M. B. Haynes Corporation

Review: On Dec. 2013 had Haynes come to look at leak on heating system. Was offered a service contract which changed the hourly rate from $85 an hour to $75 an hour and a 15% discount on repairs. Paid $240 for the contract and the next day had two repairman fix the system. The bill was made for me that day and I was charged $75 an hour for 8 hrs for two guys which came to $600 and $137 for materials with a materials list breakdown included. Total bill $737, paid that day.In January had the evaporation tank fall on the same system. Called Haynes and two repairman came and told me they would have to order tank. Offered to overnight tank or have tank shipped regularly and do the work the following week. Opted to have shipped regularly to save money. The next week came and had not heard back so I called and was told they would look into it. This was on Monday and they finally called back Tuesday to schedule to fix the next day. On Wednesday two repairmen came and installed the tank. Instead of giving me a bill that day they said they would mail me one. When the bill came they had charged me for 5.5 hrs with two guys one was $75 an hour and the other was $37.50 an hour basically $112.50 an hour instead of the $75 an hour per the service agreement. I also was charged $768 for materials with no material's list breakdown and no mention of a 15% discount on the repairs. After numerous discussion and voicemails left with the billing dept. I was put into contact with [redacted]. I explained I wanted an explanation about the hourly rate difference from the first bill to this bill and would also like to have a materials breakdown. Mr. [redacted] told me he would look into it and get back with me. 6 months later no explanation only the same bill. Called and like usual got voicemail. Left message stating my complaints but still no response. I feel the company misrepresents their service agreement when you speak to someone they seem to not know what is in agreement. Very poor communication.Desired Settlement: Would like to have company honor the service agreement and charge me $75 an hour instead of 112.50 an hour for the 5.5 hrs of labor. Also would like to have 15% discount on repairs as stated in the service agreement. There is no place on the bill that reflects this discount. Would also like to have materials list breakdown I am being billed for $768 of material with no breakdown on how this amount was obtained. I have a concern the tank was overnighted when I specifically told them not to.

Business

Response:

Thank you for your assistance with the complaint from one of our customers. We did not do a good job explaining our charges and associated discounts to our customer.

We want to explain the process of our mistake and offer the customer a refund based upon their understanding of the amounts that should have been charged.

We initially sent a technician out on the call for water leaking. The repair needed gaskets and fittings special for the equipment. The customer paid $85/hour for that labor and $240 for a service contract that he understood qualified him for the $75/hour plus 15% discounted rate. That is where we failed to explain correctly and show it correctly on the invoice.

Our second trip, we had two technicians in one service vehicle. This was co-incidental as the call only required one technician and two were available at the time. That is why only $75/hour was charged for the labor on the first call. Please reference Service Ticket # 11366.

On the third trip (1-24) we sent two technicians on purpose to handle changing the expansion tank as the customer said the tank had fell from its mounted location. A new tank had to be ordered and no labor was charged for that call.

On 1-31-14 we sent two technicians to handle the tank replacement. We charged $75/ hour for the first man and $37.50 for the second man to help.

We failed ourselves and our customer by not explaining that the $75/ hour is per technician and we failed to subtotal the invoice then show the 15% discount. We realize this may be difficult to explain and understand. We have since changed the way we write up discounts.

We charged the customer $1386.75 and did not deduct $208.01 for the discount. The total should have been $1178.74.

As he understands our charges, we should have not charged for the second technician. The invoices would total $1,003.43 if we figure the discount and deduct for the second technician.

We want to keep all customers and feel responsible for not explaining our charges correctly before completing the work. The difference of what we charged and what the customer felt like we should have charged is $383.32.

We will show the discount on future bills.

On 8-7-14, I met with the customer, credited the disputed charges, revised their total billing and credited $240.00 for the cancelation of their unused Preventative Maintenance Agreement.

They paid all outstanding charges with a check.

We will be returning to fix a leak at no charge.

Again, thank you for your help in resolving this matter.

Sincerely,

Haynes Heating & Cooling

Vice President

Cc: [redacted]