Initial Business Response /* (1000, 5, 2016/09/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mail.aireserv.com
Sir, I apologize that you feel that you have been done wrong. We strive to give the best service possible and have several system in...
place to make sure we can to so. We do Book Pricing, and all prices for service are given to you up front before we do any work. This protects our customers and lets them know the total before we ever start a project. For example, we charged you [redacted] for the first residents(1110 winkle) and it took 3.5 hour to complete. Our hourly rate is set at [redacted] per hour plus trip charge. If we charged you an hourly rate , this job would have been [redacted] but since it was book pricing you were only charged [redacted] We had to return a second time because we could not check the heat in the home because it was so hot on the original visit. The thermostat did not go up high enough for it to kick on. The technician did a complete check on the system, by bypassing the thermostat but the problem was on the thermostat wire side of things. And as you noted above we did not charge for the return visit. (As a side note, If someone had not tried to fix the system before we arrived and removed a lot of the wires the job would have only taken about 1.5 hours to do) Also my records do not show an [redacted] charge on this residents for this residents. I don't believe that you were charged for that visit and my technician noted that you opted to replace it yourself. If my records aren't correct please let me know.
Again on the second residents([redacted]) we do book pricing and the pricing every time. We did have to return with the supplies to the job that you authorized, unfortunately our vans are only so big and we have to pick and choose the supplies that we carry. The price to run up to 20 foot of thermostat wire is [redacted] which is what you were charged. You were never charged for a thermostat.
On your desired resolution comment you said "Monitor their servicemen and do more complete billing explanations". We try to do a survey after the technicians leave the clients home. We ask questions and allow them to comment on our services and technicians. And again we do upfront pricing so the customer knows the charge before we ever start the job. Then your next comment was" and when a customer calls them to complain listen to the customer complaint and follow through don't just try to get more money out of the customer." After listening to the recorded call I found that we refunded [redacted] to your account, the day you called us with these questions about your bill. That was on 9/6/2016. I know it takes 7-10 days for the Credit Card company to refund sometimes but you should have received it by now. I think this should answer any questions that you have. If not please feel free to contact me directly.
Initial Consumer Rebuttal /* (3000, 8, 2016/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will never do business again
Final Business Response /* (4000, 10, 2016/10/03) */
I do understand the customers frustrations, unfortunately I cannot see a resolution to this. The customer ask for us to monitor our Technicians, more complete billing explanations, and to listen to customer complaints and follow thru on what we say we will do.
As stated before we try to do a client satisfaction survey after every visit. We do this to insure the quality and integrity of the service preformed and satisfaction of your clients.
With regard to the our billing process, give upfront pricing to insure that the home owner knows the price of the service before it is preformed. Our whole process is to insure that the customers get the best and most positive experience possible.
As far as customer complaints, we do not receive many but we are human and make mistakes. We treasure our clients and try to do anything possible to correct them. We are always available to talk about concerns and try to remedy the problem. Again in this case there was money returned to the customers account as we stated that we would do.
To the best of my knowledge we have preformed everything that we sated that we would do. As I stated before we take all complaints very seriously, If the home owner has a suggestion on how to rectify this issue, I would be glad to here it.
Initial Business Response /* (1000, 5, 2016/09/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mail.aireserv.com
Sir, I apologize that you feel that you have been done wrong. We strive to give the best service possible and have several system in...
place to make sure we can to so. We do Book Pricing, and all prices for service are given to you up front before we do any work. This protects our customers and lets them know the total before we ever start a project. For example, we charged you [redacted] for the first residents(1110 winkle) and it took 3.5 hour to complete. Our hourly rate is set at [redacted] per hour plus trip charge. If we charged you an hourly rate , this job would have been [redacted] but since it was book pricing you were only charged [redacted] We had to return a second time because we could not check the heat in the home because it was so hot on the original visit. The thermostat did not go up high enough for it to kick on. The technician did a complete check on the system, by bypassing the thermostat but the problem was on the thermostat wire side of things. And as you noted above we did not charge for the return visit. (As a side note, If someone had not tried to fix the system before we arrived and removed a lot of the wires the job would have only taken about 1.5 hours to do) Also my records do not show an [redacted] charge on this residents for this residents. I don't believe that you were charged for that visit and my technician noted that you opted to replace it yourself. If my records aren't correct please let me know.
Again on the second residents([redacted]) we do book pricing and the pricing every time. We did have to return with the supplies to the job that you authorized, unfortunately our vans are only so big and we have to pick and choose the supplies that we carry. The price to run up to 20 foot of thermostat wire is [redacted] which is what you were charged. You were never charged for a thermostat.
On your desired resolution comment you said "Monitor their servicemen and do more complete billing explanations". We try to do a survey after the technicians leave the clients home. We ask questions and allow them to comment on our services and technicians. And again we do upfront pricing so the customer knows the charge before we ever start the job. Then your next comment was" and when a customer calls them to complain listen to the customer complaint and follow through don't just try to get more money out of the customer." After listening to the recorded call I found that we refunded [redacted] to your account, the day you called us with these questions about your bill. That was on 9/6/2016. I know it takes 7-10 days for the Credit Card company to refund sometimes but you should have received it by now. I think this should answer any questions that you have. If not please feel free to contact me directly.
Initial Consumer Rebuttal /* (3000, 8, 2016/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will never do business again
Final Business Response /* (4000, 10, 2016/10/03) */
I do understand the customers frustrations, unfortunately I cannot see a resolution to this. The customer ask for us to monitor our Technicians, more complete billing explanations, and to listen to customer complaints and follow thru on what we say we will do.
As stated before we try to do a client satisfaction survey after every visit. We do this to insure the quality and integrity of the service preformed and satisfaction of your clients.
With regard to the our billing process, give upfront pricing to insure that the home owner knows the price of the service before it is preformed. Our whole process is to insure that the customers get the best and most positive experience possible.
As far as customer complaints, we do not receive many but we are human and make mistakes. We treasure our clients and try to do anything possible to correct them. We are always available to talk about concerns and try to remedy the problem. Again in this case there was money returned to the customers account as we stated that we would do.
To the best of my knowledge we have preformed everything that we sated that we would do. As I stated before we take all complaints very seriously, If the home owner has a suggestion on how to rectify this issue, I would be glad to here it.