New England Sheet Metal Works, Inc.

Initial Business Response /* (1000, 6, 2015/10/27) */
We perform hundreds of unit replacements each year. Our pricing is standard and in line with competitors. [redacted] did not manipulate costs because our system does not allow her to do so.
Duct testing must be performed by a third party,...

certified HERS rater. The HERS raters we work with will not schedule testing until we have sufficiently documented that the replacement unit is installed and functioning properly. This is why our technician informed the customer that they would be contacted by the third party for scheduling.
The customer is absolutely correct in stating that the HERS test can be performed by the contractor of their choice. If the customer wishes to proceed accordingly we would not charge them for the cost of the test or permitting. However, we would require one of the following before issuing the $450 refund:
1) Customer to provide Statement of Indemnification acknowledging that a HERS test is required in accordance with CCR Title 20, Chapter 4, Article 8, Sections XXXX-XXXX, and that the customer is removing all responsibility to perform such test from both American Home Shield and New England Sheet Metal.
2) Proof of HERS testing in accordance with #1 above.
As a courtesy we would advise the customer to confirm that the $250 quote they received was from a certified HERS rater, as required by law. Permits alone cost $175, excluding travel & wait time at the county office, which we have already incurred for this customer. Therefore, they should confirm that the contractor providing the quote is certified.
New England will not certify installation of CO alarm(s) unless we install them. As with HERS testing, [redacted] was protecting the reputation & integrity of the company and its employees by stating that the work needed to be performed by New England in order to be certified by New England. We will, however, agree to the $175 refund for CO alarm installation.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will acçept a $175 refund as resolution to my complaint.
I appreciate your acknowledgement of overpricing and willingness to remedy the situation.
Please continue scheduling for duct testing. I NOW understand how costs are broken down in this area.
I will look forward to call from 3rd party contractor and check in the mail.