Bohn Well Drilling Company

We could not come out on Friday, June 28th, because our lab cannot accept & process samples in the hr period that is required to culture the samples due to their offices being closed on Saturday; not because we did not want to We also could not accommodate the July 5th because our lab was not open We did offer the customer the very next available date, Monday, July 10th! On the 30th the customer called, confirming the work on July 10th & asked we provide a “heads up” call when we were in routeMy office contacted him when my technician was ½ way to the property only to be informed that the customer had hired another company to complete the work Customer had provided us with his credit card and email address upon confirming the appointment for the 10th, therefore reserving that time for the work From the 30th-10th our office did not receive a cancellation call for the appointment If call had been made, prior to us being in route, the cancellation fee would not have been charged The fee was charged because our technician was in route This caused major disruption in our scheduling for the day and also took away the opportunity for us to book that time slot with another customer, therefore causing us lost revenue We did not just make up a cancellation fee None of our pricing is listed on our website, so I will agree that the cancellation fee is not listed there either The person that the customer spoke to on the phone needed to check with the owner because she was not 100% clear on the policy, not because we do not have one in place She is relatively new and had not had this experience prior to this phone call I am sorry if she did not explain things properly but at no time did the customer ask to speak to an owner to clarify and/or dispute this policyI feel this could have been handled with a phone conversation not by filing a complaint

We could not come out on Friday, June 28th, because our lab cannot accept & process samples in the 24 hr period that is required to culture the samples due to their offices being closed on Saturday; not because we did not want to.  We also could not accommodate the July 5th because our...

lab was not open.  We did offer the customer the very next available date, Monday, July 10th!  On the 30th the customer called, confirming the work on July 10th & asked we provide a “heads up” call when we were in route. My office contacted him when my technician was ½ way to the property only to be informed that the customer had hired another company to complete the work.  Customer had provided us with his credit card and email address upon confirming the appointment for the 10th, therefore reserving that time for the work.  From the 30th-10th our office did not receive a cancellation call for the appointment.  If call had been made, prior to us being in route, the cancellation fee would not have been charged.  The fee was charged because our technician was in route.  This caused major disruption in our scheduling for the day and also took away the opportunity for us to book that time slot with another customer, therefore causing us lost revenue.  We did not just make up a cancellation fee.  None of our pricing is listed on our website, so I will agree that the cancellation fee is not listed there either.  The person that the customer spoke to on the phone needed to check with the owner because she was not 100% clear on the policy, not because we do not have one in place.  She is relatively new and had not had this experience prior to this phone call.  I am sorry if she did not explain things properly but at no time did the customer ask to speak to an owner to clarify and/or dispute this policy. I feel this could have been handled with a phone conversation not by filing a complaint. .