MrA [redacted] , We received notice that you rejected that explanation given for the breakdown of charges as detailed in our previous response The labor rate was not $ The repair included 8lbs of refrigerant as well as a filter dryer These items are material cost and are not covered under the manufactures part warranty Carolina Heating Service had to order the part, have part shipped and then picked up from our vendor We are charged for the part up frontOnce our technicians replaced the part and tested we then had to fill out warranty paper work and return the part for credit All of which have cost associated The truck our tech drives, insurance, wages, benefits, workers compensation, licenses, administrative staff, phone system, computer system, tools to preform very specific job duties and well as countless hours of training that our technicians received to stay abreast on all of the changes in our industry are all things that factor into the billing The repair cost was for an in part warranty coil replacement, which included more than just the hours and minutes spent at your homeOn September 25th you had agreed with our technician to move forward with this repair at this price This makes the third time we have attempted to explain to break down on the billing I do hope the above detailed explanation, along with the previous detailed explanation provides a clearer description of the breakdown C [redacted] C [redacted] Carolina Heating Service
MrA [redacted] , September 27, 2017, we replaced an evaporator coil, dryer and TXV for youThis work had been previously quoted and you accepted the quoted priceWe do not do a line item break down of the pricing, we work with flat rate pricing per jobHowever, I will explain what was involved in the repair from beginning to endYou were correct when you stated that the coil was at no chargeYet, there are many other items that are part of the repair that do have cost not covered under the parts warrantyCarolina Heating Service had to acquire the warranty part from the vendorShipping nor pickup by a delivery driver is reimbursed by any manufacturer for warranty partsOnce we obtain the part, the vendor then sends us an invoice for the partWhen evaporator coil or TX is replaced a filter dryer also needs to be installedThe filter dryer is not covered under the manufacturer’s part warrantyOnce the new evaporator coil has been soldered in and filter dryer installed the system must be pressurized and be tested for any leaksThe above process takes additional materials and tools that are factored into the cost of the jobOnce the determined that there are no leaks in the system the system is then pulled into a vacuum(another special tool) After this time the system is recharged to manufacturers specified guidelines with R410A refrigerantThe cost of the refrigerant is not covered underneath the manufacturer part warranty Your system held 8lbs of R410A Specialized digital gauges to insert the refrigerant into the system and measure superheat and subcool are used to accurately charge the system to manufactures specificationsTools that skilled tradesman use are very specific and are expensiveI show the technician was at your home from start to finish for hours and minutesThe hourly wages of a skilled tradesmen in our industry with 10+ years of service experience range from $26-$per hourThe above numbers are not the technicians fully burdened labor rate, you would need to add approximately 45% to the hourly wage to achieve that costNow, once the coil has been replaced and the technician leaves the job site (in his company truck that cost money to fuel, maintain and provide insurance) the old coil then needs to be returned to our vendor via our delivery driver or shipping it back (cost not covered)Once the coil has been returned the vendor a credit will be issuedOther factors that are calculated into our flat rate pricing include our building, utilities, phone system, computer system, our staff to handle service calls, accounting and delivery drivers, the advanced training we offer our technicians, insurance, membership to trade organizations, tools, office supplies and etcAt the end of the day we hope there were able to make five cents on every dollar that we make, but in reality, a HVAC company has an average of a -2% to 2% net profit annuallyMrA [redacted] I am not certain as to what you feel you should have paid for this repair since you accepted the work to be performed without any complaint on the priceCarolina Heating Service did not install the equipment at your home and you certainly were at liberty to call the original installerYou had mentioned that nobody had gotten back in touch with you regarding the letter you sent to MrS [redacted] K***However, you and MrK [redacted] spoke on the phone about this matter in OctoberThe invoice presented by our technician did a thorough breakdown of items and services that were part of your in-warranty coil replacementI have included another copy of this invoiceWe like many other businesses in our industry and businesses in every industry have a flat rate price for items and services that we performFor example, you don’t go to a restaurant and asked for a line item explanation of the price of the steak you order, when you call the florist you don’t get a breakdown of everything that goes into the bouquet you have delivered, when you have your carpet professionally clean you don’t get a breakdown of everything by line item what makes up the pricing to have the carpet cleaned I hope that the above explanation of expenses, additional materials, and overhead will satisfy what you’re looking for when it comes to a line item explanation of the billingAs far as a billing adjustment, this is the first you have notified Carolina Heating Service that you feel the pricing for the services that you agree to have performed should be adjustedPlease contact me at your earliest convenience so we can discuss that matter in further detailMy direct line is 864-***-***
