Initial Business Response / [redacted] (***0, 8, 2017/05/10) */ Received response from business through email In response to Customer [redacted] Miecon's response is as followsShe does not relay accurate information! When she contacted us to service her mini split yes we told her it is a minimum hour service call and she would be charged $ [redacted] plus applicable taxesWe went to the customer home and we found that she had a leak in her mini split and she was not there at the time it was her husbandShe did not think that we did much as it did not take long for us to realize it was a leakAt this point we described to her husband that this can be a very time consuming effort to find a leak and we would need their approval to proceedYes it was a dirty day, and if they approved this at the time we would not have completed itAfter this they contacted us again and said that we can go ahead with trying to find the leakSo we returned to find the leak and we then found that the leak was in the Indoor unit Evaporator and a new unit was recommendedShe said she would consider it, she then asked us to prepare a letter of what we did as she was going to chase another contractor that either installed it originally or who also looked at it as she felt they were liable...I don't know the exact details of why she wanted the letter but it was something to that effectWe prepared the letter and see attached what we gave herAlso see attached the invoice I sent her as per our technicians Work OrderI did try to explain that we are a business and that this was two service calls...but she did not agree! You may want to get her husband involved as he knows the details of the discussionsI did also say in our conversations that she would not have got a bill for the service calls if she decided to order a new unit from us in appreciation for the orderWe did not charge her extra for not purchasing a new unit from us! It was two service calls and when we were approved to find the leak we send two technicians as they are dealing with high Nitrogen pressures so we need a technician inside the home when introducing this pressure for safety reasons and such....but we did explain to her husband that finding a leak can be a time consuming effort and that proceeding would need approval I'm very disappointed, that this is happening and I will be committed to resolve this properly Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 13, 2017/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think that it is clear by the company's response that they chose to leave without completing the first callHe even states that had my husband given consent to find the leak, they would not have been willing to proceedThat fact, along with the verbal quote given to me by the company's associate [redacted] , stating that I would only be charged for one service call of $ [redacted] proves my point that I have been overchargedAs far as it being a time consuming process, the second call was well within the hours allotted for a service call and therefore should not have incurred additional fees I stand by my previous request that this company honor [redacted] 's quote of $ [redacted] plus tax for the completed service call
Initial Business Response /* ([redacted]0, 8, 2017/05/10) */
Received response from business through email.
In response to Customer [redacted]...
Miecon's response is as follows. She does not relay accurate information! When she contacted us to service her mini split yes we told her it...
is a minimum 2 hour service call and she would be charged $[redacted] plus applicable taxes. We went to the customer home and we found that she had a leak in her mini split and she was not there at the time it was her husband. She did not think that we did much as it did not take long for us to realize it was a leak. At this point we described to her husband that this can be a very time consuming effort to find a leak and we would need their approval to proceed. Yes it was a dirty day, and if they approved this at the time we would not have completed it. After this they contacted us again and said that we can go ahead with trying to find the leak. So we returned to find the leak and we then found that the leak was in the Indoor unit Evaporator and a new unit was recommended. She said she would consider it, she then asked us to prepare a letter of what we did as she was going to chase another contractor that either installed it originally or who also looked at it as she felt they were liable...I don't know the exact details of why she wanted the letter but it was something to that effect. We prepared the letter and see attached what we gave her. Also see attached the invoice I sent her as per our technicians Work Order. I did try to explain that we are a business and that this was two service calls...but she did not agree! You may want to get her husband involved as he knows the details of the discussions. I did also say in our conversations that she would not have got a bill for the service calls if she decided to order a new unit from us in appreciation for the order. We did not charge her extra for not purchasing a new unit from us! It was two service calls and when we were approved to find the leak we send two technicians as they are dealing with high Nitrogen pressures so we need a technician inside the home when introducing this pressure for safety reasons and such....but we did explain to her husband that finding a leak can be a time consuming effort and that proceeding would need approval.
I'm very disappointed, that this is happening and I will be committed to resolve this properly.
Regards, [redacted]
Initial Consumer Rebuttal /* (3000, 13, 2017/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think that it is clear by the company's response that they chose to leave without completing the first call. He even states that had my husband given consent to find the leak, they would not have been willing to proceed. That fact, along with the verbal quote given to me by the company's associate [redacted], stating that I would only be charged for one service call of $[redacted] proves my point that I have been overcharged. As far as it being a time consuming process, the second call was well within the 2 hours allotted for a service call and therefore should not have incurred additional fees.
I stand by my previous request that this company honor [redacted]'s quote of $[redacted] plus tax for the completed service call.
