Initial Business Response /* (1000, 5, 2015/12/03) */
The customer asked us to install an external off-air antenna to receive the local broadcast stations and to run cabling through the walls to two different locations. I discussed the cost with the customer over the phone on November 17th and...
told him the cost of the antenna and the standard installation cost is $150 for two technicians to install the antenna which usually will take one hour with two technicians. He asked about running additional cabling into different locations in the house and I told him beyond the initial $150 for the first hour it would be $75 per man hour for any additional work rounded to the nearest 15 minute increment.
The customer agreed to the terms and we installed the antenna on Friday November 20th. I had a invoice already made up but during the job the customer requested additional work and materials which were not on the original invoice. The technicians told him the invoice would need to be changed and we would invoice him for the additional services.
A new invoice was created that included the additional work performed and the customer was called with the updated amount. The customer did not answer their phone and I left a voice mail. After additional calls each day on the 21st and 22nd the customer still did not answer their phone and I left a voice mail again each time. During the afternoon of the 22nd the customer contacted the technician and requested that he return to make some changes to their DVD/VCR combo that was connected to their television. The technician returned to the customer's home on the 23rd at no charge to help the customer set up their television with their VCR/DVD combo. He presented the invoice to the customer with no additional charge for the return trip and service he had just performed and the customer refused to pay. The customer's wife began yelling and berated the technician to the point he didn't know if he needed to call the police and was forced to leave without payment.
On Monday November 30th, ten days after the installation, the customer came into the store to protest the costs. I listened to the customer's concern and he stated that he thought it was $75 per hour for both technicians after the first hour and his electrician charges less and he should have had his electrician do the job. I asked him what he thought would be a fair compromise and he said $75 an hour for both technicians. I told him I could not do that, I said the rate is $75 per man hour and that is the rate we always charge and he was told that on the phone before we began. I also told him the first hour of $150 for two technicians would also indicate that the rate was per technician. As a courtesy to the customer I offered to reduce the bill by $100 for his misunderstanding of which he agreed upon. The customer then paid the discounted invoice and walked out of the store.
We regret that the customer misunderstood and is upset and would like more than what he has already accepted. We felt this was a fair resolution; we performed the job went out a second time and did additional work for no payment. Given that we already came to a resolution at the store at the time of payment with a $100 courtesy discount, I do not feel that any other adjustments need to be made.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Without a lot of rhetoric, my point is this. They explain their labor rates as $150 for the first hour and $75 per man hour (although we were not told per man hour, only $75/hour) after the first hour. The fact is there labor rates are $150 per hour for two people. So if they were not trying to mislead people, they would just say $150 per hour, rather than $150 for the first hour and $75 per man hour, when in fact it is the same thing. Because some contractors charge more for the first hour than subsequent hours it leads you to believe there is a reduced labor rate when in fact there is not. I just don't want other people (elderly or no) to be mislead. The fact is you can get the same job done for half the amount from many Joplin contractors.
They also said they normally collect half before the job is started. People should be aware and careful of ANY contractor that wants money before the work is done and complete.
They charged $125.00 rather than $150.00, when we were told $75.00.
Final Business Response /* (4000, 10, 2015/12/09) */
Our hourly rate has always been $75 per hour for each technician on custom work and is stated before any customer accepts the job. Our specialty is custom work and most jobs that we perform use specialized equipment and is ordered for that specific job. We request that the customer pay 50% of the job before we purchase the equipment. If you custom order anything at Lowe's or Home Depot they charge 100% of the product before they will place the order. Our business is no different. The customer has agreed to the equipment needed for the job and they pay 50% and we collect the final 50% when the job is finished. Some jobs require one person, other jobs require two. We inform the customer that the rate is $75 per technician per hour. This was stated to the customer before the job was performed however since the customer insists that we misquoted him, out of good faith we credited him $100 and he agreed to the compromise.
We have 17 years of outstanding business and customer service and we will continue to provide the highest level of service. This customer has decided the compromise we agreed upon is now not good enough and we regret that the customer is insinuating that we are taking advantage of our customers.
Final Consumer Response /* (4200, 12, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not agree on his compromise. The check I paid with noted the over charge. We were told $150 for the first hour and $75 there after. Again, I just want other people to be aware of the situation.
