries to regain lost revenue. [redacted] was notified about the show-up fee by an associate in our office very promptly and while he asked for it to be further reduced, he did not state that he would not pay the fee altogether. He was notified that the usual show-up fee was $250, but that it had been reduced due to the original cost of the job and the fact that he had provided a credit card on file prior. We have already received threats from [redacted] regarding the consultation of a lawyer despite having explained to him (and reiterated in this response) that Atlas Pumping Service has a very valid reason for charging the fee. We are happy to cooperate with the Revdex.com in any manner to resolve the issue at hand. Thank you. [redacted]Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
we have the phone call recored, we have reviewed it with our lawyer  he wanted it to go this rout first to save time, when placing the call we where told it was $250 for pumping the tank and doing the job. we where ok with that if the job was done, no one ever mentioned a cancellation  fee, with that in california it has to be told before hand, and that would have been acceptable no problem. we where only told a price for the job, if they have a cancelation fee of a in route charge that has to be told to the customer, by law it is a fraudulent charge and bad business ethics, I can't believe my partner does business with a company that has such shady business practices. I will only  excepted a full refund of $150 and move on to another company you can not make charges with out customer knowing.we canceled 10-15 min after it was booked!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I was not told on the phone there was a cancellation charge only a $250 min job charge when on the job for pumping, we called in 10 min after booking the call,no one was even close to the job,we never said it was emergency, we will not be charged for a canceled call $150 that is ridiculous 10 min later