Eylander Sales & Service Inc

Complaint: ***
I am rejecting this response for the following reasons:
I’m going to recap parts of Jim’s email, then write my responseThe first seven sentences are about how wholesalers charge more than retailers for various reasonsFirst off, wholesale items are sold for less than retail prices without tax to people like Jim who are then supposed to resell them at Retail price with tax and maybe a slight markup for profitThe problem here is that the retail price is no more than $196.07, not only from ***, but from *** *** (they offer in store pickup even), this is about as close to the definition of “retail price” as you can getEven still the issue really isn’t how their wholesaler is charging them an elevated price (this is an assumption, I have still not received the receipt for the part from Eylander’s), but how I asked about the price before the part was ordered and still was left uninformedAfter I asked about the price I needed to be informed before the part was ordered, and Eylander’s had plenty of time in the days between visits to do this, instead they ordered the part without my consent while leaving me in the dark as to the costAfter complaining about the woes of buying wholesale, Jim goes on to say that the price of the repair is non-negotiable, this is fine, I already offered to pay the labor in fullI just refused to pay $(Before tax!) for what retails for $- $196,Their website says they sell parts at retail to the general public, currently this is an outright lieI am still offering $196.07+tax for the partI will pay the bill in full at any time as long as the part is invoiced at retail to meIn closing Jim expects me to be honest, this is a two-way street Jim, be honest with me and I will pay you on timeAlso, in Jim’s next correspondence we would like the original receipt for the part
Sincerely,
*** ***

In response to ID *** of *** *** near the end of October 2016, our man Steve F*, was called to me ***'s residence to fix his heating problem. Steve F* is an expert at quickly diagnosing a problem found a bad aquastat as there are no prices listed in our catalob. If it was listed it would have been $628.00. That is the price that is recommended for service people to charge the customer to stay in business
Our suppliers pay more for merchandise than what it is sold for on-line. Manufacturers charge for their products by the volume ordered
Example: Our wholesale supplier orders items - cost is $each. On-line seller orders items their cost $each. On-line suppliers generally pay their help minimum wages. Our wholesale suppliers pay their help a living wage. Generally there is no return or guarantee from on-line vendors. Mr *** was anxious to get his heating system repaired and he often called us to fix it. When Steve was on over weeks vacation. When Steve came back to work he had to take care of his regular customers first. Then he got to Mr*** if he hadn't called someone else
Mr *** wanted his heating system repaired ASAP. So Steve ordered the part and fixed the heating system. The price charged for the part was what is needed to stay in business
Generally, we require that the owner of the property to be there while our repair man fixes their problem. Mr *** had no one to be on hand when Steve was working there to pay the bill. Steve did not leave an invoice because there was no one there to sign the completion or pay the bill
We trusted that Mr *** was an honest person and that we didn't request payment before we repaired the problem, which he called us several times
About us taking the old part; customers expect us to remove the old parts to get rid of them into the dumpster.
We are a service organization. Customers call us when they have an electrical or heating problem and want it done ASAP. If we do not have the parts on hand. We obtain them from a supplier who has them and are satisfied their problem is fixed
About us taking the old part; customers expect us to remove the old parts to get rid of them into dumpster

I believe John E*** when he told me *** would not allow him to come into the house. He felt he could find the problem that the receptacle was hooked on the one of the travelers of a 3-way circuit and if he turned on or off, then the outlet on the porch would go on or off, and then he would know how to correct it. We stated "she would not allow John to check out the wiring in the house." in order to correct it. About their calling another electrician to check our work; first if they feel there was a problem they should have called the City Inspector who passed our work who would have conferred with us to correct the problem.When they told me about their problem, I told them that I knew nothing about the job so I couldn't offer an opinion. When they tried to tell me what they thought was wrong, Mr *** kept talking. I raised my voice a little and repeated "you are not electricians so you wouldn't know what was wrong."The electrician they hired came by our shop and inquired about the situation and said he was just going to send the bill for his time.When our electrician returns from vacation, he will correct the problem. We expect the ***s to treat him with respect.We rest our case and will answer no more accusations.Jim E***, Sr

