Lon's Ponderosa Paint & Wall Covering

Hello MR ***,I am sorry to hear of the issues you had with your servicesMy name is *** and I am the sales and service manager for JMC ElectricI have received this info from Revdex.comThis being the first we have heard of any issues with your service call, it is concerning that we were not give a
call or email as to there being a problemI have talked with the technicians that were on the call (*** and ***) and the scheduler that spoke with you on the phone (***)They said all there conversations and interactions were also very polite and you showed no concerns or questions about the procedures that fallowedAt the final invoicing you had check that everything was completed satisfactory, we set our standards above that but its a minimum requirement for our service technicians to meet on any given projectWe have that on ever service agreement so at that time any questions or concerns can be addressedI strain this point being that a min conversation at time of service and this could have been resolved.? As a time line and explanation of the events of this service call are as fallows.? July 1st, first contact with customer, customer stated he needed a 3-way switch for a fan that the switch had stopped working, ** confirmed should be fairly simple and was told Truck charge + one hour of labor should cover this type of repair and standard switches and outlets are stocked on truckCustomer asked to be scheduled ASAP, was added to cancellation listWork-Order was created and sent to technicianTechnician schedule was over booked due to change of scope on a previous work orderCustomer was contacted and ask to be scheduled for July 14th 8AM.July 14th, Customer was contacted and was asked if he could be rescheduled to the 15th due to an emergency causing conflicting schedules, customer confirmed for the 15th.? July 15th, Technician arrived on site, checked issues found 3-way switch was not what was needed, speed fan switch was need and replaced.? Only first calls of the day are a confirmed appointments, due to the nature of service callsCustomers are given an approximate time frame and are told it could be outside of that time but are given a min confirmation call that must be answered to confirm accessMy understanding at this time, is that the information declared to *** from the first contact was incorrectThe 3-way switch that was originally told should take less than an hour would have taken less that an hour and was on the truckThe switch that was replaced was a speed fan switch that had to be purchased and also would not have been less that an hour to replace.? ? There has been some misunderstandings and confusion, I'm not sure if we are being confused with other calls to company's before we were original scheduled, but our procedures are in place that we do not quote prices over the phone, service calls are only confirmed by the technicians on the day of service before arrival, and pricing is a Truck Fee + Labor + Materials or done as an estimate where an estimator would be scheduled and a contract would be created.? At this time for the inconvenience of rescheduling Mr *** we would be willing to offer you a credit back of $50.00.? Sincerely,*** ** ***SALES MANAGER