Initial Business Response / [redacted] (1000, 8, 2014/06/30) */ Mr [redacted] is incorrect in his assessment of the time it took for his service call, and the truck chargeWe track our service vehicles via satellite and have records that show our driver was at the location for hoursThis did not include the travel time that is normally charged to the customer from the time we leave our shop to the time we returnMr [redacted] was not charged this amount as we were in the areaThe truck charge of $for a Harvard service call is the standard charge to cover vehicle costsThis amount is clearly told to ALL NEW customers along with the hourly rate for service Mr[redacted] was also informed that all new customers are COD and someone needed to be present at the time of the service to pay the ***Mr [redacted] was not present when the service was performed and left his elderly father to handle the call without any source of payment The technician that handled Mr [redacted] call is one our best and is very through in his assessmentsThe original call for service was for NO Heat, and not for a 2nd opinionUnlike the service company that Mr [redacted] hired to Fix his furnace the week prior to our call that put parts on that did not solve his problem, our technician ran several tests and determined the unit was too old to be repaired and recommended the unit be replaced given the age and condition of the furnace Mr[redacted] reportedly paid the first service guy in full even though the repair was of no use, but refused to pay us for all our time and an honest opinionHe only paid for what he "felt" was an appropriate amount for what he guessed would be an appropriate amount of timeI offered him proof of the time we were there but he refused itHe was also given letters requesting payment and was forewarned that we would file a lien if he didn't at least call us, but he ignored themSo he left us no other choice but to file a lien I'm sorry Mr [redacted] wasted money on his first attempt to repair an un-repairable furnace and that he incurred additional expense hiring us to try again to fix something that shouldn't be without wasting even more time and moneyBut we gave him the best advice and an honest two hours of review by a highly trained technician Perhaps if Mr [redacted] was actually at the house when the service call was made, he could have seen how much effort the technician made to try and find a solution to his No Heat problem, and maybe he "feel" like the time and charge were fair Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) My assessment of the worked performed is accurateThere were no repairs made, no materials usedJensen's uses the satellite tracking system for their truck for a smoke screenI cannot validate the work done by how long the work truck was on my propertyI will only pay for the work that was performed I spent time with previous techs and who could not fix this furnace and saw how long these test takeOnly took minutes for a gas valve and another minutes for a pressure switch testFrom there they only guess what else was wrong I was in constant communication with my father's phone and spoke with the tech on his phoneAfter his testing and guessing, he quickly switched from repairman to salesman and stared his own agenda and gave me quotes for new furnaces off the top of his headAnd then wrote on the bill these quotes, and which the bill had no pricing for list of parts or a list to repair the furnaceThen he tried to railroad me with waving the trumped up service charge if I bought a new furnace through their company I feel this is a degree of fraud with this billing technique because I was paying for a repair service, not a sales callThere responds to my complaint was full of many lies and smoke screens to the truthLike bringing in my elderly father and the previous company service callThis has nothing to do with their billingI cannot allow myself to be a victim at their discretionThis is the kind of mannerism and ethics they exhibit and causes for me not to communicate with them for further negotiation Final Business Response / [redacted] (4000, 12, 2014/07/10) */ I'm confused by the customers response as it is not consistent with his original complaint or his request for service from usIn his case description he says he was seeking a repair OR a second opinion, but in his response to our response he implies that he is not satisfied because "NO repair was made or no materials used"There was no parts used or "repair" attempted because the "2nd Opinion" that was given, after hours of testing and investigation, was that repairing the unit due to it's age and condition would be a waste of moneyThe customer received the second opinion that he requested from a highly trained technician who was very thorough in his review and testingHis bill was fair and should be paidWe are happy to provide the customer with his request to remove the lien, when he pays the balance of his bill Final Consumer Response / [redacted] (4200, 14, 2014/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's unfortunate that the [redacted] ' business is confusedThey are not consistent and contradict themselves with the service request whether they were there for a second opinion or notThis shows in their first responds to their second responds Why would it take such a highly trained technician who knows the unit was plus years old, testing for hours and not attempt a repair? Only to realize that the unit was too old and cost would not be worth repairing and then after hours recommended the unit to be replaced? That does not sound like a highly trained technician Due to the fact that the [redacted] business [redacted] not remove the lien, as stated, the only way to resolve this would be through the court of law
