I am unhappy anytime a customer is unhappyThe following are the factsThe customer called in to our office wanting to talk to a technician and have his furnace problem diagnosed over the telephoneWe told him we could send a technician over to his house to troubleshoot and diagnose the furnace problem and the cost for this trip charge and diagnosis would be $plus laxThe customer didn't want to pay that so he declined and hung upThe customer called back later and set up an appointment and agreed to the charge of $The customer states the call was minutes, that's simply not trueAccording to the GPS tracking on the vehicle the technician traveled from East Aurora at 2:pm drove miles and arrived at the customer's home at 3:pm The technician diagnosed the problem and found a part was needed that is not a common partThe technician then made several calls to different suppliers in attempt to acquire the Manufacturer Certified part locally but they didn't have it either, so it had to be orderedWe ordered the part and it was to arrive the next dayThe GPS shows he departed the home at 4:pm(minutes travel, minutes at his house a total of hour minutes)To ensure our pricing is fair and consistent we subscribe to a service that provides us with an industry specific flat-rate pricing guide which is based on the National Average labor repair times and part pricesThis method is very common and used by many companies so that the customer knows how much its going to cost before agreeing to the repairWe took extra measures to go above and beyond to make this customer happyI talked to the customer personally and told him that the flat-rate book has the repair listed at over $for parts and labor; however we would help him out and do it for $plus taxThis price covers the technician's trip to pick up the part at the supplier, drive to the customer's house, dismantle and remove defective part and install the new part, repair wires, start and test the furnace, and the customer responded "NO-WAY" I can gel the part online for $ Regarding the customer's comment that he was without heat for over a week, that had nothing to do with usWe responded immediately to his call for helpI had nothing to do with what was happening the week or weeks before he reached out to us, it seems as if he was trying to solve this himself and couldn'tIn order to stay in business I have to charge something, $is more than fair for all the time and travel expenseSincerely, Kenneth HPresident
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below At no point in time did the company offer to do the repair for 119$ This has become a he said she said situation and I will just let the online reviews of this company Speak for themselves They are thieves and liars The only reason we called them was because their company name was on the furnace Thanks for nothing And just for your information the repair cost a total of $and took a total of minutes, done by me the home owner Don’t make me laugh with the ridiculous quote of dismantling the furnace It was two wires Ridiculous! Regards, [redacted]
I am unhappy anytime a customer is unhappyThe following are the factsThe customer called in to our office wanting to talk to a technician and have his furnace problem diagnosed over the telephoneWe told him we could send a technician over to his house to troubleshoot and diagnose the furnace problem and the cost for this trip charge and diagnosis would be $plus laxThe customer didn't want to pay that so he declined and hung upThe customer called back later and set up an appointment and agreed to the charge of $The customer states the call was minutes, that's simply not trueAccording to the GPS tracking on the vehicle the technician traveled from East Aurora at 2:pm drove miles and arrived at the customer's home at 3:pm The technician diagnosed the problem and found a part was needed that is not a common partThe technician then made several calls to different suppliers in attempt to acquire the Manufacturer Certified part locally but they didn't have it either, so it had to be orderedWe ordered the part and it was to arrive the next dayThe GPS shows he departed the home at 4:pm(minutes travel, minutes at his house a total of hour minutes)To ensure our pricing is fair and consistent we subscribe to a service that provides us with an industry specific flat-rate pricing guide which is based on the National Average labor repair times and part pricesThis method is very common and used by many companies so that the customer knows how much its going to cost before agreeing to the repairWe took extra measures to go above and beyond to make this customer happyI talked to the customer personally and told him that the flat-rate book has the repair listed at over $for parts and labor; however we would help him out and do it for $plus taxThis price covers the technician's trip to pick up the part at the supplier, drive to the customer's house, dismantle and remove defective part and install the new part, repair wires, start and test the furnace, and the customer responded "NO-WAY" I can gel the part online for $ Regarding the customer's comment that he was without heat for over a week, that had nothing to do with usWe responded immediately to his call for helpI had nothing to do with what was happening the week or weeks before he reached out to us, it seems as if he was trying to solve this himself and couldn'tIn order to stay in business I have to charge something, $is more than fair for all the time and travel expenseSincerely, Kenneth HPresident
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below At no point in time did the company offer to do the repair for 119$ This has become a he said she said situation and I will just let the online reviews of this company Speak for themselves They are thieves and liars The only reason we called them was because their company name was on the furnace Thanks for nothing And just for your information the repair cost a total of $and took a total of minutes, done by me the home owner Don’t make me laugh with the ridiculous quote of dismantling the furnace It was two wires Ridiculous! Regards, [redacted]