Initial Business Response / [redacted] (1000, 5, 2016/05/09) */ Contact Name and Title: Randy - Operations Manager Contact Phone: [redacted] The customer contacted us regarding his air conditioner that was not working and wanted us to come diagnose itThe call came in a service call not as a quoteA service technician was sent out to the service call to see what the issue wasWhile on site he found the problem and from here he stopped charging any further billable hoursThe technician was on site for hours - hour on the service call and hour on the quoteThe service call portion, which the customer was charged for, to determine what needed to be quoted as a repair or replacement, and the second hour, which was free, to give the customer options on a repair or a new systemA standard service call evaluation fees costs $during regular office hours plus a truck charge of $It was mentioned to the customer that if he wanted to go ahead with the repair he would be given a full credit for the service callThe $quote price was based on a comparable system make and model Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was not a service callI informed the technician as soon as he approached my house that the air compressor was seizedHe then proceeded to verify it for himselfThe amount of time he spent looking at the system was excessive when all I needed was a quote to repair the air conditionerThis is a case of advertising on your websiteI was not informed that any payment was required until after the technician was completed his assessmentWhen I asked how much it was going to be, the technician said $he then handed me a bill for over $and was unable to provide me with a receipt this is when I brought up the fact that your website states that your company provides free estimates and evaluationsI have pictures of the webpage to provide proof of this if needed Final Business Response / [redacted] (4000, 9, 2016/05/18) */ Continued from our last comments To determine what is needed we talk to the customer to see what the problem is and what they are looking forIn this case, the customer called in saying his AC was not workingThere was no mention from the customer about the website or a free quoteIf he mentioned ANYTHING about a quote or even hinted on it we would have sent over a salesman to quote the repair or if it was simple enough do a quote over the phoneIt would be impossible to quote anything accurately as the problem in the system was not knownIt could be a $capacitor or a $coil or a $compressorPrior to the diagnosis, the customer had never mentioned to us that he needed a compressor or was looking for a quote on the compressorOur tech had to check out the system in order to get to this pointBeing the first service company on site to this location there would need to be a diagnosisFrom here a customer could phone as many service companies as he wished saying what the problem is and what he would like to be quoted onWe did not have this optionAs we mentioned to the customer, if he wanted to go through with the repair we would give him a credit for his service call 100% Final Consumer Response / [redacted] (4200, 11, 2016/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again your information is incorrectYour associate was the second service technician on siteThe first company I called was [redacted] As stated I told your tech as soon as he showed up to my house that the air compressor was seizedAs a professional I would think he would be able to determine this within ten minutes investigatingEspecially if the problem was already pointed out to himAll I wanted was a quote to repair or replace my systemI can provide documentation of the [redacted] visit if neededIt is totally unreasonable to charge someone $for what should have been a basic check and quote jobNot only that but your service tech said the charge was $then returned with a bill for over $Your company needs to do a better job of letting customers know if they will be charged for an assessmentYour website is totally misleading and I believe you are advertisingThere are a number of companies that do not charge for an assessmentI would like a refund so that we can go about our dayAlso I still have not received a receipt with a breakdown of said charges
Initial Business Response /* (1000, 5, 2016/05/09) */
Contact Name and Title: Randy - Operations Manager
Contact Phone: [redacted]
The customer contacted us regarding his air conditioner that was not working and wanted us to come diagnose it. The call came in a service call not as a quote. A...
service technician was sent out to the service call to see what the issue was. While on site he found the problem and from here he stopped charging any further billable hours. The technician was on site for 2 hours - 1 hour on the service call and 1 hour on the quote. The service call portion, which the customer was charged for, to determine what needed to be quoted as a repair or replacement, and the second hour, which was free, to give the customer options on a repair or a new system. A standard service call evaluation fees costs $149 during regular office hours plus a truck charge of $15. It was mentioned to the customer that if he wanted to go ahead with the repair he would be given a full credit for the service call. The $4000 quote price was based on a comparable system make and model.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not a service call. I informed the technician as soon as he approached my house that the air compressor was seized. He then proceeded to verify it for himself. The amount of time he spent looking at the system was excessive when all I needed was a quote to repair the air conditioner. This is a case of false advertising on your website. I was not informed that any payment was required until after the technician was completed his assessment. When I asked how much it was going to be, the technician said $150 he then handed me a bill for over $180 and was unable to provide me with a receipt this is when I brought up the fact that your website states that your company provides free estimates and evaluations. I have pictures of the webpage to provide proof of this if needed.
Final Business Response /* (4000, 9, 2016/05/18) */
Continued from our last comments.
