Andrew Markowski, called on 2/5/to report a leak in his home He told Lauren he had a leak in the front left over the garage in the middle of a bedroom At that time Lauren told [redacted] that the base rate of service was $and included up to one hours time for repair If we are unable to repair the leak in one hour of time than the crews would do no work and we would provide a free estimate for the repair that needed to be done [redacted] agreed to the service call which is why Lauren told him we needed to have a credit card on file to charge after we had been there and done the work and that we would not charge ahead of that because if it is more than one hours worth of repair than we do nothing and provide a free estimate We did not set an appointment because we had a description of where it was leaking This is not unusual.We had a cancellation in our schedule the same day that [redacted] called so our crews were able to go to the home that day Because the repairs needed were less than one hours work my crews went ahead with the repair which was caulking some exposed nail heads on some shingles and caulking an area where the shingle roof meets the metal roof When [redacted] called there was no mention of a fee to visit and a separate fee for repair The service we offered the Markowski's is the same service we offer every customer that calls and needs to have a leak repaired, although the price for those repairs differs by the area of the call due to distance from our office in Purcellville, VA I believe that [redacted] is confused by her conversation that she had with Lauren this morning, possibly because she was very upset Lauren did mention that sometimes we charge a service fee if when we come out there is no leak from the roof such as a plumbing leak but this would have been the first mention of any fee other than the fee for service We believe that if asked [redacted] will not recall any conversation about a fee to visit vs a fee for a repair We don't charge for visits (unless the case of a plumbing leak) We either charge for a repair or we don't because there is a larger repair needed that couldn't be done within that base hours serviceWe are sorry that [redacted] is so upset and we certainly don't want a customer so angry as to go to the Revdex.com I believe part of the miscommunication here is that [redacted] was explained the fees and booked the call and [redacted] doesn't know the first/original conversation at the time of booking the service call This is evidenced by the [redacted] 's noting of the repair fee of $multiple times but where she mentions a visit fee there is no amount, because we never mentioned this to [redacted] I apologize that the communication between my employee and [redacted] was misunderstood but in her own words after my employee showed her the pictures she thanked them for the visit and input and went back inside She did not tell them to stop or not do any work so they proceeded based on knowing our standard verbal agreement we made with [redacted] at the time of booking the call If at any time some one calls in for service they all get the same response If you check our record we have been in business since and our Revdex.com record is almost impeccable We book hundreds of calls every year under this same agreement If we were in the business of committing unfair business practices I believe you would have been contacted long ago Please feel free to have someone phone shop us to see if they get the same call set up as [redacted] The only thing that may be different is the fee for the service call based on location of the job which is why we ask location of the property before quoting a repair fee [redacted] mentions that she would like us to adopt a practice of presenting documentation at the time of service and requiring authorization for repair We actually do this by sending a copy of the service ticket opened to our customers emails which shows their information, the description of the problem and the rate of the service This is sent from a service program we use called Corrigo but the verbal authorization for the repair comes in the booking of the call I will not state perfection because it does take human interaction to send the ticket, it is not automatically sent when we generate the ticket, but [redacted] should have received a copy of this by email however even if he didn't, we again had a verbal agreement for repair I have attached a copy of this service ticket to this complaint
Andrew Markowski, called on 2/5/to report a leak in his home He told Lauren he had a leak in the front left over the garage in the middle of a bedroom At that time Lauren told [redacted] that the base rate of service was $and included up to one hours time for repair If we are unable to repair the leak in one hour of time than the crews would do no work and we would provide a free estimate for the repair that needed to be done [redacted] agreed to the service call which is why Lauren told him we needed to have a credit card on file to charge after we had been there and done the work and that we would not charge ahead of that because if it is more than one hours worth of repair than we do nothing and provide a free estimate We did not set an appointment because we had a description of where it was leaking This is not unusual.We had a cancellation in our schedule the same day that [redacted] called so our crews were able to go to the home that day Because the repairs needed were less than one hours work my crews went ahead with the repair which was caulking some exposed nail heads on some shingles and caulking an area where the shingle roof meets the metal roof When [redacted] called there was no mention of a fee to visit and a separate fee for repair The service we offered the Markowski's is the same service we offer every customer that calls and needs to have a leak repaired, although the price for those repairs differs by the area of the call due to distance from our office in Purcellville, VA I believe that [redacted] is confused by her conversation that she had with Lauren this morning, possibly because she was very upset Lauren did mention that sometimes we charge a service fee if when we come out there is no leak from the roof such as a plumbing leak but this would have been the first mention of any fee other than the fee for service We believe that if asked [redacted] will not recall any conversation about a fee to visit vs a fee for a repair We don't charge for visits (unless the case of a plumbing leak) We either charge for a repair or we don't because there is a larger repair needed that couldn't be done within that base hours serviceWe are sorry that [redacted] is so upset and we certainly don't want a customer so angry as to go to the Revdex.com I believe part of the miscommunication here is that [redacted] was explained the fees and booked the call and [redacted] doesn't know the first/original conversation at the time of booking the service call This is evidenced by the [redacted] 's noting of the repair fee of $multiple times but where she mentions a visit fee there is no amount, because we never mentioned this to [redacted] I apologize that the communication between my employee and [redacted] was misunderstood but in her own words after my employee showed her the pictures she thanked them for the visit and input and went back inside She did not tell them to stop or not do any work so they proceeded based on knowing our standard verbal agreement we made with [redacted] at the time of booking the call If at any time some one calls in for service they all get the same response If you check our record we have been in business since and our Revdex.com record is almost impeccable We book hundreds of calls every year under this same agreement If we were in the business of committing unfair business practices I believe you would have been contacted long ago Please feel free to have someone phone shop us to see if they get the same call set up as [redacted] The only thing that may be different is the fee for the service call based on location of the job which is why we ask location of the property before quoting a repair fee [redacted] mentions that she would like us to adopt a practice of presenting documentation at the time of service and requiring authorization for repair We actually do this by sending a copy of the service ticket opened to our customers emails which shows their information, the description of the problem and the rate of the service This is sent from a service program we use called Corrigo but the verbal authorization for the repair comes in the booking of the call I will not state perfection because it does take human interaction to send the ticket, it is not automatically sent when we generate the ticket, but [redacted] should have received a copy of this by email however even if he didn't, we again had a verbal agreement for repair I have attached a copy of this service ticket to this complaint