Initial Business Response / [redacted] (1000, 8, 2014/06/30) */ Mr [redacted] is incorrect in his assessment of the time it took for his service call, and the truck chargeWe track our service vehicles via satellite and have records that show our driver was at the location for hoursThis did not include the travel time that is normally charged to the customer from the time we leave our shop to the time we returnMr [redacted] was not charged this amount as we were in the areaThe truck charge of $for a Harvard service call is the standard charge to cover vehicle costsThis amount is clearly told to ALL NEW customers along with the hourly rate for service Mr[redacted] was also informed that all new customers are COD and someone needed to be present at the time of the service to pay the ***Mr [redacted] was not present when the service was performed and left his elderly father to handle the call without any source of payment The technician that handled Mr [redacted] call is one our best and is very through in his assessmentsThe original call for service was for NO Heat, and not for a 2nd opinionUnlike the service company that Mr [redacted] hired to Fix his furnace the week prior to our call that put parts on that did not solve his problem, our technician ran several tests and determined the unit was too old to be repaired and recommended the unit be replaced given the age and condition of the furnace Mr[redacted] reportedly paid the first service guy in full even though the repair was of no use, but refused to pay us for all our time and an honest opinionHe only paid for what he "felt" was an appropriate amount for what he guessed would be an appropriate amount of timeI offered him proof of the time we were there but he refused itHe was also given letters requesting payment and was forewarned that we would file a lien if he didn't at least call us, but he ignored themSo he left us no other choice but to file a lien I'm sorry Mr [redacted] wasted money on his first attempt to repair an un-repairable furnace and that he incurred additional expense hiring us to try again to fix something that shouldn't be without wasting even more time and moneyBut we gave him the best advice and an honest two hours of review by a highly trained technician Perhaps if Mr [redacted] was actually at the house when the service call was made, he could have seen how much effort the technician made to try and find a solution to his No Heat problem, and maybe he "feel" like the time and charge were fair Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) My assessment of the worked performed is accurateThere were no repairs made, no materials usedJensen's uses the satellite tracking system for their truck for a smoke screenI cannot validate the work done by how long the work truck was on my propertyI will only pay for the work that was performed I spent time with previous techs and who could not fix this furnace and saw how long these test takeOnly took minutes for a gas valve and another minutes for a pressure switch testFrom there they only guess what else was wrong I was in constant communication with my father's phone and spoke with the tech on his phoneAfter his testing and guessing, he quickly switched from repairman to salesman and stared his own agenda and gave me quotes for new furnaces off the top of his headAnd then wrote on the bill these quotes, and which the bill had no pricing for list of parts or a list to repair the furnaceThen he tried to railroad me with waving the trumped up service charge if I bought a new furnace through their company I feel this is a degree of fraud with this billing technique because I was paying for a repair service, not a sales callThere responds to my complaint was full of many lies and smoke screens to the truthLike bringing in my elderly father and the previous company service callThis has nothing to do with their billingI cannot allow myself to be a victim at their discretionThis is the kind of mannerism and ethics they exhibit and causes for me not to communicate with them for further negotiation Final Business Response / [redacted] (4000, 12, 2014/07/10) */ I'm confused by the customers response as it is not consistent with his original complaint or his request for service from usIn his case description he says he was seeking a repair OR a second opinion, but in his response to our response he implies that he is not satisfied because "NO repair was made or no materials used"There was no parts used or "repair" attempted because the "2nd Opinion" that was given, after hours of testing and investigation, was that repairing the unit due to it's age and condition would be a waste of moneyThe customer received the second opinion that he requested from a highly trained technician who was very thorough in his review and testingHis bill was fair and should be paidWe are happy to provide the customer with his request to remove the lien, when he pays the balance of his bill Final Consumer Response / [redacted] (4200, 14, 2014/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's unfortunate that the [redacted] ' business is confusedThey are not consistent and contradict themselves with the service request whether they were there for a second opinion or notThis shows in their first responds to their second responds Why would it take such a highly trained technician who knows the unit was plus years old, testing for hours and not attempt a repair? Only to realize that the unit was too old and cost would not be worth repairing and then after hours recommended the unit to be replaced? That does not sound like a highly trained technician Due to the fact that the [redacted] business [redacted] not remove the lien, as stated, the only way to resolve this would be through the court of law