To determine what is needed we talk to the customer to see what the problem is and what they are looking for. In this case, the customer called in saying his AC was not working. There was no mention from the customer about the website or a free quote. If he mentioned ANYTHING about a quote or even hinted on it we would have sent over a salesman to quote the repair or if it was simple enough do a quote over the phone. It would be impossible to quote anything accurately as the problem in the system was not known. It could be a $10 capacitor or a $1000 coil or a $3500 compressor. Prior to the diagnosis, the customer had never mentioned to us that he needed a compressor or was looking for a quote on the compressor. Our tech had to check out the system in order to get to this point. Being the first service company on site to this location there would need to be a diagnosis. From here a customer could phone as many service companies as he wished saying what the problem is and what he would like to be quoted on. We did not have this option. As we mentioned to the customer, if he wanted to go through with the repair we would give him a credit for his service call 100%.
Final Consumer Response /* (4200, 11, 2016/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again your information is incorrect. Your associate was the second service technician on site. The first company I called was [redacted]. As stated I told your tech as soon as he showed up to my house that the air compressor was seized. As a professional I would think he would be able to determine this within ten minutes investigating. Especially if the problem was already pointed out to him. All I wanted was a quote to repair or replace my system. I can provide documentation of the [redacted] visit if needed. It is totally unreasonable to charge someone $180 for what should have been a basic check and quote job. Not only that but your service tech said the charge was $150 then returned with a bill for over $180. Your company needs to do a better job of letting customers know if they will be charged for an assessment. Your website is totally misleading and I believe you are false advertising. There are a number of companies that do not charge for an assessment. I would like a refund so that we can go about our day. Also I still have not received a receipt with a breakdown of said charges.
Initial Business Response /* (1000, 5, 2016/05/09) */
Contact Name and Title: Randy - Operations Manager
Contact Phone: [redacted]
The customer contacted us regarding his air conditioner that was not working and wanted us to come diagnose it. The call came in a service call not as a...
quote. A service technician was sent out to the service call to see what the issue was. While on site he found the problem and from here he stopped charging any further billable hours. The technician was on site for 2 hours - 1 hour on the service call and 1 hour on the quote. The service call portion, which the customer was charged for, to determine what needed to be quoted as a repair or replacement, and the second hour, which was free, to give the customer options on a repair or a new system. A standard service call evaluation fees costs $149 during regular office hours plus a truck charge of $15. It was mentioned to the customer that if he wanted to go ahead with the repair he would be given a full credit for the service call. The $4000 quote price was based on a comparable system make and model.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not a service call. I informed the technician as soon as he approached my house that the air compressor was seized. He then proceeded to verify it for himself. The amount of time he spent looking at the system was excessive when all I needed was a quote to repair the air conditioner. This is a case of false advertising on your website. I was not informed that any payment was required until after the technician was completed his assessment. When I asked how much it was going to be, the technician said $150 he then handed me a bill for over $180 and was unable to provide me with a receipt this is when I brought up the fact that your website states that your company provides free estimates and evaluations. I have pictures of the webpage to provide proof of this if needed.
Final Business Response /* (4000, 9, 2016/05/18) */
Continued from our last comments.
To determine what is needed we talk to the customer to see what the problem is and what they are looking for. In this case, the customer called in saying his AC was not working. There was no mention from the customer about the website or a free quote. If he mentioned ANYTHING about a quote or even hinted on it we would have sent over a salesman to quote the repair or if it was simple enough do a quote over the phone. It would be impossible to quote anything accurately as the problem in the system was not known. It could be a $10 capacitor or a $1000 coil or a $3500 compressor. Prior to the diagnosis, the customer had never mentioned to us that he needed a compressor or was looking for a quote on the compressor. Our tech had to check out the system in order to get to this point. Being the first service company on site to this location there would need to be a diagnosis. From here a customer could phone as many service companies as he wished saying what the problem is and what he would like to be quoted on. We did not have this option. As we mentioned to the customer, if he wanted to go through with the repair we would give him a credit for his service call 100%.
Final Consumer Response /* (4200, 11, 2016/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again your information is incorrect. Your associate was the second service technician on site. The first company I called was [redacted]. As stated I told your tech as soon as he showed up to my house that the air compressor was seized. As a professional I would think he would be able to determine this within ten minutes investigating. Especially if the problem was already pointed out to him. All I wanted was a quote to repair or replace my system. I can provide documentation of the [redacted] visit if needed. It is totally unreasonable to charge someone $180 for what should have been a basic check and quote job. Not only that but your service tech said the charge was $150 then returned with a bill for over $180. Your company needs to do a better job of letting customers know if they will be charged for an assessment. Your website is totally misleading and I believe you are false advertising. There are a number of companies that do not charge for an assessment. I would like a refund so that we can go about our day. Also I still have not received a receipt with a breakdown of said charges.
