Electrical Systems of Maine, Inc.

*** contracted with us to perform an engine replacement on his 8KW *** generator. He initially contacted us in or around mid February 2017. We asked him for his serial number on his generator, he had that information. I then sent the required paperwork to *** to get the
authorization to purchase the new engine. This authorization was emailed from the service department at *** on February 16th 2017. I then received back the authorization from *** on February 17th and proceeded to order the engine. *** processed the order and sent me a paid receipt on the same day. We received the engine sometime mid March. We received an email dated 03/26/from *** letting us know that he was very upset that we had not contacted him yet about his engine replacement. We told him we were holding off due to the feet of snow that was on the ground and the fact that it would require us to completely tear the machine apart. He agreed and we scheduled the replacement date for 04/19/which was the date that *** has picked, this would ensure he would not have to perform any snow removal to facilitate the replacement of his engine, I believe it also fit into his work schedule. We dispatched our tech on the date we agreed on and he performed the work as required. The initial quote was around $1250.00. We sent *** an invoice for $which was less than original quote. We received a letter from *** on 05/22/requesting an accounting of my technicians time. I then responded to him on 05/22/via email with this information. I sent it to the email address he provided which is ***. I know at some point this this was his preferred email because he had corresponded to us from it prior to this particular email. The account was nearing days past due. Once the account reaches a certain date we keep detailed records of our attempts to contact the customer. We called him and left voicemails on his cell phone and work number on these dates, 06/19/17, 06/21/17, and on 07/05/17. We sent him a collections letter (red letter) on 06/28/which was notification that if we had not received payment in full by a certain date his account was going to a collections agent. We received another written letter from *** on 07/05/17. I attempted to reach out to him via phone and email, no responses from either attempt. The email for some reason bounced back as undeliverableI can only assume that he blocked my email messages. At this point I wrote him a letter letting him know the extent of the attempts we made to contact him to rectify any issues with the invoicing. We mailed the letter via certified mail along with all the email correspondence with the accounting of the technicians time, we mailed it certified because of the difficulties we were having contacting him. We needed confirmation that he was receiving our correspondence and this was the only way we know 100% that he received it. I even offered to extend his credit with us until 07/21/17. We have been in business since 1985. I have never had such an experience with a customer as being as un-responsive to our attempts to rectify an issue with the invoice. If *** had just picked up the phone and made an attempt to call us back we could have reached an agreement. I made every attempt to get him the information he requested. Our invoice was reasonable and under the estimated cost. Our hourly rate is below industry standard for generator technicians, we do charge door to door, even when the tech is driving to location he is working for the customer, very standard for a service company, and *** received everything he ordered. He was even so pleased with our work he asked the technician to make sure he got a service contract from our office, which we sent with the invoice fully filled out, all he had to do was send a check (talk about customer service!!) *** has made two additional payments since the original down payment of $800.00. Total paid to date is $950.00. Which we thanked him for both. Attached you will find all our email correspondence, our noted on our attempts to contact *** that we keep in our accounting system, and the letter we sent to him via certified mail. *** has had ample time to make payment in full and to contact us by phone, email, letter, etc... We have made a substantial effort to attempt to contact him. *** had also asked about the warranty on his new engine which I promptly sent an answer to him via email. Please see attached correspondence we did have with ***. I have done the best I can to put everything in chronological order. All *** had to do was pick up the phone and make a phone call. I agree the beginning of the process did not happen as fast as he would have liked. The weather had a large part to play. In the end *** got what he wanted for less then the original quote, I gave him all the information he was requesting, we made multiple attempts via different channels to contact him. Outside of making a house call I'm at a loss on how to contact *** to rectify the issue