Dan's Service Plus

Thank you for your letter dated 12/12/2014 regarding a billing issue with [redacted].She did call and schedule an appointment. We were there at the time and location thatshe requested. When she was not there upon our arrival our technician made everyattempt to contact her and waited...

for half an hour to give her an opportunity to arrive ifshe was running late. It wasn't until later that she contacted us to say she hadforgotten and would reschedule.Typically when a missed appointment is promptly rescheduled we are able to waive thefirst service call. We waited 45 days for her to reschedule but didn't hear from her sowe billed our minimum service call. Since it is never our intention to waste ourcustomer's money, when we did speak in person on 12/11 I explained that this bill willbe deducted from the next bill when she does have the work done. We feel this is a faircompromise since a simple phone call or email could have notified us of her change ofplans.After our conversation on 12/11, I would agree that our company is not a good fit forMrs. [redacted] and we would decline further work at her residence. As such, we will waivethe service call as a goodwill gesture and wish her well.

[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]

Review: I had called Dan's Service Plus LLC by referral to look at, clean, and service my furnace. The schedled time was in October of 2014. On the day of the appointment, I had forgotten about the time scheduled and was not at home. I was on a client call for work and could not return home. The service tech has called my phone, but since I was in a client meeting, I was unable to respond until later that day.

When I called Dan's Service back, I noted that I was not able to reschedule a new appointment at this time (my budget is very tight, and I couldn't not afford the service the following month). I was told by the customer service person to call when I was able to reschedule. I noted I did want to have the furnace serviced and would call when able.

December 10, 2014 I receive a bill in the mail for approximately $126. It was noted as a charge for a "service call" from Dan's Service Plus, LLC. Prior to this billing, I was NEVER notified by customer service, the service tech, a letter or any other form of contact that I would be billed a "service call" charge for missing my appointment time.

I called Dan's Service Plus the evening of December 10, 2014 and left a voice mail, upset about the billing. I requested a call back and that the charges be dismissed since I was not notified about such a policy.

[redacted] from Dan's Service Plus called me on the morning of 12/11/14. I noted my complaint that there was no notification in writing, verbal, or otherwise that I would be charged $126 for missing my appointment time. [redacted] said "You never asked if there was a policy like that...It's not my problem that you missed the scheduled time...How do I know you didn't have your furnace serviced by another company...It's your responsibility to ask whether there is a service charge."

I informed [redacted] that I believed it was poor business practice to leave it to his customer to have to "ask" if there are service charges. I noted I did not receive a letter noting of this policy or charge, the service tech did not leave a note about such policy, and the administrative assistant / customer service woman I spoke with on the phone when I did call back never informed me of such charges / policies. I asked the charges be waived. [redacted] would not. He was very forward and rude with me on the phone and refused to waive the charges.Desired Settlement: I would like the "service call" charges waived in full, leaving $0 due, since Dan's Service Plus never notified of such charges verbally, in writing, or any other form prior to billing me.

Business

Response:

Thank you for your letter dated 12/12/2014 regarding a billing issue with [redacted].She did call and schedule an appointment. We were there at the time and location thatshe requested. When she was not there upon our arrival our technician made everyattempt to contact her and waited for half an hour to give her an opportunity to arrive ifshe was running late. It wasn't until later that she contacted us to say she hadforgotten and would reschedule.Typically when a missed appointment is promptly rescheduled we are able to waive thefirst service call. We waited 45 days for her to reschedule but didn't hear from her sowe billed our minimum service call. Since it is never our intention to waste ourcustomer's money, when we did speak in person on 12/11 I explained that this bill willbe deducted from the next bill when she does have the work done. We feel this is a faircompromise since a simple phone call or email could have notified us of her change ofplans.After our conversation on 12/11, I would agree that our company is not a good fit forMrs. [redacted] and we would decline further work at her residence. As such, we will waivethe service call as a goodwill gesture and wish her well.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.