On September 30th Mr*** called and stated that he had a leak under his house and needed someone to come out ASAP. We had a full schedule but I let him know that we would squeeze him in towards the end of the day and he said thank you - he DID NOT ask our hourly charge, how many guys do
we send or how long it would take...and he NEVER requested that we only send one guy! At approximately 3:pm I called Mr*** to let him know that the "guys" were on their way and that they would be there shortly, the technicians showed up and fixed his pipe under his house and also installed a hosebibbBoth of our plumbers were working for the entire hours getting his pipe fixedOn 10/13/Mr*** called the office and spoke with Joe about the bill, he was unhappy with the charges and believes that he should not be charged for the 2nd guy as he did not request him, it was explained to him that we have man trucks and we charge a lower rate for the 2nd guy and that had there not been a 2nd guy it would have taken the 1st guy longer and he would have been charged for a longer period of time at a higher hourly rate. He insisted that he was "NOT" going to pay this bill, so Joe asked him "what amount do you feel is fair to pay?" and Mr*** would not commit to an amount. So in an attempt to satisfy him we gave him a 25% discount off of his bill for a total of $which brought his bill from $to $so basically we took the time for the 2nd guy off of the bill and this still did not make Mr*** happy, please see attached letter! I called Mr*** on 10/27/to see if he received the letter and the revised invoice and reminded him that when we discount an invoice we ask to be paid within a certain amount of time. He stated that he had received the letter and invoice and still had no intentions of paying this bill, he made statements like "he couldn't believe that we were still in business after treating people this way" and my response to that was that we have been in business for years had a A+ rating with *** *** and the Revdex.com (which apparently gave him the idea to file this unfounded complaint) I also told him that if the bill does not get paid that I would be sending to to collectionsNot quite sure what else we can do to make this customer happy, as it stands right now we have given him what he has requested which as to pay for parts and guy!!
Jennifer W***
Office Manager
On September 30th Mr*** called and stated that he had a leak under his house and needed someone to come out ASAP. We had a full schedule but I let him know that we would squeeze him in towards the end of the day and he said thank you - he DID NOT ask our hourly charge, how many guys do
we send or how long it would take...and he NEVER requested that we only send one guy! At approximately 3:pm I called Mr*** to let him know that the "guys" were on their way and that they would be there shortly, the technicians showed up and fixed his pipe under his house and also installed a hosebibbBoth of our plumbers were working for the entire hours getting his pipe fixedOn 10/13/Mr*** called the office and spoke with Joe about the bill, he was unhappy with the charges and believes that he should not be charged for the 2nd guy as he did not request him, it was explained to him that we have man trucks and we charge a lower rate for the 2nd guy and that had there not been a 2nd guy it would have taken the 1st guy longer and he would have been charged for a longer period of time at a higher hourly rate. He insisted that he was "NOT" going to pay this bill, so Joe asked him "what amount do you feel is fair to pay?" and Mr*** would not commit to an amount. So in an attempt to satisfy him we gave him a 25% discount off of his bill for a total of $which brought his bill from $to $so basically we took the time for the 2nd guy off of the bill and this still did not make Mr*** happy, please see attached letter! I called Mr*** on 10/27/to see if he received the letter and the revised invoice and reminded him that when we discount an invoice we ask to be paid within a certain amount of time. He stated that he had received the letter and invoice and still had no intentions of paying this bill, he made statements like "he couldn't believe that we were still in business after treating people this way" and my response to that was that we have been in business for years had a A+ rating with *** *** and the Revdex.com (which apparently gave him the idea to file this unfounded complaint) I also told him that if the bill does not get paid that I would be sending to to collectionsNot quite sure what else we can do to make this customer happy, as it stands right now we have given him what he has requested which as to pay for parts and guy!!
Jennifer W***
Office Manager