As you can see from the attached notes that in the beginning we had offered her another option We always look for OEM parts first as that is what the manufacture recommends and it is at that point where if the OEM part is not available then we look at the universal part for the customerIt is our policy as a company to find the OEM first As you can see from the date of the service 12/2/until we called 8/she had made no effort to pay It wasn't until we called that we ever knew of the her concerns as we had quoted the universal part and she never called backHer concerns of the part being changed twice or yearly was on a totally different part (a fuse) and the part that was sticking and needed to be replaced was a fan timer, not the same part The only payment she made was following this call and that was on 12/17/a whole year later I feel we are owed the amount of the diagnostic charge (this was not a maintenance call/Precision tune up) as we diagnosed the problem and then gave her options as well as followed up with her This happens more than people know to businesses, that the billed gets unpaid due to not being able to get all the details We really strive and give the customer the best service as well as call and communicating with them of all options as we do not want to put them into a financial situation and work with them as best we can We just ask you be upfront with us and not wait a year to let us know concerns We have plenty of customers we have worked with over the years and want to work this out but also feel we did a service and would only think we could get some sort of call, note, email, etcbefore a year has passed If the $gone is what she wants to resolve this and it saves our companies rating and name then so be it, we will give credit the account I would like people to know we provide a place here for our employees and their families, we all work hard at giving the best service so we can provide a great place to work It makes it hard to do that when people call for the service, get service and then decide later what they would like to pay, it happens more than people know and just would like people to call with concerns first and talk with the technician or owner to get all the facts.I am very sorry she felt this way and we as a company will take this into our staff meeting and learn from and will work to do an even better job with our customers
As you can see from the attached notes that in the beginning we had offered her another option We always look for OEM parts first as that is what the manufacture recommends and it is at that point where if the OEM part is not available then we look at the universal part for the customerIt is our policy as a company to find the OEM first As you can see from the date of the service 12/2/until we called 8/she had made no effort to pay It wasn't until we called that we ever knew of the her concerns as we had quoted the universal part and she never called backHer concerns of the part being changed twice or yearly was on a totally different part (a fuse) and the part that was sticking and needed to be replaced was a fan timer, not the same part The only payment she made was following this call and that was on 12/17/a whole year later I feel we are owed the amount of the diagnostic charge (this was not a maintenance call/Precision tune up) as we diagnosed the problem and then gave her options as well as followed up with her This happens more than people know to businesses, that the billed gets unpaid due to not being able to get all the details We really strive and give the customer the best service as well as call and communicating with them of all options as we do not want to put them into a financial situation and work with them as best we can We just ask you be upfront with us and not wait a year to let us know concerns We have plenty of customers we have worked with over the years and want to work this out but also feel we did a service and would only think we could get some sort of call, note, email, etcbefore a year has passed If the $gone is what she wants to resolve this and it saves our companies rating and name then so be it, we will give credit the account I would like people to know we provide a place here for our employees and their families, we all work hard at giving the best service so we can provide a great place to work It makes it hard to do that when people call for the service, get service and then decide later what they would like to pay, it happens more than people know and just would like people to call with concerns first and talk with the technician or owner to get all the facts.I am very sorry she felt this way and we as a company will take this into our staff meeting and learn from and will work to do an even better job with our customers