Initial Business Response / [redacted] (1000, 5, 2016/05/09) */ Contact Name and Title: Randy - Operations Manager Contact Phone: [redacted] The customer contacted us regarding his air conditioner that was not working and wanted us to come diagnose itThe call came in a service call not as a quoteA service technician was sent out to the service call to see what the issue wasWhile on site he found the problem and from here he stopped charging any further billable hoursThe technician was on site for hours - hour on the service call and hour on the quoteThe service call portion, which the customer was charged for, to determine what needed to be quoted as a repair or replacement, and the second hour, which was free, to give the customer options on a repair or a new systemA standard service call evaluation fees costs $during regular office hours plus a truck charge of $It was mentioned to the customer that if he wanted to go ahead with the repair he would be given a full credit for the service callThe $quote price was based on a comparable system make and model Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was not a service callI informed the technician as soon as he approached my house that the air compressor was seizedHe then proceeded to verify it for himselfThe amount of time he spent looking at the system was excessive when all I needed was a quote to repair the air conditionerThis is a case of advertising on your websiteI was not informed that any payment was required until after the technician was completed his assessmentWhen I asked how much it was going to be, the technician said $he then handed me a bill for over $and was unable to provide me with a receipt this is when I brought up the fact that your website states that your company provides free estimates and evaluationsI have pictures of the webpage to provide proof of this if needed Final Business Response / [redacted] (4000, 9, 2016/05/18) */ Continued from our last comments To determine what is needed we talk to the customer to see what the problem is and what they are looking forIn this case, the customer called in saying his AC was not workingThere was no mention from the customer about the website or a free quoteIf he mentioned ANYTHING about a quote or even hinted on it we would have sent over a salesman to quote the repair or if it was simple enough do a quote over the phoneIt would be impossible to quote anything accurately as the problem in the system was not knownIt could be a $capacitor or a $coil or a $compressorPrior to the diagnosis, the customer had never mentioned to us that he needed a compressor or was looking for a quote on the compressorOur tech had to check out the system in order to get to this pointBeing the first service company on site to this location there would need to be a diagnosisFrom here a customer could phone as many service companies as he wished saying what the problem is and what he would like to be quoted onWe did not have this optionAs we mentioned to the customer, if he wanted to go through with the repair we would give him a credit for his service call 100% Final Consumer Response / [redacted] (4200, 11, 2016/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again your information is incorrectYour associate was the second service technician on siteThe first company I called was [redacted] As stated I told your tech as soon as he showed up to my house that the air compressor was seizedAs a professional I would think he would be able to determine this within ten minutes investigatingEspecially if the problem was already pointed out to himAll I wanted was a quote to repair or replace my systemI can provide documentation of the [redacted] visit if neededIt is totally unreasonable to charge someone $for what should have been a basic check and quote jobNot only that but your service tech said the charge was $then returned with a bill for over $Your company needs to do a better job of letting customers know if they will be charged for an assessmentYour website is totally misleading and I believe you are advertisingThere are a number of companies that do not charge for an assessmentI would like a refund so that we can go about our dayAlso I still have not received a receipt with a breakdown of said charges
Initial Business Response /* (1000, 5, 2016/05/09) */
Contact Name and Title: Randy - Operations Manager
Contact Phone: [redacted]
The customer contacted us regarding his air conditioner that was not working and wanted us to come diagnose it. The call came in a service call not as a quote. A...
service technician was sent out to the service call to see what the issue was. While on site he found the problem and from here he stopped charging any further billable hours. The technician was on site for 2 hours - 1 hour on the service call and 1 hour on the quote. The service call portion, which the customer was charged for, to determine what needed to be quoted as a repair or replacement, and the second hour, which was free, to give the customer options on a repair or a new system. A standard service call evaluation fees costs $149 during regular office hours plus a truck charge of $15. It was mentioned to the customer that if he wanted to go ahead with the repair he would be given a full credit for the service call. The $4000 quote price was based on a comparable system make and model.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not a service call. I informed the technician as soon as he approached my house that the air compressor was seized. He then proceeded to verify it for himself. The amount of time he spent looking at the system was excessive when all I needed was a quote to repair the air conditioner. This is a case of false advertising on your website. I was not informed that any payment was required until after the technician was completed his assessment. When I asked how much it was going to be, the technician said $150 he then handed me a bill for over $180 and was unable to provide me with a receipt this is when I brought up the fact that your website states that your company provides free estimates and evaluations. I have pictures of the webpage to provide proof of this if needed.
Final Business Response /* (4000, 9, 2016/05/18) */
Continued from our last comments.
