Materials Handling Equipment Company

From: [redacted]Sent: Tuesday, June 27, 2017 3:27 PMTo: [redacted]Subject: [redacted]; complaint # [redacted]: To respond to the dispute claim; please see complete email string below. As you will see; customer...

had an issue with the hours we charged; and as our Silver Service Policy, we asked them what was fair, and honored that.  I did state if no payment, we would have to remove the parts; to get their attention to the extremely old bills…you will see that below. I thought we handles well and all is settled. They did talk our tech into doing an illegal and unsafe bypass; and that is why that tech has to get there to remove that for safely and liability purposes.  I do see that was not mentioned in the complaint. Let me know if any more questions, but we resolved with Silver Service, like we always do; that is  why our complaints are almost non-existent. Thank you, [redacted] 
[redacted]Cc: [redacted]Subject: Re: [redacted] Hello [redacted], Thank you for the email. Looks good. Please go ahead and email me the invoice. Best regards,  [redacted]
 
 On Thu, Jun 22, 2017 at 9:08 AM, [redacted] wrote:Good morning [redacted], Please take a look at the attached preview. The labor has been adjusted on this per your request. Please let me know if this will work and I will close it and you will get an invoice in the mail. Thank you. [redacted]  From: [redacted] Sent: Wednesday, June 21, 2017 4:59 PMTo: [redacted]Subject: Re: [redacted] Thanks [redacted], We will mail [redacted] a check once we received the revised invoice. Best regards,  [redacted]
 
 On Wed, Jun 21, 2017 at 4:52 PM, [redacted] wrote:OK; we will rebill it with the parts, and the labor amount listed below for the 3 hours, and we will email the invoice so you can have it paid. Thank you, [redacted] 
[redacted] Hello [redacted], Thanks for the email. We are willing to pay $348 (3 hours of labor) Best regards,  [redacted]
 
 On Wed, Jun 21, 2017 at 2:09 PM, [redacted] wrote:[redacted]; what labor amount do you feel is fair?  Thank you,
[redacted] 
[redacted] On Jun 21, 2017, at 1:39 PM, [redacted] wrote:Hello [redacted], We have no problems paying for the parts but we are disputing the amount invoiced for LABOR for the following reasonsThe labor time on the service report for 1/9/2017 is excessive. We did sign a quoted amount for this job but seems impossible for [redacted] to provide us a copy of the signed quote.We had clearly instructed the Technician NOT to come back on 1/10/2017 and that we will call him if the service is needed again. The labor hours for 1/10/2017 is unauthorized.We did not sign the service report we obtained from [redacted]. There is no customer signature on the service report you provided.Thank you,  [redacted]
 
 On Tue, Jun 20, 2017 at 2:00 PM, [redacted] <[redacted] wrote:[redacted]:  Just a follow up on this one….let me know, thank you, [redacted]
 <image001.png> From: [redacted] Sent: Thursday, June 08, 2017 2:21 PMTo: [redacted] Hello [redacted], Thank you for your email. [redacted] said he did sign a quoted amount prior to the commencement of work on the forklift. [redacted] is currently out of the country and will be back in two weeks time. I will get back to you once he is back in the office. Thank you!  [redacted]
 
 On Wed, Jun 7, 2017 at 9:44 AM, [redacted] <[redacted] wrote:Thank you for the response [redacted]: We do not have a signed document; the work order was not signed since we were not let back in to finish total repairs; so please let me know about payment; and if not; let us know when we can take the parts back off; thank you, [redacted] <image001.png> [redacted] 
[redacted] Hello [redacted], Thanks for the email. We are willing to pay but we have signed off on quoted amount for this job. All what we are requesting for is the a copy of the document [redacted] signed for this job. The document received from [redacted] is just a service report. Please kindly send us a copy of the document with the quoted amount [redacted] signed so that we can proceed with payment processing. Thank you,[redacted]   [redacted]
 
 On Tue, Jun 6, 2017 at 9:50 AM, [redacted] <[redacted] wrote:[redacted]: Thank you for your help. We did a certain amount of work on this  unit; but were not allowed to finish/complete the repairs. We want to get paid for what we did.  Please let me know that will happen; if it will not, we will need to come and get the parts we installed back off of the forklift. Thank you! [redacted] <image001.png> [redacted] 
[redacted]
   [redacted] 
[redacted] Hello [redacted], Thanks for the email. Do you have a copy of any document we signed for this Job? My supervisor just told me that he had signed a document (signed by [redacted]) prior to [redacted] rendering service. My supervisor did not remember the name of the signed document.  Best regards, [redacted]
 
 On Tue, Jun 6, 2017 at 9:06 AM, [redacted]> wrote:Please see work order, let me know if this will work.  [redacted]