Complaint: ***I am rejecting this response because:
First off, I still have not been provided with the receipt for the partSecond, I wanted to know the price of the part before it was orderedI don't care about you remaining in business, that's your responsibilityI do care about you attempting to grossly overcharge me for a part to remain in business, especially when you state you charge retail for parts on your websiteThird, *** *** is not online only, and as such their price can be considered a good indication of retail priceIt's not like I'm being unreasonable here, $is more than retailLets try to resolve this quickly, I'm tired of repeating myself
Sincerely,*** ***

Thank you for sending the complaint of *** ***
This past year we have had to change our policy to charge $for an estimate or bid to accomplish electrical or HVAC work to be doneThis $must be paid by credit card of cash before we send our technician to their premisesThe customer
is also informed that the $deposit will go towards the repairs if needed
** *** was informed that we charge the customer the $estimate and trip fee before going to the premisesHe gave us his credit card number, we ran it throughIt was OK so we sent our technician to his rental premisesIf repairs were needed we would request additional money to cover the cost of repairs
When our technician arrived he found the tenant had ordered another company to fix the problem so we charged ** *** for the trip fee from the $deposit and are sending him a check for the difference of the trip fee and the $deposit that he had authorized on his credit card
We have to charge the $in advance, because if we don't charge it, too many times people think that we give free estimates or argue with the technician about collecting the bill
We have posted over fifty locations in Snohomish, northern king and south Skagit countiesEach stating the cost of the trip feeIf it is more than resetting a circuit breaker or something simple, the technician advises the premise owner, and arrangements area made to do the works and the customer makes arrangement for the work and payment
In ** *** case, he was informed of the $advance payment and authorized it to be taken from his credit cardHe wanted us to go ahead and fix his water problemIt seems to us that he probably had received a notice from his tenant that they had no water and he did not respond so they ordered someone to fix the problem
*** *** opinion that he should be charged only $for our technician to go out to his mobile home and backHe is living in a different ageOur technician, John, left the shop, stopped at a parts house to get a new pump controlHe arrived at the premises, found the tenant had ordered another company to install a new controllerJohn called ** *** in Florida, who told John to wait there until he straightened thingsHe call ** *** the second time and was told the wait thereJohn waited another minutes, got no reply so he came back to the shopTime spent was 1/hours
We are enclosing a copy of the invoice which shows our technician started the job at 14:P.M(or 2:P.M) and arrived back at the shop at 16:P.M(or 4:P.M.) which equals hours plus minutesOur rates are $per hourHe should have been billed at 1/hours at $per hour= $245.20, including sales taxWe paid our technician for 1/hours and only billed him for a service call
We are sending a check to ** *** for $64.36, which is the difference of the $deposit and the trip feeWe would credit his credit card but we don't keep credit card numbers on file
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

In response to ID *** of *** *** near the end of October 2016, our man Steve F*, was called to me ***'s residence to fix his heating problem. Steve F* is an expert at quickly diagnosing a problem found a bad aquastat as there are no prices listed in our catalob. If it was listed it would have been $628.00. That is the price that is recommended for service people to charge the customer to stay in business
Our suppliers pay more for merchandise than what it is sold for on-line. Manufacturers charge for their products by the volume ordered
Example: Our wholesale supplier orders items - cost is $each. On-line seller orders items their cost $each. On-line suppliers generally pay their help minimum wages. Our wholesale suppliers pay their help a living wage. Generally there is no return or guarantee from on-line vendors. Mr *** was anxious to get his heating system repaired and he often called us to fix it. When Steve was on over weeks vacation. When Steve came back to work he had to take care of his regular customers first. Then he got to Mr*** if he hadn't called someone else
Mr *** wanted his heating system repaired ASAP. So Steve ordered the part and fixed the heating system. The price charged for the part was what is needed to stay in business
Generally, we require that the owner of the property to be there while our repair man fixes their problem. Mr *** had no one to be on hand when Steve was working there to pay the bill. Steve did not leave an invoice because there was no one there to sign the completion or pay the bill
We trusted that Mr *** was an honest person and that we didn't request payment before we repaired the problem, which he called us several times
About us taking the old part; customers expect us to remove the old parts to get rid of them into the dumpster.
We are a service organization. Customers call us when they have an electrical or heating problem and want it done ASAP. If we do not have the parts on hand. We obtain them from a supplier who has them and are satisfied their problem is fixed
About us taking the old part; customers expect us to remove the old parts to get rid of them into dumpster

