Dear [redacted] ***, I am writing you in response to Complaint ID # [redacted] submitted by [redacted] The service special we advertise clearly states that the service is $+ parts and lubricantsThe standard service includes the items [redacted] highlightedThose items; such as the oil, oil filter, air filter & spark plugs make up the "+ parts and lubricants" portion of the advertisementWe can standardize the labor rates but we cannot pre-determine the specific parts, lubricants or quantities of each item required by a specific unitWe have offered this service in this same format for many years to a tremendous volume of customers and only very rarely does the advertised price come in to question [redacted] has taken part in our Seasonal Service program in prior years so she is aware of how the program worksI have attached a copy of her invoice from We did install a battery in her unit as she stated; however if you subtract the battery ($44.99) from her sub-total ($232.88) her total bill at that time would have come to $when the advertised special was $in When [redacted] called in to schedule the service currently in question she spoke with Jeanie PorterJeanie has worked in our service department for over years and has managed this program for us since its inceptionI am extremely confident the pricing and details of the program were explained to [redacted] at the time the service was scheduled The initial repair bill was for this year's service was approximately $While performing the service my mechanic did make the decision to replace a pulley and choke shaft on the mower to ensure the mower performs properly throughout the mowing seasonThose two items were approximately $and could be considered "extra" in regards to the seasonal serviceWe did not charge [redacted] any additional labor for those repairs and we felt it was in the customer's best interest to have those repairs madeAfter my initial discussion with [redacted] regarding her invoice I agreed to credit those two parts as she did state "nothing extra" when she signed up for the serviceThat brought Joyce's final invoice to $which is the amount she has since agreed to payI feel the service we offer is a great value to our customer's considering everything the service includes combined with the fact that we do not charge pior deliveryI do not feel that our advertisement is misleading in any wayGoing forward I will continue to train my employees to take extra time to explain the program to our customers when they sign up for the program Regards, Tom M***
Dear [redacted] ***, I am writing you in response to Complaint ID # [redacted] submitted by [redacted] The service special we advertise clearly states that the service is $+ parts and lubricantsThe standard service includes the items [redacted] highlightedThose items; such as the oil, oil filter, air filter & spark plugs make up the "+ parts and lubricants" portion of the advertisementWe can standardize the labor rates but we cannot pre-determine the specific parts, lubricants or quantities of each item required by a specific unitWe have offered this service in this same format for many years to a tremendous volume of customers and only very rarely does the advertised price come in to question [redacted] has taken part in our Seasonal Service program in prior years so she is aware of how the program worksI have attached a copy of her invoice from We did install a battery in her unit as she stated; however if you subtract the battery ($44.99) from her sub-total ($232.88) her total bill at that time would have come to $when the advertised special was $in When [redacted] called in to schedule the service currently in question she spoke with Jeanie PorterJeanie has worked in our service department for over years and has managed this program for us since its inceptionI am extremely confident the pricing and details of the program were explained to [redacted] at the time the service was scheduled The initial repair bill was for this year's service was approximately $While performing the service my mechanic did make the decision to replace a pulley and choke shaft on the mower to ensure the mower performs properly throughout the mowing seasonThose two items were approximately $and could be considered "extra" in regards to the seasonal serviceWe did not charge [redacted] any additional labor for those repairs and we felt it was in the customer's best interest to have those repairs madeAfter my initial discussion with [redacted] regarding her invoice I agreed to credit those two parts as she did state "nothing extra" when she signed up for the serviceThat brought Joyce's final invoice to $which is the amount she has since agreed to payI feel the service we offer is a great value to our customer's considering everything the service includes combined with the fact that we do not charge pior deliveryI do not feel that our advertisement is misleading in any wayGoing forward I will continue to train my employees to take extra time to explain the program to our customers when they sign up for the program Regards, Tom M***