Initial Business Response /* (1000, 5, 2015/12/03) */
The customer asked us to install an external off-air antenna to receive the local broadcast stations and to run cabling through the walls to two different locations. I discussed the cost with the customer over the phone on November 17th and...
told him the cost of the antenna and the standard installation cost is $150 for two technicians to install the antenna which usually will take one hour with two technicians. He asked about running additional cabling into different locations in the house and I told him beyond the initial $150 for the first hour it would be $75 per man hour for any additional work rounded to the nearest 15 minute increment.
The customer agreed to the terms and we installed the antenna on Friday November 20th. I had a invoice already made up but during the job the customer requested additional work and materials which were not on the original invoice. The technicians told him the invoice would need to be changed and we would invoice him for the additional services.
A new invoice was created that included the additional work performed and the customer was called with the updated amount. The customer did not answer their phone and I left a voice mail. After additional calls each day on the 21st and 22nd the customer still did not answer their phone and I left a voice mail again each time. During the afternoon of the 22nd the customer contacted the technician and requested that he return to make some changes to their DVD/VCR combo that was connected to their television. The technician returned to the customer's home on the 23rd at no charge to help the customer set up their television with their VCR/DVD combo. He presented the invoice to the customer with no additional charge for the return trip and service he had just performed and the customer refused to pay. The customer's wife began yelling and berated the technician to the point he didn't know if he needed to call the police and was forced to leave without payment.
On Monday November 30th, ten days after the installation, the customer came into the store to protest the costs. I listened to the customer's concern and he stated that he thought it was $75 per hour for both technicians after the first hour and his electrician charges less and he should have had his electrician do the job. I asked him what he thought would be a fair compromise and he said $75 an hour for both technicians. I told him I could not do that, I said the rate is $75 per man hour and that is the rate we always charge and he was told that on the phone before we began. I also told him the first hour of $150 for two technicians would also indicate that the rate was per technician. As a courtesy to the customer I offered to reduce the bill by $100 for his misunderstanding of which he agreed upon. The customer then paid the discounted invoice and walked out of the store.
We regret that the customer misunderstood and is upset and would like more than what he has already accepted. We felt this was a fair resolution; we performed the job went out a second time and did additional work for no payment. Given that we already came to a resolution at the store at the time of payment with a $100 courtesy discount, I do not feel that any other adjustments need to be made.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Without a lot of rhetoric, my point is this. They explain their labor rates as $150 for the first hour and $75 per man hour (although we were not told per man hour, only $75/hour) after the first hour. The fact is there labor rates are $150 per hour for two people. So if they were not trying to mislead people, they would just say $150 per hour, rather than $150 for the first hour and $75 per man hour, when in fact it is the same thing. Because some contractors charge more for the first hour than subsequent hours it leads you to believe there is a reduced labor rate when in fact there is not. I just don't want other people (elderly or no) to be mislead. The fact is you can get the same job done for half the amount from many Joplin contractors.
They also said they normally collect half before the job is started. People should be aware and careful of ANY contractor that wants money before the work is done and complete.
They charged $125.00 rather than $150.00, when we were told $75.00.
Final Business Response /* (4000, 10, 2015/12/09) */
Our hourly rate has always been $75 per hour for each technician on custom work and is stated before any customer accepts the job. Our specialty is custom work and most jobs that we perform use specialized equipment and is ordered for that specific job. We request that the customer pay 50% of the job before we purchase the equipment. If you custom order anything at Lowe's or Home Depot they charge 100% of the product before they will place the order. Our business is no different. The customer has agreed to the equipment needed for the job and they pay 50% and we collect the final 50% when the job is finished. Some jobs require one person, other jobs require two. We inform the customer that the rate is $75 per technician per hour. This was stated to the customer before the job was performed however since the customer insists that we misquoted him, out of good faith we credited him $100 and he agreed to the compromise.
We have 17 years of outstanding business and customer service and we will continue to provide the highest level of service. This customer has decided the compromise we agreed upon is now not good enough and we regret that the customer is insinuating that we are taking advantage of our customers.
Final Consumer Response /* (4200, 12, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not agree on his compromise. The check I paid with noted the over charge. We were told $150 for the first hour and $75 there after. Again, I just want other people to be aware of the situation.