Initial Business Response / [redacted] (***0, 8, 2017/05/10) */ Received response from business through email In response to Customer [redacted] Miecon's response is as followsShe does not relay accurate information! When she contacted us to service her mini split yes we told her it is a minimum hour service call and she would be charged $ [redacted] plus applicable taxesWe went to the customer home and we found that she had a leak in her mini split and she was not there at the time it was her husbandShe did not think that we did much as it did not take long for us to realize it was a leakAt this point we described to her husband that this can be a very time consuming effort to find a leak and we would need their approval to proceedYes it was a dirty day, and if they approved this at the time we would not have completed itAfter this they contacted us again and said that we can go ahead with trying to find the leakSo we returned to find the leak and we then found that the leak was in the Indoor unit Evaporator and a new unit was recommendedShe said she would consider it, she then asked us to prepare a letter of what we did as she was going to chase another contractor that either installed it originally or who also looked at it as she felt they were liable...I don't know the exact details of why she wanted the letter but it was something to that effectWe prepared the letter and see attached what we gave herAlso see attached the invoice I sent her as per our technicians Work OrderI did try to explain that we are a business and that this was two service calls...but she did not agree! You may want to get her husband involved as he knows the details of the discussionsI did also say in our conversations that she would not have got a bill for the service calls if she decided to order a new unit from us in appreciation for the orderWe did not charge her extra for not purchasing a new unit from us! It was two service calls and when we were approved to find the leak we send two technicians as they are dealing with high Nitrogen pressures so we need a technician inside the home when introducing this pressure for safety reasons and such....but we did explain to her husband that finding a leak can be a time consuming effort and that proceeding would need approval I'm very disappointed, that this is happening and I will be committed to resolve this properly Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 13, 2017/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think that it is clear by the company's response that they chose to leave without completing the first callHe even states that had my husband given consent to find the leak, they would not have been willing to proceedThat fact, along with the verbal quote given to me by the company's associate [redacted] , stating that I would only be charged for one service call of $ [redacted] proves my point that I have been overchargedAs far as it being a time consuming process, the second call was well within the hours allotted for a service call and therefore should not have incurred additional fees I stand by my previous request that this company honor [redacted] 's quote of $ [redacted] plus tax for the completed service call
Initial Business Response /* ([redacted]0, 8, 2017/05/10) */
Received response from business through email.
In response to Customer [redacted]...
Miecon's response is as follows. She does not relay accurate information! When she contacted us to service her mini split yes we told her it...
is a minimum 2 hour service call and she would be charged $[redacted] plus applicable taxes. We went to the customer home and we found that she had a leak in her mini split and she was not there at the time it was her husband. She did not think that we did much as it did not take long for us to realize it was a leak. At this point we described to her husband that this can be a very time consuming effort to find a leak and we would need their approval to proceed. Yes it was a dirty day, and if they approved this at the time we would not have completed it. After this they contacted us again and said that we can go ahead with trying to find the leak. So we returned to find the leak and we then found that the leak was in the Indoor unit Evaporator and a new unit was recommended. She said she would consider it, she then asked us to prepare a letter of what we did as she was going to chase another contractor that either installed it originally or who also looked at it as she felt they were liable...I don't know the exact details of why she wanted the letter but it was something to that effect. We prepared the letter and see attached what we gave her. Also see attached the invoice I sent her as per our technicians Work Order. I did try to explain that we are a business and that this was two service calls...but she did not agree! You may want to get her husband involved as he knows the details of the discussions. I did also say in our conversations that she would not have got a bill for the service calls if she decided to order a new unit from us in appreciation for the order. We did not charge her extra for not purchasing a new unit from us! It was two service calls and when we were approved to find the leak we send two technicians as they are dealing with high Nitrogen pressures so we need a technician inside the home when introducing this pressure for safety reasons and such....but we did explain to her husband that finding a leak can be a time consuming effort and that proceeding would need approval.
I'm very disappointed, that this is happening and I will be committed to resolve this properly.
Regards, [redacted]
Initial Consumer Rebuttal /* (3000, 13, 2017/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think that it is clear by the company's response that they chose to leave without completing the first call. He even states that had my husband given consent to find the leak, they would not have been willing to proceed. That fact, along with the verbal quote given to me by the company's associate [redacted], stating that I would only be charged for one service call of $[redacted] proves my point that I have been overcharged. As far as it being a time consuming process, the second call was well within the 2 hours allotted for a service call and therefore should not have incurred additional fees.
I stand by my previous request that this company honor [redacted]'s quote of $[redacted] plus tax for the completed service call.