Houle's Plumbing & Heating & Air Conditioning

Just so we are of the proper understanding.  This call was done for [redacted] and he is the gentleman that came into our office to discuss the problem.  We did find that [redacted] (who is writing to you) is in our computer system under the same address so it seems that she is...

writing on his behalf.When a customer calls us to make an appointment for a yearly maintenance on their heating system for the first time, we will give them and estimate $250 - $350 for the basic maintenance.  Any work that needs to be done in addition to the yearly maintenance is done as additional work.   We do not leave invoices that are time and materials directly after the work because the parts need to be priced.  Typically after a tune up it does take 1 to 2 weeks for the paper process to go through.  It did take 17 days for us to process this work order, simply due to the timing of the work being around holidays and the end of the year.  When we take the initial call and ask how the customer would like to pay and they give us their credit card for payment we ask if they would like to be called prior to charging the card.  This customer did not choose this option.There is a part that got broken during the tune up, however, the part was broken due to the fact that the oil filter housing had not been removed to  change the filter as often as it should and was, therefore, basically cemented on.  This is something that is out of our technicians control.  The second technician was required for the repair because you need 4 hands to hold things properly when replacing the part that was broken.   This was not an error on our technicians part.   The entire situation was explained to the customer, he was told that we felt the bill should stand as is and that is why he feels he was told "tough" (those words were never used).