Diller Mechanical Service

The technician had arrived early because he had completed another service call quicker than anticipated and there was not enough time to go to another call before this one was scheduledTechnician contacted [redacted] to see if he could start earlyHe also looked around to see if he could gain access.I had spoken with the technician who performed this work when [redacted] initially complained about the timeTechnician stated that he did arrive early and that he was able to start performing checks on the exterior equipment, technician did not mention anything about not being able to gain access to this equipmentI verified that our service van was onsite during the time the technician said he was onsiteThird party GPS showed that our technician was in fact onsite from 9:am to 12:pmThe invoice also included our portal to portal fee (drive time) and time associated with creating the report she required, stating the condition of the equipment and problems foundThis came to a total of hoursInitial estimate was hours but [redacted] could not tell us size, type or quantity of HVAC systems serving the space she was looking at leasing and we were unfamiliar with this particular building and the equipment serving the space which is why it was an estimate on time to complete the equipment assessmentAfter reviewing the invoice, going over the work with the technician and reviewing the GPS I asked [redacted] if removing hour labor was acceptableI received no response on what would be acceptable but did receive an email that was much unexpected and accusing me of not doing what was rightI have attached our email conversationI took my technicians word for the amount of time he spent working on ***’s equipment assessment and compared it with the 3rd party GPS system we have in place on all service vehiclesThe total time including the drive time came to hours plus the minutes it took to create the report with our findings for a total of hoursIn my first email to ***h I was not belittling her or harassing her but rather explaining why there was a total of hours laborI then politely asked if removing hour of labor was acceptableInstead of responding with what would be acceptable I received her 3rd email which is attached for referencePlease review the emails as they tell the truthI do accuse her of not wanting to pay for the service provided because she never says “I will pay this amount” in any of the correspondence even when I tell her to pay what she fills is fair and now months have passed with no payment on services provided even in the amount she says she was willing to pay in the first placeShe is now saying she won’t pay a dimeReading the emails it looks like this was what she truly intended in the first place based on her actionsInstead of coming to an agreement [redacted] has ignored several attempts for DMS to receive payment for the service providedDMS has sent past due invoices with no response other than “leave me alone and drop all of the charges”She was informed that if payment was not received we would be adding late payment interest fees to the total amountThis has left us no other choice then to possibly send to collections so we can receive payment on work completedThis is not something we want to do and we have never actually had to do this with any of our clientsI would prefer that she pays what is fair so we can move on from this matter but it is completely in her court at this time on how this ends

Complaint: [redacted] I am rejecting this response because:The technician did not have access to the unit prior to the time of the broker arriving and providing a key to get into the locked areaI have attached a copy of a picture of the unit behind a locked gate, that got unlocked upon my arrival at 10:30am, when the appointment time was setI will agree to pay for the time he spent there working on the unit, which was hoursI do not agree to pay for time that he sat there because he was early, outside of the scheduled time for labor, as I did not authorize the work to start then and it was literally not possible for him to access the unit Regards, [redacted] ***

This is all I have asked forWas for *** to tell me what she thought was "fair" for the service provided after providing the the explanation for the original invoice and the information I was given from the technicianIf we receive payment for the hours of labor or $in the next days we will not pursue collections

Complaint: [redacted]
I am rejecting this response because:The technician did not have access to the unit prior to the time of the broker arriving and providing a key to get into the locked area. I have attached a copy of a picture of the unit behind a locked gate, that got unlocked upon my arrival at 10:30am, when the appointment time was set. I will agree to pay for the time he spent there working on the unit, which was 1.5 hours. I do not agree to pay for time that he sat there because he was early, outside of the scheduled time for labor, as I did not authorize the work to start then and it was literally not possible for him to access the unit.
Regards,
[redacted]

The technician had arrived early because he had completed another service call quicker than anticipated and there was not enough time to go to another call before this one was scheduled. Technician contacted [redacted] to see if he could start early. He also looked around to see if he could gain access.I...

had spoken with the technician who performed this work when [redacted] initially complained about the time. Technician stated that he did arrive early and that he was able to start performing checks on the exterior equipment, technician did not mention anything about not being able to gain access to this equipment. I verified that our service van was onsite during the time the technician said he was onsite. Third party GPS showed that our technician was in fact onsite from 9:00 am to 12:20 pm. The invoice also included our normal portal to portal fee (drive time) and time associated with creating the report she required, stating the condition of the equipment and problems found. This came to a total of 4 hours. Initial estimate was 2 hours but [redacted] could not tell us size, type or quantity of HVAC systems serving the space she was looking at leasing and we were unfamiliar with this particular building and the equipment serving the space which is why it was an estimate on time to complete the equipment assessment. After reviewing the invoice, going over the work with the technician and reviewing the GPS I asked [redacted] if removing 1 hour labor was acceptable. I received no response on what would be acceptable but did receive an email that was much unexpected and accusing me of not doing what was right. I have attached our email conversation. I took my technicians word for the amount of time he spent working on [redacted]’s equipment assessment and compared it with the 3rd party GPS system we have in place on all service vehicles. The total time including the drive time came to 3.5 hours plus the 30 minutes it took to create the report with our findings for a total of 4 hours. In my first email to [redacted]h I was not belittling her or harassing her but rather explaining why there was a total of 4 hours labor. I then politely asked if removing 1 hour of labor was acceptable. Instead of responding with what would be acceptable I received her 3rd email which is attached for reference. Please review the emails as they tell the truth. I do accuse her of not wanting to pay for the service provided because she never says “I will pay this amount” in any of the correspondence even when I tell her to pay what she fills is fair and now 3 months have passed with no payment on services provided even in the amount she says she was willing to pay in the first place. She is now saying she won’t pay a dime. Reading the emails it looks like this was what she truly intended in the first place based on her actions. Instead of coming to an agreement [redacted] has ignored several attempts for DMS to receive payment for the service provided. DMS has sent past due invoices with no response other than “leave me alone and drop all of the charges”. She was informed that if payment was not received we would be adding late payment interest fees to the total amount. This has left us no other choice then to possibly send to collections so we can receive payment on work completed. This is not something we want to do and we have never actually had to do this with any of our clients. I would prefer that she pays what is fair so we can move on from this matter but it is completely in her court at this time on how this ends.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I will put a check in the mail tonight. Thank you.
Regards,
[redacted]