Dear Mr***; In response to it taking days for our technician to repair your heating system, *** had scheduled at least week vacation when he was to get married and wanted that much time offWhen he came back to work he had several other customers who ahead of you and waiting for ***
to return to service their heating systemWe only send *** to service your type of heating systems because he fully understands them and is able to fix the problemFor us to send another technician to repair your type of heating system would be foolish on our part when they don’t know how to diagnose and repair the problemAbout the price of the product which you found on-line; we do not purchase items on-lineBecause on-line businesses do NOT GUARANTEE the products they sell, and we would have to deal with the manufacturers of the product which takes several days to get a response from themOur local distributors usually get us the defective part the same dayWe are in the service business to take care of our customers’ immediate needsOur wholesaler suppliers, who have the items in stock which cost them more money than what the on-line sales people sell them for to the general publicThe on-line sales people buy in such big quantities that the manufacturers give them a huge discount if they purchase their products in the off season in order for them to cover the costs of keeping their regular employees workingOur wholesale suppliers generally have a small quantity of different items that service people needsAnd their stock is limited to the most popular itemsThey pay much more than what the on-line sales people sell them forThese distributors need to mark up the price to cover their overhead, sales people, etc., and the investment to have the product available for us service peopleBecause of the age of your heating system, none of our suppliers had the item in stock and we had to order the part from Portland OregonThis item which we installed is probably an item which we haven’t installed for or more years agoWe would not have this item in our stock or on a service truckOur supplier had to bring this product from their Portland warehouseOur service man, ***, was able to diagnose the problem, obtain the part and get the heating system working againThe price of this repair is not negotiable to a lower priceThe money was due upon installationWe generally require payment either before we do the work or on the jobsite before our technician leavesWe trusted you to be honest to pay the bill upon receipt of the invoiceYou can put this amount on your credit card by phoneExample: If I like a certain product I am not going to call the company I purchased it from and say to them that I found this on-line cheaper so therefore I feel that I should not pay you the bill you charged me for this
Jim E***, **

Complaint: ***I am rejecting this response because:Dear Ms***, I am rejecting the Eylander electric reply on the following groundsFirst of all I did give them my credit card number in good faith, since I was told, that they had to have it on file, before they would go outThis should have raised a red flag right there, but since I live out of state in Florida, I didn't argue with themHowever, I was never told and I repeat, never told about any deposit and/or trip chargeThey are lying, stating otherwiseThis is the main basis of my complaintThey claim to have posted this in locations in WABeing from out of state, I had no access to any of these postings and they knew, that I was calling from Florida but they did not and I emphasize, did not inform meWhen I still lived in WA, I did business with them in the past, years ago, and was treated fairly, so I had no reason to be suspiciousEvidently things have changed for the worseNow, as to the trip feeFrom Everett Ave to my place on Firetrail Rd in MarysvilleIt is a minute drive maximum (less than miles per google), min round tripI offered to pay a $trip fee to cover thisI should not be held responsible for any stops, shopping, or breaks their techdid on his way, or his way back, as I have no proof, that it was even related to my service callHe could have spent a whole day, for all I careThere was a mix up, that was beyond my control, therefore I feel that they should get some thing for the trip, and that is what I offered, and consider a fair dealAnything more I consider a "rip off" and really bad businessEspecially the rudeness of Jim E***, not wanting to hear me out and hanging up on me, and also when I had the credit card company from Bank of America on a way line, he again hung up on usHe is a very, very rude man, the absolute worst I have ever done business with, and will ever do business againIf you read some of the other customer reviews, they confirm my statementMy bottom line is, unless I receive my money back, less the $50, I will instruct Bank of America, to block the payment, and if necessary, we will have to fight it out in small claims court on credit card fraudWhen I trusted them, by giving them my credit card number, I did not intend to give them a blank checkI hope this adequately describes my positionThanks *** ***