We are currently working with *** *** and have scheduled a visit to her home to further investigate issues with her *** unitA formal response will be submitted after this visit
December 8, 2017 I still reject the response from MsC*** at Carolina Heating. All I have ever ask for from the very beginning and in my letter to MrK*** at Carolina Heating is a detailed line item billing that breaks out the labor and parts. On the latest response from Carolina, the invoice that was attached still did not have a breakout of the parts and labor. It still only has one line item with a dollar amount noted next to it of $1,430. I want to see the specific charge for the labor (hours and minutes), the specific charge for pounds of refrigerant and the specific charge for a filter dryer. I do not think this is too much to ask. Again, this is what I have ask for from the beginning when I talked to the service tech, then the office staff, then the accountant. When I take my car to the shop to be repaired, I receive this type of detailed billing. When I have other repairs done to my house or an appliance, I receive this type of detailed billing. I realize that I agreed to pay the amount quoted up front and have paid that amount. I just want to see the detailed billing. I am a CPA and an MBA, so I completely understand that a business has to recoup the cost of insurance, wages, taxes, benefits, etc. I just want to understand the full billed amount. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
J*** A***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
December 5, I have reviewed the invoice that the Revdex.com attached to this complaintI see where it is noted that the part is "Warranty"
The invoice also indicates that the "Filter Dryer" and the Refrigerant are included
What I still do not understand or agree with is why the Labor for a hour job is $1,That equates to $per hourPlease help me obtain an explanation for this large billing amount for a hour job
Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
J*** A***
Mr***, Carolina Heating Service has refunded your credit card for $180.00. I have reviewed the phone conversations around this service call and agree with you that we did not accurately communicate the pricing for the special HVAC inspection you had requested was per system.Should you
need anything in the future, please don’t hesitate to reach out., I have include all of my contact information below. Connie C*** General Manager Carolina Heating Service ***.net 864-*** (direct line)
Mr*** I am sorry you view this is an unfair trade practice which preys on the unsuspecting. Carolina Heating Service DOES NOT prey on the unsuspectingTo address your issueThe original invoice was mailed on 09/17/There is no way to determine why this was not received. On 10/23/we mailed as statement (as referenced at the top) as a final attempt to help you keep your extended warranty validYou had stated in your other correspondence that our representative talked to you about this service. We did not send you an INVOICE which does not indicate the goods or service provided which is the basis of the charge referenced in the invoice. The invoice that was mailed on 09/17/and again on 10/28/clearly states what it was for and you submitted this information with your original correspondence. I believe when you reference the “unsolicited invoice which does not indicate the goods or service provided” you are actually referencing the statement we mailed on 10/23/2017. We attempted to call you times to also discuss this matter prior to mailing the statement. Our only intention was to keep your HVAC covered under a routine maintenance plan, which in turn would keep your extended warranty validYou state “you wonder how may responses pay without knowing what payment is for”absolutely none that we have ever be aware. The invoice is not deceiving it clearly states what goods and services are provided, and our call and voicemails are to the point and statements sent are a final reminderWe provide a service for items that are paid Again, we do not prey on the unsuspecting nor do we try to scheme anyone what so ever It is offensive to be accused of such things. We value our clients and operate with the best intentionsYou elected not to continue your routine service after your first free year on 10/30/with our officeYou will not receive any more correspondence from Carolina Heating Service about the maintenance planI welcome you to call me directly to discuss if you should have any further questions or concerns. Connie C*** General Manager Carolina Heating Service 864-*** (direct line) ***carolinaheating.net
The issue is receipt of an unsolicited invoice which does not indicate the goods or service provided which is the basis of the charge referenced in the invoice. In my view this is an unfair trade practice which preys on the unsuspecting. I wonder how many responses to this type of invoice have made payment without knowing what the payment is for. *** ** ***
We were called to [redacted] home on June 23rd. We found at that time that the pan was cracked again and that the coil still had a leak from the previous year that was not repaired. Due to the completion time of the call we were unable to check the warranty status with the manufacture...
