The customer called us with humidity problems on 9/9/2016. Agreed to an $89.00 drive up and diagnosis. Found customer had (2) 14 year old a/c systems that had not been maintained. Tech also found water in drain pan which may have been causing humidity...
problems. Recommended preforming a standard one time clean and check on the systems. Customer declined because of the cost. Tech informed the customer about the DSS good sense plan which we sale for $179.00 per system and the second system would get a 10%discount, for a total cost of $322.20. The customer agreed to sign up for the DDS good Sense plan for both systems. The DSS good sense plan gives the customer: a $ 19.95 drive up compared to $89.00, a 20% discount on all parts and repairs, front of the line priority service during normal working hours, and 2 complementary Maintenance Service checks per year. The two complementary check ups are normally scheduled during normal working hours unless the customer has extenuating circumstances. Weekend and after hour call are reserved for emergency service only. The tech preformed the first complementary check up while at the customers house on 9/9/2016.( We waived the initial diagnosis of $89.00.) Everything seemed to go ok at that time. We scheduled to perform the second complimentary check up on her two systems 6 months later on Saturday 3/4/2017. We agreed to do the check up on a Saturday to accommodate the customer, which is something we normally don't do for complementary maintenance checkups, do to the low margins and overtime is a killer, but we agreed. Saturday rolled around and the weather was nasty and raining all day. We never schedule Maintenance checks on days that are raining because the tech has to open up the system and put his gauges on the outdoor unit and there is a high risk of moisture getting in the system which is never good. Doesn't make sense to risk contaminating a customers system on a routine maintenance check up. The tech was waiting that morning to see if the weather would break but it was obvious that it was set in. The tech should had called the customer to inform her of the situation but he didn't. The customer ended up calling us first which is never good wondering where the tech was. Then when she found out that we couldn't perform the maintenance due to the rain she got very upset. Understandable. I do think the tech should have called the customer earlier that morning when it was apparent that the weather wasn't conducive for the check up. But I do think the customer over reacted to the situation. I visited with my dispatcher about the situation and her conversations with the customer, and she said the customer was rude and talked down to her on the phone and made her feel very uncomfortable. My dispatcher has worked for us for many years and if very good at her job and is good at dealing with many different people and personality's and she always does what she can to accommodate our customers. I then, researched the customers Google reviews online and I see that she has given many other companies poor reviews online. I only saw one positive review out of many reviews. It seems like a possible pattern to me? I'm thinking if she wants to cancel her DSS good sense plans, we should just go ahead and charge her for the original drive up and diagnosis at $89 and 2 level one prices at $132 for performing a maintenance check on two system. So the total cost of the first service call should have been $353.00. That reflects the work that we have actually already performed for the customer. I'm not sure we owe her anything. We did offer to the customer to reschedule the second visit at her convenience but she refused and hung up. So from where I'm sitting she owes us $31.00.
The customer called us with humidity problems on 9/9/2016. Agreed to an $89.00 drive up and diagnosis. Found customer had (2) 14 year old a/c systems that had not been maintained. Tech also found water in drain pan which may have been causing humidity...
problems. Recommended preforming a standard one time clean and check on the systems. Customer declined because of the cost. Tech informed the customer about the DSS good sense plan which we sale for $179.00 per system and the second system would get a 10%discount, for a total cost of $322.20. The customer agreed to sign up for the DDS good Sense plan for both systems. The DSS good sense plan gives the customer: a $ 19.95 drive up compared to $89.00, a 20% discount on all parts and repairs, front of the line priority service during normal working hours, and 2 complementary Maintenance Service checks per year. The two complementary check ups are normally scheduled during normal working hours unless the customer has extenuating circumstances. Weekend and after hour call are reserved for emergency service only. The tech preformed the first complementary check up while at the customers house on 9/9/2016.( We waived the initial diagnosis of $89.00.) Everything seemed to go ok at that time. We scheduled to perform the second complimentary check up on her two systems 6 months later on Saturday 3/4/2017. We agreed to do the check up on a Saturday to accommodate the customer, which is something we normally don't do for complementary maintenance checkups, do to the low margins and overtime is a killer, but we agreed. Saturday rolled around and the weather was nasty and raining all day. We never schedule Maintenance checks on days that are raining because the tech has to open up the system and put his gauges on the outdoor unit and there is a high risk of moisture getting in the system which is never good. Doesn't make sense to risk contaminating a customers system on a routine maintenance check up. The tech was waiting that morning to see if the weather would break but it was obvious that it was set in. The tech should had called the customer to inform her of the situation but he didn't. The customer ended up calling us first which is never good wondering where the tech was. Then when she found out that we couldn't perform the maintenance due to the rain she got very upset. Understandable. I do think the tech should have called the customer earlier that morning when it was apparent that the weather wasn't conducive for the check up. But I do think the customer over reacted to the situation. I visited with my dispatcher about the situation and her conversations with the customer, and she said the customer was rude and talked down to her on the phone and made her feel very uncomfortable. My dispatcher has worked for us for many years and if very good at her job and is good at dealing with many different people and personality's and she always does what she can to accommodate our customers. I then, researched the customers Google reviews online and I see that she has given many other companies poor reviews online. I only saw one positive review out of many reviews. It seems like a possible pattern to me? I'm thinking if she wants to cancel her DSS good sense plans, we should just go ahead and charge her for the original drive up and diagnosis at $89 and 2 level one prices at $132 for performing a maintenance check on two system. So the total cost of the first service call should have been $353.00. That reflects the work that we have actually already performed for the customer. I'm not sure we owe her anything. We did offer to the customer to reschedule the second visit at her convenience but she refused and hung up. So from where I'm sitting she owes us $31.00.