Dear Mr. [redacted]; In response to it taking 25 days for our technician to repair your heating system, [redacted] had scheduled at least 2 week vacation when he was to get married and wanted that much time off. When he came back to work he had several other customers who ahead of you and waiting for [redacted]...

to return to service their heating system. We only send [redacted] to service your type of heating systems because he fully understands them and is able to fix the problem. For us to send another technician to repair your type of heating system would be foolish on our part when they don’t know how to diagnose and repair the problem. About the price of the product which you found on-line; we do not purchase items on-line. Because on-line businesses do NOT GUARANTEE the products they sell, and we would have to deal with the manufacturers of the product which takes several days to get a response from them. Our local distributors usually get us the defective part the same day. We are in the service business to take care of our customers’ immediate needs. Our wholesaler suppliers, who have the items in stock which cost them more money than what the on-line sales people sell them for to the general public. The on-line sales people buy in such big quantities that the manufacturers give them a huge discount if they purchase their products in the off season in order for them to cover the costs of keeping their regular employees working. Our wholesale suppliers generally have a small quantity of different items that service people needs. And their stock is limited to the most popular items. They pay much more than what the on-line sales people sell them for. These distributors need to mark up the price to cover their overhead, sales people, etc., and the investment to have the product available for us service people. Because of the age of your heating system, none of our suppliers had the item in stock and we had to order the part from Portland Oregon. This item which we installed is probably an item which we haven’t installed for 10 or more years ago. We would not have this item in our stock or on a service truck. Our supplier had to bring this product from their Portland warehouse. Our service man, [redacted], was able to diagnose the problem, obtain the part and get the heating system working again. The price of this repair is not negotiable to a lower price. The money was due upon installation. We generally require payment either before we do the work or on the jobsite before our technician leaves. We trusted you to be honest to pay the bill upon receipt of the invoice. You can put this amount on your credit card by phone. Example: If I like a certain product I am not going to call the company I purchased it from and say to them that I found this on-line cheaper so therefore I feel that I should not pay you the bill you charged me for this.
Jim E[redacted], **.

Thank you for sending the complaint of [redacted].
This past year we have had to change our policy to charge $250 for an estimate or bid to accomplish electrical or HVAC work to be done. This $250.00 must be paid by credit card of cash before we send our technician to their premises. The customer...

