Cajun Comfort, Inc.

When *** *** called for service she was advised that there was a diagnostic charge of $and the repair would be quoted before any repairs were made Cajun Comfort, Inclike most reputable companies today use what is know as "Flat Rate Pricing" which does not allow a technician
to over or under charge a customer This is the industry standard and we have been on "Flat Rate Pricing" for 15+ years. The technician followed protocol for his diagnosis, informed the customer of the problem and the repair cost before continuing to make any repairs, started the systems and made final checks to assure the system was working as it should The technician then presented the invoice to *** *** and she paid with a credit card Her system was working properly when the technician left the home and still continues to work properly when she called the office to complain about the cost of the repair the following day. There is a lot that goes into running a service truck and a qualified technician such as: Technical Training, Vehicle Cost, Insurance, Benefits, Fuel, Truck Maintenance, Overhead, and I can go on The cost for repairs represent all of these things and much more The cost represents much more than just the part and Cajun Comfort, Inchas always been competitive in it's pricing or we would not be in business for nearly years

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12173321, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
  My main issue is that you are refusing to be reasonable. The technician did not inform me of repair cost. I asked how much the part was and he said it was $200 or so, I’d have to check the book. Plus, he put the part before advising me. As stated in my original post I specifically asked how much that part cost and all that is written on the invoice that is signed is the part name and a code. I have attached the invoice that I signed, and to someone who is a novice in the a/c industry I do not know what your codes are nor should it be assumed or expected that I (customer) do. I was under the assumption that “flat rate pricing” meant that was the flat rate for the part. If I knew about a/c and a/c parts and repairs I wouldn’t have had to call an a/c repair company. The costs for repairs are not represented at all.  If the cost represents much more than just the part then why doesn’t my invoice state that?  Furthermore, it is industry practice that the call out fee (diagnostic fee) is added towards the price of repairs. I learned this from talking to other homeowners and researching this online. At the time I signed my invoice I was under the belief that the part (advised by your technician) costs $200. This is not true! Also you have given me the run around and have changed your reasoning for the price being so high. I don’t have any issues with paying $300 if that is reasonable, competitive price for the part and service, but it is not. Would you pay that much or let a family member pay that much for a simple repair and part? When a customer calls your business for service, they are doing it because the either cannot or do not know how to make the repairs. Your employees should completely understand this, and be able to answer questions appropriately. From most accounts online you do seem to run a decent company, which is why I contacted your company in the first place. Sadly, you are not at all concerned about being affordable for your customers as you have advertised and obviously are not interested in customer satisfaction either. I want other consumers to be aware of this and maybe your company can learn from this issue, as I know myself as a homeowner has. Perhaps train your techs in being better at articulating and recording pricing for parts and services. Cajun Comfort, Inc. is not the best and it is not the worst. Cajun Comfort, Inc. may have always been competitive in its pricing for nearly 30 years, but times have changed and your customers and consumers deserve better. Please strive to do better. *Also, it is poor customer service to respond to a complaint with there is a lot that goes into running a truck service. Your customers do not need education on how a small business operates. It is condescending and inappropriate, but since you felt the need to educate me here is my response to that:   There is a lot that goes into running a household such as:  private school tuition, vehicle costs, homeowners, dental, and health insurance, fuel, vehicle maintenance, groceries, HOME REPAIRS and I can go on.

When [redacted] called for service she was advised that there was a diagnostic charge of $94.00 and the repair would be quoted before any repairs were made.  Cajun Comfort, Inc. like most reputable companies today use what is know as "Flat Rate Pricing" which does not allow the technician to over charge or under charge a customer.  This is the industry standard and we have been on "Flat Rate Pricing" for 15+ years.The technician followed protocol for his diagnosis, informed the customer of the problem and the repair cost before continuing to make any repairs, started the system and made final checks to assure the system was working as it should.The technician then presented the invoice to [redacted] and she paid with a credit card.  Her system was working properly when the technician left the home and still continues to work properly when she called the office to complain about the cost of the repair the following day.There is a lot that goes into running a service truck and a qualified technician such as: Technical Training, Vehicle Cost, Insurance, Benefits, Fuel, Truck Maintenance, Overhead, and I can go on.  The cost for represents much more than just the part and Cajun Comfort, Inc. has always been competitive in its pricing or we would not be in business for nearly 30 years. Thanks, Keith W. L[redacted]