After reviewing what the Customer's response, we see that there will be no resolving this issue. At this time we are voiding the invoice sent to her in order to keep our Company's reputation in tact. If you have any further questions regarding this matter please feel free to contact me.
To Whom It May Concern: [redacted] contacted our office on 9/23/15 In regards to 2 baseboard heaters connected to a thermostat not working plus 1 in the bedroom area. When our service technician went to her home on 9/28/15, It Is our policy to check everything regardless If the Customer has...
already done so. Our technician reset the breaker for the 2 heaters (living room & kitchen) & marked the thermostat for 70 degrees. We explained to her at that time plus on the phone that it was an electrical issue & she needed to get an electrician. We sent an invoice for our standard 1 hour flat rate service fee. The son, [redacted]y called on 10/9/15 & spoke with the woman covering the office for me as I was out. I told her that I would contact him on Monday 10/12/15 & to please let him know. I called on Monday, there was no answer. He called me back on 10/13/15 stating that he was upset we sent his mother a bill when they already knew it was an electrical problem. I explained that his mother never mentioned that to me on the phone & we do not do electrical work. He then got into about how his place of employment has an electrician on hand & asked if we do. I explained that one of the owners is a licensed electrician but the only electrical work we do is what is needed to install a new furnace, air conditioner or water heater, we do not do electrical work for anything else. He continued to be upset that she received a bill. I explained that It was our policy to charge for 1 hour when we are called out to a Customer's home. He then started to get very irate, I told him I had discussed his mother's bill with him the most I could as she is the Customer & if she wanted to speak with me to please call. I told him legally I was not to discuss the issue with anyone but the Customer. He asked If we were a member of the Revdex.com, I told him I did not have to answer that question, thank you & good-bye. I then hung up the phone. I understand that they are upset because the problem was not fixed but the technician & myself explained to [redacted] that the issue was electrical & she needed to get an electrician in there. I offered to give her names of electrician's that we refer to our Customer's but she didn't want them. At this time, we feel we did nothing out of our normal by billing the Customer for a service call. We only perform the electrical work needed for the service we provide. What [redacted] needs is outside of our normal work. If there is anything further I can offer to resolve this issue, please let me know.
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
After reviewing what the Customer's response, we see that there will be no resolving this issue. At this time we are voiding the invoice sent to her in order to keep our Company's reputation in tact. If you have any further questions regarding this matter please feel free to contact me.
To Whom It May Concern: [redacted] contacted our office on 9/23/15 In regards to 2 baseboard heaters connected to a thermostat not working plus 1 in the bedroom area. When our service technician went to her home on 9/28/15, It Is our policy to check everything regardless If the Customer has...
already done so. Our technician reset the breaker for the 2 heaters (living room & kitchen) & marked the thermostat for 70 degrees. We explained to her at that time plus on the phone that it was an electrical issue & she needed to get an electrician. We sent an invoice for our standard 1 hour flat rate service fee. The son, [redacted]y called on 10/9/15 & spoke with the woman covering the office for me as I was out. I told her that I would contact him on Monday 10/12/15 & to please let him know. I called on Monday, there was no answer. He called me back on 10/13/15 stating that he was upset we sent his mother a bill when they already knew it was an electrical problem. I explained that his mother never mentioned that to me on the phone & we do not do electrical work. He then got into about how his place of employment has an electrician on hand & asked if we do. I explained that one of the owners is a licensed electrician but the only electrical work we do is what is needed to install a new furnace, air conditioner or water heater, we do not do electrical work for anything else. He continued to be upset that she received a bill. I explained that It was our policy to charge for 1 hour when we are called out to a Customer's home. He then started to get very irate, I told him I had discussed his mother's bill with him the most I could as she is the Customer & if she wanted to speak with me to please call. I told him legally I was not to discuss the issue with anyone but the Customer. He asked If we were a member of the Revdex.com, I told him I did not have to answer that question, thank you & good-bye. I then hung up the phone. I understand that they are upset because the problem was not fixed but the technician & myself explained to [redacted] that the issue was electrical & she needed to get an electrician in there. I offered to give her names of electrician's that we refer to our Customer's but she didn't want them. At this time, we feel we did nothing out of our normal by billing the Customer for a service call. We only perform the electrical work needed for the service we provide. What [redacted] needs is outside of our normal work. If there is anything further I can offer to resolve this issue, please let me know.
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]