Jeffrey A. Wilbur Plumbing & Heating, Incorporated

Again *** *** in his opening sentences of his complaint acknowledges that he was told about the $fee to get a technician to the doorHe goes on to mention that it was explained that the $does not include parts or anything elseSo not sure why the surprise about the $diagnostic charge for time spent looking at the systemI don't see how it could be any clearer than thatOur technicians are paid a $spiff for being pulled away from their families on after hour calls or weekends They also by law are paid time and a half wages from the time they leave home until they return home since they are in a company vehicleQuick math would show that in wages alone our company incurred costs of $that morningNot including fuel, the charges from the answering service or any overhead being absorbedThe $that *** *** paid that day was more than fair for the time spent on this job.Respectfully,Jeff W***

This fee was stated as a flat fee and when asked if it was inclusive of all charges (minus parts/labor to fix) they said yes Nothing was mentioned about a fee for diagnostics Again, deceptive If the business is not willing to do anything about these deceptive practices, I will gladly share my reviews on them with friends, family, and anyone else who is asking about HVAC services to stay away from this company I do hope that my review on them also is published on the internet for any future customers to read so they do not give this company their business They scam their customers and provide no service to fix the problem.[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[redacted] contacted our office the evening of 12/9/2016. We live answer all phone calls 24 hours a day. He reached our after hours answering service who is a separate entity paid to answer emergency calls, take customer information and dispatch the on call technicians. We have used this...

company for this service for over 4 years. They do not discuss pricing other than the dispatch fees to get the technician to the customer's door. [redacted] acknowledges this in his statement that he was "Quoted $129 and that does not include parts or anything else." Our website does state under our 8-8 feature and I quote "You may call our office and schedule an evening service call at our regular rates. Schedule would  be interpreted  as pro actively calling in and for example say, "I would like an evening service call. What is available? We would then go over the schedule and work out something that would fit your evening times and ours. These appointments are very popular and are often scheduled a week or more out.  [redacted] called in at 6;50 p.m. exactly on 12/9/2016. This is a Friday night. He requested service that night. This falls into 24 hour emergency service under our and anyone else in the service industries definition. Joe was not able to run the call that evening do to a personal commitment but offered to go out the next morning. The morning of 12/10/2016 Joe dispatched from his home at 8:11 a.m., arrived at the residence of [redacted] at 8:57 a.m. He diagnosed that the defrost board appeared faulty and he also noticed that this was a very new home in an area with new construction still going on. Joe mentioned that this system could very well still be under warranty through the builder of the home. It was at this time that [redacted] volunteered that he was not the property owner. He was merely house sitting for someone. The owner is [redacted] who just purchased the home 9/1/2016. Our employees are instructed to not work for third party, tenants, or anyone but the property owner. We have got in the middle of whose paying, and I didn't authorize this work to many times. Had [redacted] disclosed this when he called in we would have refused service knowing this.  We left the property with the impression that [redacted] would speak with the property owner [redacted] and see if the system was still under warranty with the builder. The parts were covered under a manufacturer's warranty that we did confirm. Still we weren't comfortable working on a system that could have been under someone else's labor warranty. We assumed we would here back from [redacted] the property owner if he did need service and he had no recourse with the original contractor. Monday [redacted] called in irate that we weren't coming out. It was at that time that I made a decision to cut ties with [redacted]. He is not the property owner, he was abrasive with everyone from our company that he had any interaction with.