on the coil. We checked the warranty on the coil the next morning and we were able to get the leaking coil (which most likely caused pan to continuous cracks over the years) and metal drain pan installed all at one time allowing us to offer the replacement of the metal pan per [redacted] request. This work was completed on July 5th per customer request for date of completion.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for handling my concern so promptly and professionally.
Regards,
[redacted]
Mr. A[redacted], September 27, 2017, we replaced an evaporator coil, dryer and TXV for you. This work had been previously quoted and you accepted the quoted price. We do not do a line item break down of the pricing, we work with flat rate pricing per job. However, I will explain what was...
involved in the repair from beginning to end. You were correct when you stated that the coil was at no charge. Yet, there are many other items that are part of the repair that do have cost not covered under the parts warranty. Carolina Heating Service had to acquire the warranty part from the vendor. Shipping nor pickup by a delivery driver is reimbursed by any manufacturer for warranty parts. Once we obtain the part, the vendor then sends us an invoice for the part. When evaporator coil or TX is replaced a filter dryer also needs to be installed. The filter dryer is not covered under the manufacturer’s part warranty. Once the new evaporator coil has been soldered in and filter dryer installed the system must be pressurized and be tested for any leaks. The above process takes additional materials and tools that are factored into the cost of the job. Once the determined that there are no leaks in the system the system is then pulled into a vacuum. (another special tool) After this time the system is recharged to manufacturers specified guidelines with R410A refrigerant. The cost of the refrigerant is not covered underneath the manufacturer part warranty. Your system held 8lbs of R410A. Specialized digital gauges to insert the refrigerant into the system and measure superheat and subcool are used to accurately charge the system to manufactures specifications. Tools that skilled tradesman use are very specific and are expensive. I show the technician was at your home from start to finish for 4 hours and 48 minutes. The hourly wages of a skilled tradesmen in our industry with 10+ years of service experience range from $26-$37 per hour. The above numbers are not the technicians fully burdened labor rate, you would need to add approximately 45% to the hourly wage to achieve that cost. Now, once the coil has been replaced and the technician leaves the job site (in his company truck that cost money to fuel, maintain and provide insurance) the old coil then needs to be returned to our vendor via our delivery driver or shipping it back (cost not covered). Once the coil has been returned the vendor a credit will be issued. Other factors that are calculated into our flat rate pricing include our building, utilities, phone system, computer system, our staff to handle service calls, accounting and delivery drivers, the advanced training we offer our technicians, insurance, membership to trade organizations, tools, office supplies and etc... At the end of the day we hope there were able to make five cents on every dollar that we make, but in reality, a normal HVAC company has an average of a -2% to 2% net profit annually. Mr. A[redacted] I am not certain as to what you feel you should have paid for this repair since you accepted the work to be performed without any complaint on the price. Carolina Heating Service did not install the equipment at your home and you certainly were at liberty to call the original installer. You had mentioned that nobody had gotten back in touch with you regarding the letter you sent to Mr. S[redacted]. However, you and Mr. K[redacted] spoke on the phone about this matter in October. The invoice presented by our technician did a thorough breakdown of items and services that were part of your in-warranty coil replacement. I have included another copy of this invoice. We like many other businesses in our industry and businesses in every industry have a flat rate price for items and services that we perform. For example, you don’t go to a restaurant and asked for a line item explanation of the price of the steak you order, when you call the florist you don’t get a breakdown of everything that goes into the bouquet you have delivered, when you have your carpet professionally clean you don’t get a breakdown of everything by line item what makes up the pricing to have the carpet cleaned. I hope that the above explanation of expenses, additional materials, and overhead will satisfy what you’re looking for when it comes to a line item explanation of the billing. As far as a billing adjustment, this is the first you have notified Carolina Heating Service that you feel the pricing for the services that you agree to have performed should be adjusted. Please contact me at your earliest convenience so we can discuss that matter in further detail. My direct line is 864-[redacted].