is also informed that the $250.00 deposit will go towards the repairs if needed.
[redacted] was informed that we charge the customer the $250.00 estimate and trip fee before going to the premises. He gave us his credit card number, we ran it through. It was OK so we sent our technician to his rental premises. If repairs were needed we would request additional money to cover the cost of repairs.
When our technician arrived he found the tenant had ordered another company to fix the problem so we charged [redacted] for the trip fee from the $20.00 deposit and are sending him a check for the difference of the trip fee and the $250.00 deposit that he had authorized on his credit card.
We have to charge the $250.00 in advance, because if we don't charge it, too many times people think that we give free estimates or argue with the technician about collecting the bill.
We have posted over fifty locations in Snohomish, northern king and south Skagit counties. Each stating the cost of the trip fee. If it is more than resetting a circuit breaker or something simple, the technician advises the premise owner, and arrangements area made to do the works and the customer makes arrangement for the work and payment.
In [redacted] case, he was informed of the $250.00 advance payment and authorized it to be taken from his credit card. He wanted us to go ahead and fix his water problem. It seems to us that he probably had received a notice from his tenant that they had no water and he did not respond so they ordered someone to fix the problem.
[redacted] opinion that he should be charged only $50.00 for our technician to go out to his mobile home and back. He is living in a different age. Our technician, John, left the shop, stopped at a parts house to get a new pump control. He arrived at the premises, found the tenant had ordered another company to install a new controller. John called [redacted] in Florida, who told John to wait there until he straightened things. He call [redacted] the second time and was told the wait there. John waited another 10 minutes, got no reply so he came back to the shop. Time spent was 2 1/4 hours.
We are enclosing a copy of the invoice which shows our technician started the job at 14:20 P.M. (or 2:10 P.M) and arrived back at the shop at 16:24 P.M. (or 4:24 P.M.) which equals 2 hours plus 14 minutes. Our rates are $100.00 per hour. He should have been billed at 2 1/4 hours at $100.00 per hour= $245.20, including sales tax. We paid our technician for 2 1/4 hours and only billed him for a service call.
We are sending a check to [redacted] for $64.36, which is the difference of the $250.00 deposit and the trip fee. We would credit his credit card but we don't keep credit card numbers on file.
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]I am rejecting this response because:Dear Ms. [redacted], I am rejecting the Eylander electric reply on the following grounds. First of all I did give them my credit card number in good faith, since I was told, that they had to have it on file, before they would go out. This should have raised a red flag right there, but since I live out of state in Florida, I didn't argue with them. However, I was never told and I repeat, never told about any deposit and/or trip charge. They are lying, stating otherwise. This is the main basis of my complaint. They claim to have posted this in 50 locations in WA. Being from out of state, I had no access to any of these postings and they knew, that I was calling from Florida but they did not and I emphasize, did not inform me. When I still lived in WA, I did business with them in the past, years ago, and was treated fairly, so I had no reason to be suspicious. Evidently things have changed for the worse. Now, as to the trip fee. From Everett Ave to my place on Firetrail Rd in Marysville. It is a 15 minute drive maximum (less than 10 miles per google), 30 min round trip. I offered to pay a $50 trip fee to cover this. I should not be held responsible for any stops, shopping, or breaks their tech. did on his way, or his way back, as I have no proof, that it was even related to my service call. He could have spent a whole day, for all I care. There was a mix up, that was beyond my control, therefore I feel that they should get some thing for the trip, and that is what I offered, and consider a fair deal. Anything more I consider a "rip off" and really bad business. Especially the rudeness of Jim E[redacted], not wanting to hear me out and hanging up on me, and also when I had the credit card company from Bank of America on a 3 way line, he again hung up on us. He is a very, very rude man, the absolute worst I have ever done business with, and will ever do business again. If you read some of the other customer reviews, they confirm my statement. My bottom line is, unless I receive my money back, less the $50, I will instruct Bank of America, to block the payment, and if necessary, we will have to fight it out in small claims court on credit card fraud. When I trusted them, by giving them my credit card number, I did not intend to give them a blank check. I hope this adequately describes my position. Thanks [redacted]

July 29, 2015 To: Revdex.com Revdex.com.org/alaskaoregonwesternwashingtonID: [redacte...⇄ response to:[redacted]Everett WA 98201 For customers who do not have an openaccount with us, we give an estimated cost of the job and require paymentbefore...

we begin.  If it appears that theestimated cost was too low, we require the additional amount.  When the job is finished and passed by theelectrical inspector, we give an itemized invoice showing all parts, laborpermits and taxes.  If the deposit madewas more than the costs, we send a refund. If the cost was more we bill them for that amount. About the complaint;The morning that [redacted] came toour premises, John, the supervisor, told me that there was a problem with anoutlet our man had installed and he had went there to try and find the problemand fix it.  He told the wife that heneeded to check inside the house to see if there was a reverse polarity becausethe outlet was working when our electrician left the property. I inadvertently our electrician hadtapped into travelers of a 3-way circuit, then that would be the problem and wewould fix it. John told me that she would not let himinto the house to check things out, but insisted that the problem was in ourwiring.  She had him check the circuitbreakers to see if one had tripped and they were all OK. For some unknown reason she wouldn’t lethim go into the house to see if there was a possibility of reversed polarity. Later in the day, John told me someonewas coming in to talk to him about a complaint. He said he had to get up to the hospital right away and witness thesigning of the Power of Attorney and he would return as soon as he could. This is all I know about the job. When Mr. [redacted] and his wife came intoour shop the first thing he said was;  “Ihave a complaint about an unfinished job and I don’t want John back on ourproperty.” After listening to him I told him that Icouldn’t offer an opinion except that John felt there was a reversed polarityin the circuit our election tapped into and he asked to go into the house tofind it and correct the wiring. They kept insisting that the problem wasin our wiring and I told them that they are not electricians and our peoplewould find the problem and fix it and we needed to get into the house to findthe problem. John was planning to go over there onSaturday (the next day) and find the problem and fix it.  Since he said he didn’t want John on hisproperty, the electrician who did the job left for vacation so we cannot fix ituntil he gets back. I have been in this business over 60years and we have less than one person out of one thousand customers who issuecomplaints. Yours truly Jim E[redacted], Sr.Eylander’s Sales & Service Inc., akaEylander Electric

