Fleur De Lis Caterers

Initial Business Response /* (1000, 5, 2015/11/18) */
Please see attached.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company's response has been more than disappointing. They have done their best to...

skirt around the issue here, which is that we were unjustly billed for labour to fix something that they broke (clearly stated in black and white on the bill). [redacted]
[redacted] We only called for a bulb replacement because [redacted]'s SENT US A NOTICE (a postcard with a picture of one of their trucks) saying to contact them because our UV bulb was due for a change. They must have been familiar with the unit from the previous homeowner. We were led to believe that the installation was a simple process that was included in the cost of the UV bulb. We were NEVER told about additional labour costs. The power supply was entirely visible and only required 1 screw to be removed in order to move it out of the way. [redacted]'s broke the sleeve because he was careless and negligent, not because the UV unit was "improperly installed". If he really felt this was beyond his expertise, he should never have attempted to do the job.
I called Ruddderham's and requested a bacterial test once we were forced to be without water, and they denied us that. We were told we could only have that test done for a fee (approx $80), even after I informed them that we were unhappy that their actions were causing us to buy bottled water. We were never offered a free test, and in fact spent over $20 on bottled water that we should never have had to spend. We also NEVER stated that we didn't need a test because we had "sufficient bottled water".
They also claim to have called "[redacted]" to give us updates, [redacted]. If they ever called and asked for [redacted], they would have been told they have the wrong number, since that is neither of our names!
I find it interesting that in the copy of the email transactions they provided, they cut off the desperate plea concluding my email on Nov 12/15, just as they ignored it throughout this ordeal. My email ended with "....Imagine if someone charged you to fix something of yours after they broke it....then when you tried to have that charge withdrawn, no one would speak to you about it. That is what we have been dealing with for the past month. Please help to end this ordeal, so we can all move past it.. Thank you, "
They charged us for the labour to fix the part that [redacted]'s admitted to breaking. This is clearly stated on the bill. We continue to dispute that there was supposed to be ANY labour charge, however we generously offered to pay $40 for the five minutes it took to change the bulb, even after we incurred additional expenses because of [redacted]'s mistakes.
The only thing we wanted (and still want) is a corrected bill. [redacted]'s billing authority refused to communicate with us until we contacted the Revdex.com. [redacted]. [redacted], I was very reasonable and clear in my complaint and emails. [redacted]'s [redacted]. They attempted to overcharge us, then they argued and insulted me when we tried to protect ourselves. This is the worst customer service I have EVER encountered, and it just keeps getting worse!
Final Business Response /* (4000, 9, 2015/11/27) */
We would like to make the effort to conclude this case and as such, we have adjusted the invoice by $40.00 to reflect what the consumer has requested. This can be paid at the consumers earliest convenience. It has never been our policy to change an ultra violet bulb without charging labour. If the consumer has a written quote from us of course we would honour it. Our product pricing does not include labour.
Final Consumer Response /* (2000, 11, 2015/12/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since this is the compromise I had suggested in the beginning, of course I find this to be a satisfactory resolution. It's unfortunate that we had to involve a mediator to make progress with this company, but I am thankful that the Revdex.com was available for this purpose!