Mr. A[redacted], We received notice that you rejected that explanation given for the breakdown of charges as detailed in our previous response. The labor rate was not $357.50. The repair included 8lbs of refrigerant as well as a filter dryer. These items are material cost and are not covered under the manufactures part warranty. Carolina Heating Service had to order the part, have part shipped and then picked up from our vendor. We are charged for the part up front. Once our technicians replaced the part and tested we then had to fill out warranty paper work and return the part for credit. All of which have cost associated. The truck our tech drives, insurance, wages, benefits, workers compensation, licenses, administrative staff, phone system, computer system, tools to preform very specific job duties and well as countless hours of training that our technicians received to stay abreast on all of the changes in our industry are all things that factor into the billing. The repair cost was for an in part warranty coil replacement, which included more than just the 4 hours and 48 minutes spent at your home. On September 25th you had agreed with our technician to move forward with this repair at this price. This makes the third time we have attempted to explain to break down on the billing. I do hope the above detailed explanation, along with the previous detailed explanation provides a clearer description of the breakdown. C[redacted]Carolina Heating Service
Mr. [redacted], Again I want to thank you for taking the time to speak with me yesterday.I do apologize you had trouble getting in touch with our management team. I agree that something is odd about the entire situation. Bottom line, like we discussed, we will take care of the airflow...
issue. As we agreed upon, Scott K[redacted], will come out and thoroughly investigate what is going on. I am like you, it is odd for something to happen after 3 years of the equipment being install. We will get to the bottom of the issue.I will follow up with you next Tuesday.If you ever need anything in the future, please let me know. Connie C[redacted]General Manager Carolina Heating Service864-[redacted]
MrA [redacted] , We received notice that you rejected that explanation given for the breakdown of charges as detailed in our previous response The labor rate was not $ The repair included 8lbs of refrigerant as well as a filter dryer These items are material cost and are not covered under the manufactures part warranty Carolina Heating Service had to order the part, have part shipped and then picked up from our vendor We are charged for the part up frontOnce our technicians replaced the part and tested we then had to fill out warranty paper work and return the part for credit All of which have cost associated The truck our tech drives, insurance, wages, benefits, workers compensation, licenses, administrative staff, phone system, computer system, tools to preform very specific job duties and well as countless hours of training that our technicians received to stay abreast on all of the changes in our industry are all things that factor into the billing The repair cost was for an in part warranty coil replacement, which included more than just the hours and minutes spent at your homeOn September 25th you had agreed with our technician to move forward with this repair at this price This makes the third time we have attempted to explain to break down on the billing I do hope the above detailed explanation, along with the previous detailed explanation provides a clearer description of the breakdown C [redacted] C [redacted] Carolina Heating Service
MrA [redacted] , September 27, 2017, we replaced an evaporator coil, dryer and TXV for youThis work had been previously quoted and you accepted the quoted priceWe do not do a line item break down of the pricing, we work with flat rate pricing per jobHowever, I will explain what was involved in the repair from beginning to endYou were correct when you stated that the coil was at no chargeYet, there are many other items that are part of the repair that do have cost not covered under the parts warrantyCarolina Heating Service had to acquire the warranty part from the vendorShipping nor pickup by a delivery driver is reimbursed by any manufacturer for warranty partsOnce we obtain the part, the vendor then sends us an invoice for the partWhen evaporator coil or TX is replaced a filter dryer also needs to be installedThe filter dryer is not covered under the manufacturer’s part warrantyOnce the new evaporator coil has been soldered in and filter dryer installed the system must be pressurized and be tested for any leaksThe above process takes additional materials and tools that are factored into the cost of the