Drain Surgeons

Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ I have spoken with the customerI understand that she feels that [redacted] is inexperienced, however he does have over years experience in the fieldWhen [redacted] called the card number in to us at the office, the client was in the background speaking to [redacted] and was aware of the charges at the timeShe contacted us the next day and stated that she thought the total was only supposed to be $In continuing discussions she gave me different amounts she felt the total should be varying from $to $She stated that she was upset that she was charged for the gas jetter when it was not usedThe only charge she received for the gas jetter was $mobilization fee which I did offer to refund for herShe was unhappy with this and still requested she be refunded moreShe insisted that it would have only taken [redacted] hours to complete the job, which I am unsure how she determined this as the two employees together were both there for over hours and both employees were working on her issueThe client also insisted they left at noon and she looked at her watch at 12:so she knows it was noonWe have GPS tracking on our vans and I verified that both techs were there until approximately 2pm with the GPSWe have also responded to the Discover dispute in the allotted amount of timeWe did explain to her that there is a charge for travel time with the gas jetter since it is a specialty piece of equipment, and we did discount that amount on her billAs we did not use it we are more than willing to refund the $for the mobilization of the gas jetter, however that was refused as it was not the amount of refund that the client wanted

Initial Business Response /* (1000, 5, 2015/07/29) */
I have spoken with the customer. I understand that she feels that [redacted] is inexperienced, however he does have over 16 years experience in the field. When [redacted] called the card number in to us at the office, the client was in the background...

speaking to [redacted] and was aware of the charges at the time. She contacted us the next day and stated that she thought the total was only supposed to be $1200. In continuing discussions she gave me different amounts she felt the total should be varying from $600 to $1200. She stated that she was upset that she was charged for the gas jetter when it was not used. The only charge she received for the gas jetter was $135 mobilization fee which I did offer to refund for her. She was unhappy with this and still requested she be refunded more. She insisted that it would have only taken [redacted] 4 hours to complete the job, which I am unsure how she determined this as the two employees together were both there for over 5 hours and both employees were working on her issue. The client also insisted they left at noon and she looked at her watch at 12:30 so she knows it was noon. We have GPS tracking on our vans and I verified that both techs were there until approximately 2pm with the GPS. We have also responded to the Discover dispute in the allotted amount of time. We did explain to her that there is a charge for travel time with the gas jetter since it is a specialty piece of equipment, and we did discount that amount on her bill. As we did not use it we are more than willing to refund the $135 for the mobilization of the gas jetter, however that was refused as it was not the amount of refund that the client wanted.