Initial Business Response /* (1000, 5, 2015/02/16) */
Good day:
In response to this complaint we feel we acted in a ethical matter
I am the individual who took the call on the day in questionI asked a few questions to determine the size of the hot water tank in questionMs ***
was unable to answer my questions accurately since she was not on site during the time of our conversationI asked her if the tank was oil fired as we do not service them and she did not knowShe arranged with another person to meet us on site when we had a crew availableI dispatched the call within an hourThere was no mention of a estimate on the phone callWhy would we give an estimate on something that can be determined over the phone?
Our hourly rate for two individuals is $per hourThe price including install of a hot water tank is $Our men loaded up a new gallon tank on their truck to take with them expecting to do the workA gallon hot water tank is used in approximately 90% of the homes in that area of the cityUnfortunately when we arrived on location we saw that it was a oil- fired tank
We then explained that we could not service as we are not licenced to do soWe then left the scence, went back to our shop and placed our boiler back in our inventory
Our billing is based upon a minimum of one hour chargeWe charged this customer 1/the cost of the service callThis allows us to pay our men who charge us an hour for their time and the overhead costs of operating our company vehicle
I fail to see how we took advantage of this situationWe ceratainly have not "profited" from this encounter
Also our *** *** ad states that Free estimates are only provided when certain conditions applyIf she had asked for an estimate in our original phone conversation I would have told her the cost of installing a new gallon hot water tank is $
Furthermore how can we determine what a person has in their home when the person does not know themselves? We can only use our best judgements based on what the customer tells us
If you have any further questions I can be reached at (XXX) XXX-XXXX
Thank you,
*** ***
Initial Business Response /* (1000, 5, 2015/02/16) */
Good day:
In response to this complaint we feel we acted in a ethical matter
I am the individual who took the call on the day in questionI asked a few questions to determine the size of the hot water tank in questionMs ***
was unable to answer my questions accurately since she was not on site during the time of our conversationI asked her if the tank was oil fired as we do not service them and she did not knowShe arranged with another person to meet us on site when we had a crew availableI dispatched the call within an hourThere was no mention of a estimate on the phone callWhy would we give an estimate on something that can be determined over the phone?
Our hourly rate for two individuals is $per hourThe price including install of a hot water tank is $Our men loaded up a new gallon tank on their truck to take with them expecting to do the workA gallon hot water tank is used in approximately 90% of the homes in that area of the cityUnfortunately when we arrived on location we saw that it was a oil- fired tank
We then explained that we could not service as we are not licenced to do soWe then left the scence, went back to our shop and placed our boiler back in our inventory
Our billing is based upon a minimum of one hour chargeWe charged this customer 1/the cost of the service callThis allows us to pay our men who charge us an hour for their time and the overhead costs of operating our company vehicle
I fail to see how we took advantage of this situationWe ceratainly have not "profited" from this encounter
Also our *** *** ad states that Free estimates are only provided when certain conditions applyIf she had asked for an estimate in our original phone conversation I would have told her the cost of installing a new gallon hot water tank is $
Furthermore how can we determine what a person has in their home when the person does not know themselves? We can only use our best judgements based on what the customer tells us
If you have any further questions I can be reached at (XXX) XXX-XXXX
Thank you,
*** ***