jobOnce the determined that there are no leaks in the system the system is then pulled into a vacuum(another special tool) After this time the system is recharged to manufacturers specified guidelines with R410A refrigerantThe cost of the refrigerant is not covered underneath the manufacturer part warranty Your system held 8lbs of R410A Specialized digital gauges to insert the refrigerant into the system and measure superheat and subcool are used to accurately charge the system to manufactures specificationsTools that skilled tradesman use are very specific and are expensiveI show the technician was at your home from start to finish for hours and minutesThe hourly wages of a skilled tradesmen in our industry with 10+ years of service experience range from $26-$per hourThe above numbers are not the technicians fully burdened labor rate, you would need to add approximately 45% to the hourly wage to achieve that costNow, once the coil has been replaced and the technician leaves the job site (in his company truck that cost money to fuel, maintain and provide insurance) the old coil then needs to be returned to our vendor via our delivery driver or shipping it back (cost not covered)Once the coil has been returned the vendor a credit will be issuedOther factors that are calculated into our flat rate pricing include our building, utilities, phone system, computer system, our staff to handle service calls, accounting and delivery drivers, the advanced training we offer our technicians, insurance, membership to trade organizations, tools, office supplies and etcAt the end of the day we hope there were able to make five cents on every dollar that we make, but in reality, a HVAC company has an average of a -2% to 2% net profit annuallyMrA [redacted] I am not certain as to what you feel you should have paid for this repair since you accepted the work to be performed without any complaint on the priceCarolina Heating Service did not install the equipment at your home and you certainly were at liberty to call the original installerYou had mentioned that nobody had gotten back in touch with you regarding the letter you sent to MrS [redacted] K***However, you and MrK [redacted] spoke on the phone about this matter in OctoberThe invoice presented by our technician did a thorough breakdown of items and services that were part of your in-warranty coil replacementI have included another copy of this invoiceWe like many other businesses in our industry and businesses in every industry have a flat rate price for items and services that we performFor example, you don’t go to a restaurant and asked for a line item explanation of the price of the steak you order, when you call the florist you don’t get a breakdown of everything that goes into the bouquet you have delivered, when you have your carpet professionally clean you don’t get a breakdown of everything by line item what makes up the pricing to have the carpet cleaned I hope that the above explanation of expenses, additional materials, and overhead will satisfy what you’re looking for when it comes to a line item explanation of the billingAs far as a billing adjustment, this is the first you have notified Carolina Heating Service that you feel the pricing for the services that you agree to have performed should be adjustedPlease contact me at your earliest convenience so we can discuss that matter in further detailMy direct line is 864-***-***
We are currently working with *** *** and have scheduled a visit to her home to further investigate issues with her *** unitA formal response will be submitted after this visit
December 8, 2017 I still reject the response from MsC*** at Carolina Heating. All I have ever ask for from the very beginning and in my letter to MrK*** at Carolina Heating is a detailed line item billing that breaks out the labor and parts. On the latest response from Carolina, the invoice that was attached still did not have a breakout of the parts and labor. It still only has one line item with a dollar amount noted next to it of $1,430. I want to see the specific charge for the labor (hours and minutes), the specific charge for pounds of refrigerant and the specific charge for a filter dryer. I do not think this is too much to ask. Again, this is what I have ask for from the beginning when I talked to the service tech, then the office staff, then the accountant. When I take my car to the shop to be repaired, I receive this type of detailed billing. When I have other repairs done to my house or an appliance, I receive this type of detailed billing. I realize that I agreed to pay the amount quoted up front and have paid that amount. I just want to see the detailed billing. I am a CPA and an MBA, so I completely understand that a business has to recoup the cost of insurance, wages, taxes, benefits, etc. I just want to understand the full billed amount. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