Complaint: [redacted]I am rejecting this response because:As happened in the store when we visited to discuss service issues, Jim E[redacted] is straying for the major issue at hand. (At least through email, he cannot interrupt US, as happened oh-so-frequently in person.)Today is the start of the third week since the first service was performed. The outlet still does not function.We have called John E[redacted] and the main office repeatedly, and have received only TWO callbacks (5 seconds long before John hung up on me, and later a half-ring before he hung up). Eylander Electric is making zero attempts to finish the job, after numerous sources have pointed out the error in the job. They must know the date when their one (only one?!) electrician comes back from vacation and could have already scheduled a service date - no attempts made!Sincerely,[redacted]P.S. Attention to detail is important as an electrician – your worker should have carefully checked which wire to splice into. Likewise for you, Jim, pay attention to details. Nobody by the name of [redacted] has everlived in our house – my wife’s name is [redacted] which is clearly written on the invoices.P.P.S You did not raise your voice a little. You were 80% of the way to yelling at us to get out of your store. Be glad we were not recording video that day. I have met other former customers of yours that haveexperienced the same abuse.P.P.P.S. Jim E[redacted] might consider this case closed, but it is not. The credit card billing is being disputed, and pending its resolution, small claims court may follow.

Complaint: [redacted]I am rejecting this response because:First point:The initial responses from Eylander Electric were not "Well, we might have screwed up." Until we hired a SECOND ELECTRICIAN to review the wiring job and write a report, John E[redacted] was steadfastly refusing to rework the job - claiming "It's your house that's messed up, not our wiring job!!" Now, magically their tone of voice has changed. They did not accept our knowledgeable input as to the error in the job, until they heard it from another licensed technician. (The response in the office was practically yelled at us multiple times, "YOU'RE NOT AN ELECTRICIAN! YOU KNOW NOTHING ABOUT IT!") Only now, are they willing to slightly admit that their electrician made a mistake on the job. Customers should NOT have to pay a second company to 'officially' troubleshoot the first company's botched work!!Second point:We NEVER said that John was not allowed in our house. Jim E[redacted] is misstating our words - we had said in the office "We came to talk to you [Jim], not to John. John is the person we are having an issue with." (We said this about three or four times, but Jim did not register the words.) Now because of behavior problems popping up, John E[redacted] is not allowed at our house without my (husband's) presence, because he is a risk to my family. It started with extreme rudeness in person, to my wife and another contractor on site, and developed into him yelling at her over the phone and hanging up on her. I should not need to be home to babysit a professional contractor. If Eylander Electric considers that John E[redacted] needs to be present for the job, HE IS WELCOME, but I will be at the house along with a videocamera to document his behavior. The electrician that actually did the job (Paul) is welcome to return - Paul did not provide such a low level of customer service as John or Jim E[redacted]. Paul simply made a mistake in wiring, but never blamed us or caused us problems. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
First off, I still have not been provided with the receipt for the part. Second, I wanted to know the price of the part before it was ordered. I don't care about you remaining in business, that's your responsibility. I do care about you attempting to grossly overcharge me for a part to remain in business, especially when you state you charge retail for parts on your website. Third, [redacted] is not online only, and as such their price can be considered a good indication of retail price. It's not like I'm being unreasonable here, $196 is more than retail. Lets try to resolve this quickly, I'm tired of repeating myself.
Sincerely,[redacted]