To determine what is needed we talk to the customer to see what the problem is and what they are looking for. In this case, the customer called in saying his AC was not working. There was no mention from the customer about the website or a free quote. If he mentioned ANYTHING about a quote or even hinted on it we would have sent over a salesman to quote the repair or if it was simple enough do a quote over the phone. It would be impossible to quote anything accurately as the problem in the system was not known. It could be a $10 capacitor or a $1000 coil or a $3500 compressor. Prior to the diagnosis, the customer had never mentioned to us that he needed a compressor or was looking for a quote on the compressor. Our tech had to check out the system in order to get to this point. Being the first service company on site to this location there would need to be a diagnosis. From here a customer could phone as many service companies as he wished saying what the problem is and what he would like to be quoted on. We did not have this option. As we mentioned to the customer, if he wanted to go through with the repair we would give him a credit for his service call 100%.
Final Consumer Response /* (4200, 11, 2016/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again your information is incorrect. Your associate was the second service technician on site. The first company I called was [redacted]. As stated I told your tech as soon as he showed up to my house that the air compressor was seized. As a professional I would think he would be able to determine this within ten minutes investigating. Especially if the problem was already pointed out to him. All I wanted was a quote to repair or replace my system. I can provide documentation of the [redacted] visit if needed. It is totally unreasonable to charge someone $180 for what should have been a basic check and quote job. Not only that but your service tech said the charge was $150 then returned with a bill for over $180. Your company needs to do a better job of letting customers know if they will be charged for an assessment. Your website is totally misleading and I believe you are false advertising. There are a number of companies that do not charge for an assessment. I would like a refund so that we can go about our day. Also I still have not received a receipt with a breakdown of said charges.
Initial Business Response /* (1000, 5, 2016/05/09) */
Contact Name and Title: Randy - Operations Manager
Contact Phone: [redacted]
The customer contacted us regarding his air conditioner that was not working and wanted us to come diagnose it. The call came in a service call not as a...
quote. A service technician was sent out to the service call to see what the issue was. While on site he found the problem and from here he stopped charging any further billable hours. The technician was on site for 2 hours - 1 hour on the service call and 1 hour on the quote. The service call portion, which the customer was charged for, to determine what needed to be quoted as a repair or replacement, and the second hour, which was free, to give the customer options on a repair or a new system. A standard service call evaluation fees costs $149 during regular office hours plus a truck charge of $15. It was mentioned to the customer that if he wanted to go ahead with the repair he would be given a full credit for the service call. The $4000 quote price was based on a comparable system make and model.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not a service call. I informed the technician as soon as he approached my house that the air compressor was seized. He then proceeded to verify it for himself. The amount of time he spent looking at the system was excessive when all I needed was a quote to repair the air conditioner. This is a case of false advertising on your website. I was not informed that any payment was required until after the technician was completed his assessment. When I asked how much it was going to be, the technician said $150 he then handed me a bill for over $180 and was unable to provide me with a receipt this is when I brought up the fact that your website states that your company provides free estimates and evaluations. I have pictures of the webpage to provide proof of this if needed.
Final Business Response /* (4000, 9, 2016/05/18) */
Continued from our last comments.
To determine what is needed we talk to the customer to see what the problem is and what they are looking for. In this case, the customer called in saying his AC was not working. There was no mention from the customer about the website or a free quote. If he mentioned ANYTHING about a quote or even hinted on it we would have sent over a salesman to quote the repair or if it was simple enough do a quote over the phone. It would be impossible to quote anything accurately as the problem in the system was not known. It could be a $10 capacitor or a $1000 coil or a $3500 compressor. Prior to the diagnosis, the customer had never mentioned to us that he needed a compressor or was looking for a quote on the compressor. Our tech had to check out the system in order to get to this point. Being the first service company on site to this location there would need to be a diagnosis. From here a customer could phone as many service companies as he wished saying what the problem is and what he would like to be quoted on. We did not have this option. As we mentioned to the customer, if he wanted to go through with the repair we would give him a credit for his service call 100%.
Final Consumer Response /* (4200, 11, 2016/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again your information is incorrect. Your associate was the second service technician on site. The first company I called was [redacted]. As stated I told your tech as soon as he showed up to my house that the air compressor was seized. As a professional I would think he would be able to determine this within ten minutes investigating. Especially if the problem was already pointed out to him. All I wanted was a quote to repair or replace my system. I can provide documentation of the [redacted] visit if needed. It is totally unreasonable to charge someone $180 for what should have been a basic check and quote job. Not only that but your service tech said the charge was $150 then returned with a bill for over $180. Your company needs to do a better job of letting customers know if they will be charged for an assessment. Your website is totally misleading and I believe you are false advertising. There are a number of companies that do not charge for an assessment. I would like a refund so that we can go about our day. Also I still have not received a receipt with a breakdown of said charges.