J*** A***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
December 5, I have reviewed the invoice that the Revdex.com attached to this complaintI see where it is noted that the part is "Warranty"
The invoice also indicates that the "Filter Dryer" and the Refrigerant are included
What I still do not understand or agree with is why the Labor for a hour job is $1,That equates to $per hourPlease help me obtain an explanation for this large billing amount for a hour job
Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
J*** A***
Mr***, Carolina Heating Service has refunded your credit card for $180.00. I have reviewed the phone conversations around this service call and agree with you that we did not accurately communicate the pricing for the special HVAC inspection you had requested was per system.Should you
need anything in the future, please don’t hesitate to reach out., I have include all of my contact information below. Connie C*** General Manager Carolina Heating Service ***.net 864-*** (direct line)
Mr*** I am sorry you view this is an unfair trade practice which preys on the unsuspecting. Carolina Heating Service DOES NOT prey on the unsuspectingTo address your issueThe original invoice was mailed on 09/17/There is no way to determine why this was not received. On 10/23/we mailed as statement (as referenced at the top) as a final attempt to help you keep your extended warranty validYou had stated in your other correspondence that our representative talked to you about this service. We did not send you an INVOICE which does not indicate the goods or service provided which is the basis of the charge referenced in the invoice. The invoice that was mailed on 09/17/and again on 10/28/clearly states what it was for and you submitted this information with your original correspondence. I believe when you reference the “unsolicited invoice which does not indicate the goods or service provided” you are actually referencing the statement we mailed on 10/23/2017. We attempted to call you times to also discuss this matter prior to mailing the statement. Our only intention was to keep your HVAC covered under a routine maintenance plan, which in turn would keep your extended warranty validYou state “you wonder how may responses pay without knowing what payment is for”absolutely none that we have ever be aware. The invoice is not deceiving it clearly states what goods and services are provided, and our call and voicemails are to the point and statements sent are a final reminderWe provide a service for items that are paid Again, we do not prey on the unsuspecting nor do we try to scheme anyone what so ever It is offensive to be accused of such things. We value our clients and operate with the best intentionsYou elected not to continue your routine service after your first free year on 10/30/with our officeYou will not receive any more correspondence from Carolina Heating Service about the maintenance planI welcome you to call me directly to discuss if you should have any further questions or concerns. Connie C*** General Manager Carolina Heating Service 864-*** (direct line) ***carolinaheating.net
The issue is receipt of an unsolicited invoice which does not indicate the goods or service provided which is the basis of the charge referenced in the invoice. In my view this is an unfair trade practice which preys on the unsuspecting. I wonder how many responses to this type of invoice have made payment without knowing what the payment is for. *** ** ***
We were called to [redacted] home on June 23rd. We found at that time that the pan was cracked again and that the coil still had a leak from the previous year that was not repaired. Due to the completion time of the call we were unable to check the warranty status with the manufacture...
on the coil. We checked the warranty on the coil the next morning and we were able to get the leaking coil (which most likely caused pan to continuous cracks over the years) and metal drain pan installed all at one time allowing us to offer the replacement of the metal pan per [redacted] request. This work was completed on July 5th per customer request for date of completion.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for handling my concern so promptly and professionally.
Regards,
[redacted]
Mr. A[redacted], September 27, 2017, we replaced an evaporator coil, dryer and TXV for you. This work had been previously quoted and you accepted the quoted price. We do not do a line item break down of the pricing, we work with flat rate pricing per job. However, I will explain what was...
