Craig Silveira

8/4/15: Customer called requesting an estimateOur procedure when people call our office for estimates is: We review the $Service Call Fee which gets our technician & truck to the house Once he is there he gives the customer their options and a quote to do the work Depending on how extensive it is to determine what needs to be done; we sometimes charge a diagnostic fee (This diagnostic fee was not discussed because we thought we were doing the work) Once work is approved our technician will do the work and payment is due upon completion When the customer called we told her our terms The customer did not mention estimate after our terms were presented We were under the impression that we were going to her home to complete the workShe indicated that she was having counter tops put in and we explained that we cannot do work until after that was done The customer scheduled our services for the week after the counter tops were put in The customer scheduled our services for Wednesday, 8/12/ Our office contacted the customer on Friday, 8/7/asking if we could change the appointment to Monday, 8/because we were going to be in the area The customer said she had to leave at 11:am for an appointmentWe advised her that would not give us enough time to complete the workWe kept the appointment for Wednesday, 8/12/ On Monday, 8/10/the customer contacted us thinking we were supposed to have been out to her home that morning at 10:am and we weren't there yet We explained that when we tried to reschedule for Monday we told her we would keep the appointment for Wednesday because we would not have enough time to do the work on Monday We were out on Wednesday, 8/12/with technicians prepared to do would we were estimating to be a 1/day or more jobCustomer refused work because she said she cannot make any decisions without discussing with her husband The customer did ask for Tim to contact her but he was out of the office until today, Tuesday, 8/18/ There must have been some misunderstanding with this job8/18/15: we have refunded the customer the dollars collected

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8/4/15: Customer called requesting an
estimate. Our procedure when people call our office for estimates is:  We
review the $68 Service Call Fee which gets our technician & truck to the
house.  Once he is there he gives the customer their options and a quote
to do the work....

Depending on how extensive it is to determine what needs to be
done; we sometimes charge a diagnostic fee.  (This diagnostic fee was not
discussed because we thought we were doing the work) Once work is approved our
technician will do the work and payment is due upon completion.  When the
customer called we told her our terms.  The
customer did not mention estimate after our terms were presented.  We were under the impression that we were
going to her home to complete the work. She indicated that she was having counter
tops put in and we explained that we cannot do work until after that was done.
The customer scheduled our services for the week after the counter tops were
put in.  The customer scheduled our services for Wednesday, 8/12/15.
 Our office contacted the customer on Friday, 8/7/15 asking if we could change
the appointment to Monday, 8/10 because we were going to be in the area.  The customer said she had to leave at 11:00 am
for an appointment. We advised her that would not give us enough time to
complete the work. We kept the appointment for Wednesday, 8/12/15.  On
Monday, 8/10/15 the customer contacted us thinking we were supposed to have
been out to her home that morning at 10:00 am and we weren't there yet.
 We explained that when we tried to reschedule for Monday we told her we
would keep the appointment for Wednesday because we would not have enough time
to do the work on Monday.  We were out on Wednesday, 8/12/15 with 2
technicians prepared to do would we were estimating to be a 1/2 day or more
job. Customer refused work because she said she cannot make any decisions
without discussing with her husband.  The customer did ask for Tim to
contact her but he was out of the office until today, Tuesday, 8/18/15.
 There must have been some misunderstanding with this job. 8/18/15: we
have refunded the customer the dollars collected.