Countryside Plumbing & Heating

I apologized for resending this, but something I did caused your system either sent it before I was finished, or just deleted what I partially wrote.Mr [redacted] did call us during the evening of January 19th at approx 8:pm requesting a repair due to a water leak/running in his homeThe technician did tell him that he would be billed at our Overtime Rate, which is one & half times our regular daytime rateMr [redacted] did not ask for the dollar amount that we chargeOur system is based on a "Flat Rate System" so it is a fixed rate for everyone and is not based on distance traveled or the actual number of minutes it takes to do the repairIf he in fact arrived within minutes, that was very good time because since it was at 8:in the evening, the plumber was traveling from his home, not our business (his home is in Hudson, not [redacted] )[redacted] did not have an opportunity to call Mr [redacted] back earlier because he wanted to have the technician in the room when they talked to verify what he actually did or did not say to Mr [redacted] on the evening of the 19th of JanuaryYesterday, Mr [redacted] did call and by chance, both he and his manager were in the building and availableAt that time he did to talk (on speaker phone) to both the plumber that was at his home (***) and his [redacted] (***) [redacted] told him at that time that he did NOT say he was in the neighborhood or that he had other calls that nightI did varify this with his time card and he only had one call that night and it was from 8:to 9:pm for Mr***I apologize if there was obviously a misunderstanding about his work load, but I cannot deny the facts that he only documented one call that night, so the travel time was not shared with or billed to other clients [redacted] left his home and returned to his home, in Hudson, without addressing any other issues except Mr***'sAll of this is irrelevant because our pricing is not based on his distance traveled or the time he spent or didn't spend on this call.I do sincerely apologize to Mr [redacted] if he says [redacted] was rude or unprofessional in any way over the phone yesterdayI was in the office all day yesterday and did not hear anyone raise their voice to anyone, but I also will not insult Mr [redacted] to say he was or was not treated politely since he obviously took offense to my employee's attitudeI have addressesd this with [redacted] and he also apologizes for his poor attitude and customer skillsI sincerely appreciate every customer we have and totally agree that no one deserves to be treated poorly or without total respect.Expecting a bill because it only took him one minute to advise Mr [redacted] on how to shut off his own water supply is totally unreasonable and there is no way we can offer 24-hour emergency service, a fully equipped service vehicle and an "on call" licensed plumber and charge any customer for any type of repair for less that $He can hardly start his truck for that, to say nothing of leaving his home and family late at night!Also, contrary to Mr***'s report, he DID get an itemized invoice for our charges but since no materials were used, the only billable line item was for a "Level Minor Repair" at $ [redacted] also itemized the reason for the call as "Night Service CallWater RunningNeeds help shutting it off" and the outcome "Irrigation line to backflow brokenFound 1" Shutoff & Explained" to ownerThe Sales Tax was also itemized at $for a total amount due of $(See copy attached).I will not accept Mr***'s assumption that the most he will pay for our service is $I don't know his background or career, but I can't believe he would leave his home and family at 8:at night in January for the fee of $that he is offering usHowever, in an attempt to resolve this unfortunate scenario and show our good faith that we are sincere when we apologize for the way he was treated yesterday over the phone, I will offer to revise these charges to straight time instead of overtimewhich will bring it to a charge of $plus tax of $6.13, for a total of $117.63, contingent on if he pays us before the end of the monthIf this is still unacceptable to him, I will have no choice but to pursue the original/full amount due through our legal system, and our computer system will begin charging a finance charge each month of 18% starting on February 28th

I accept your apology and also accept your offer for the discounted bill and the discounted bill will be sent before end of the monthSincerely, [redacted] ***[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] ***