Hot Shot Repairs

Thank you for taking the time in giving us your feedback, we appreciate your attention to detail and praise you for the effort in helping your father (the customer) work things out concerning his bill.

Here are a few bullet points on our business practices:

· Our inventory supply does not come from the lowest bidding retail company and we do not price match to the parts they have on their shelves. We use higher quality grade products with a 2-year labor and parts warranty while the manufacturer also backs a 5-year warranty on many of their parts. These parts are also readily available on each of our trucks to eliminate time the customer would have to pay for us to conduct parts pick-ups at each job site. Which saves the client money in the end, although there is a slight mark-up to cover the purchase/ storage/ inventory costs for our company.

· We quote our labor rates at $109.00 per man/ per hour plus parts with a 1 hour minimum. The contract that was signed by the customer also states these rates before any work is started. We avoid running 1-man crews for several reasons; one being that it holds each crew member accountable having a lead technician on each job as well as shortening the amount of time for repairs. Most sprinkler repairs require two guys and cuts the approximate labor time in about thirds; while being more efficient in having an extra set of eyes on the work being performed.

· Our trucks are tracked by a GPS tracking system through T-Mobile; therefore, the tracking of our worker’s vehicles is supported from a third-party company and do not come directly from us.

Below are bullet points regarding the Client’s specific services:

· We do spend approximately 2-3 minutes in the truck before appointments to review notes from when the appointment was initially made by our office staff. There is also an additional approximate 5-10 mins after the work is complete to submit paperwork, include parts used, and print client invoices on the spot.

· We repaired some electrical wiring (which on average can take 2 men about 2 billable hours to locate and repair). We also fixed a five-foot line break in the system (which is estimated to take 2 guys 1-1.5 billable hours per 18 inches to fix) all assuming we are working with PVC pipe.

· While reviewing the cost of PVC, a 2-foot piece from The Home Depot is listed at $2.34; making 1 ft $1.17. Your invoice reflecting the needed 5 feet of PVC at $1.97 does not calculate to the 3-5 times cost markup accusations being stated.

· After questioning the crew regarding the details of this service call, we found the client insisting that there was an additional line break; which both crew members were vigorously digging around to locate. When after several attempts and then testing the system (on average taking 10 minutes per zone) to satisfy the customer, they concluded that there was not another leak.

· Records indicate the truck arriving at the client’s home at 7:51am; just in time for their scheduled appointment at 8am. Both crew members clocked into the job at precisely 8:05am to then clock out at exactly 9:56am. The appropriate billable time for the work that was completed. We also have record of the lead technician calling the office staff at 10:01am indicating that he would be running late to his next appointment that was scheduled at 10am.

In the peak of the season, with our technicians having appointments back to back with only 30 minutes for travel time in between clients, it is exceptionally and highly unlikely that any of the crew members would spend the alleged time sitting in their truck. This season alone, we have completed approximately 1600 service calls working 12-hour days x 2 guys. So, there was never a need or desire to oversell anything. Since you contacted our office staff regarding your concerns and disapproval; we have since cashed the check that was originally written for your services. In hopes that we could come to an understanding as we are aware that not all parties were present at the service time.

It is clearly not our attention for anyone to feel as if we have taken advantage of them or anyone, they are close to. We sincerely apologize if there were any misinterpretations of the services we provide; we strive to be very precise and direct from the moment we pick up the phone for each client appointment.