Initial Business Response /* (1000, 5, 2015/09/09) */
[redacted]
We were contacted to inspect this pool for possible repair due to winter damage so many pools suffered last year.
Pictures of the...
damage were requested for the technician to review. This averted a delay for the customer to have the pool assessed, as well as the service charge involved to send the technician for assessment. Our free consultation service referred to in the complaint is for new pool sales and installation only, not service work.
7 pictures were sent and none showed the obvious crease at the bottom of the pool wall the crew found when they arrived onsite. A wall that is folded at the bottom and creased renders a pool irreparable. This would have been easily assessed through pictures, as we had assessed so many others in this way. The damage shown in her pictures was very repairable so we booked the work in our schedule.
Our service rates are $** for 1 man - $[redacted] for 2 men and $[redacted] for the crew. We have to charge regardless if the visit is 5 minutes or 60 minutes. It is unfortunate this customer is unhappy with the service charge to send a repair crew to the site. We are not trying to be unreasonable, we are just running a business and our guys don't work for free. Our quote states unknown parts or repairs are additional cost.
In a gesture of good faith we will reduce her charge from the $[redacted] to the $** rate she would have incurred for a tech to initially assess onsite. We propose to issue a cheque for $**+HST as resolution.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for reducing the charge. This would have all been avoided if my phone calls and emails were answered by your company in the first place.
Initial Business Response /* (1000, 5, 2015/09/09) */
[redacted]
We were contacted to inspect this pool for possible repair due to winter damage so many pools suffered last year.
Pictures of the...
damage were requested for the technician to review. This averted a delay for the customer to have the pool assessed, as well as the service charge involved to send the technician for assessment. Our free consultation service referred to in the complaint is for new pool sales and installation only, not service work.
7 pictures were sent and none showed the obvious crease at the bottom of the pool wall the crew found when they arrived onsite. A wall that is folded at the bottom and creased renders a pool irreparable. This would have been easily assessed through pictures, as we had assessed so many others in this way. The damage shown in her pictures was very repairable so we booked the work in our schedule.
Our service rates are $** for 1 man - $[redacted] for 2 men and $[redacted] for the crew. We have to charge regardless if the visit is 5 minutes or 60 minutes. It is unfortunate this customer is unhappy with the service charge to send a repair crew to the site. We are not trying to be unreasonable, we are just running a business and our guys don't work for free. Our quote states unknown parts or repairs are additional cost.
In a gesture of good faith we will reduce her charge from the $[redacted] to the $** rate she would have incurred for a tech to initially assess onsite. We propose to issue a cheque for $**+HST as resolution.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for reducing the charge. This would have all been avoided if my phone calls and emails were answered by your company in the first place.