involved in the repair from beginning to end. You were correct when you stated that the coil was at no charge. Yet, there are many other items that are part of the repair that do have cost not covered under the parts warranty. Carolina Heating Service had to acquire the warranty part from the vendor. Shipping nor pickup by a delivery driver is reimbursed by any manufacturer for warranty parts. Once we obtain the part, the vendor then sends us an invoice for the part. When evaporator coil or TX is replaced a filter dryer also needs to be installed. The filter dryer is not covered under the manufacturer’s part warranty. Once the new evaporator coil has been soldered in and filter dryer installed the system must be pressurized and be tested for any leaks. The above process takes additional materials and tools that are factored into the cost of the job. Once the determined that there are no leaks in the system the system is then pulled into a vacuum. (another special tool) After this time the system is recharged to manufacturers specified guidelines with R410A refrigerant. The cost of the refrigerant is not covered underneath the manufacturer part warranty. Your system held 8lbs of R410A. Specialized digital gauges to insert the refrigerant into the system and measure superheat and subcool are used to accurately charge the system to manufactures specifications. Tools that skilled tradesman use are very specific and are expensive. I show the technician was at your home from start to finish for 4 hours and 48 minutes. The hourly wages of a skilled tradesmen in our industry with 10+ years of service experience range from $26-$37 per hour. The above numbers are not the technicians fully burdened labor rate, you would need to add approximately 45% to the hourly wage to achieve that cost. Now, once the coil has been replaced and the technician leaves the job site (in his company truck that cost money to fuel, maintain and provide insurance) the old coil then needs to be returned to our vendor via our delivery driver or shipping it back (cost not covered). Once the coil has been returned the vendor a credit will be issued. Other factors that are calculated into our flat rate pricing include our building, utilities, phone system, computer system, our staff to handle service calls, accounting and delivery drivers, the advanced training we offer our technicians, insurance, membership to trade organizations, tools, office supplies and etc... At the end of the day we hope there were able to make five cents on every dollar that we make, but in reality, a normal HVAC company has an average of a -2% to 2% net profit annually. Mr. A[redacted] I am not certain as to what you feel you should have paid for this repair since you accepted the work to be performed without any complaint on the price. Carolina Heating Service did not install the equipment at your home and you certainly were at liberty to call the original installer. You had mentioned that nobody had gotten back in touch with you regarding the letter you sent to Mr. S[redacted]. However, you and Mr. K[redacted] spoke on the phone about this matter in October. The invoice presented by our technician did a thorough breakdown of items and services that were part of your in-warranty coil replacement. I have included another copy of this invoice. We like many other businesses in our industry and businesses in every industry have a flat rate price for items and services that we perform. For example, you don’t go to a restaurant and asked for a line item explanation of the price of the steak you order, when you call the florist you don’t get a breakdown of everything that goes into the bouquet you have delivered, when you have your carpet professionally clean you don’t get a breakdown of everything by line item what makes up the pricing to have the carpet cleaned. I hope that the above explanation of expenses, additional materials, and overhead will satisfy what you’re looking for when it comes to a line item explanation of the billing. As far as a billing adjustment, this is the first you have notified Carolina Heating Service that you feel the pricing for the services that you agree to have performed should be adjusted. Please contact me at your earliest convenience so we can discuss that matter in further detail. My direct line is 864-[redacted].
Mr. A[redacted], We received notice that you rejected that explanation given for the breakdown of charges as detailed in our previous response. The labor rate was not $357.50. The repair included 8lbs of refrigerant as well as a filter dryer. These items are material cost and are not covered under the manufactures part warranty. Carolina Heating Service had to order the part, have part shipped and then picked up from our vendor. We are charged for the part up front. Once our technicians replaced the part and tested we then had to fill out warranty paper work and return the part for credit. All of which have cost associated. The truck our tech drives, insurance, wages, benefits, workers compensation, licenses, administrative staff, phone system, computer system, tools to preform very specific job duties and well as countless hours of training that our technicians received to stay abreast on all of the changes in our industry are all things that factor into the billing. The repair cost was for an in part warranty coil replacement, which included more than just the 4 hours and 48 minutes spent at your home. On September 25th you had agreed with our technician to move forward with this repair at this price. This makes the third time we have attempted to explain to break down on the billing. I do hope the above detailed explanation, along with the previous detailed explanation provides a clearer description of the breakdown. C[redacted]Carolina Heating Service
Mr. [redacted], Again I want to thank you for taking the time to speak with me yesterday.I do apologize you had trouble getting in touch with our management team. I agree that something is odd about the entire situation. Bottom line, like we discussed, we will take care of the airflow...
issue. As we agreed upon, Scott K[redacted], will come out and thoroughly investigate what is going on. I am like you, it is odd for something to happen after 3 years of the equipment being install. We will get to the bottom of the issue.I will follow up with you next Tuesday.If you ever need anything in the future, please let me know. Connie C[redacted]General Manager Carolina Heating Service864-[redacted]