I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The vendor did not offer any resolution - They can't even spell my name correctly. An unhappy customer is not their concern so I will take my families' business elsewhere.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I have tried to reach out to Mr. [redacted] to discuss his complaint on two different occasions, and he has not responded as of yet. Mr. [redacted] had called our office to schedule a maintenance service call, which we performed on 10/28/15. For any service call that is scheduled, our staff...
instructs how our rates work to the customer, as well as that we expect payment at the time of service via cash, check, [redacted], **, or [redacted]. We have also been doing the service work for Mr. [redacted] since as far back as 2008, and our method of how we charge our customers has not changed, except for the amounts of the service...but the method has remained the same. Some companies charge a flat 'diagnostic' fee, then once they are in your home, give you a price on repair. We choose to charge based on the duration of time we are there, and have been charging this method for the last 20+ years. Our initial fee is $109.00, which covers any diagnostic and/or repair in the first half hour. After that, we charge $35.00 for every 15 minutes thereafter. This breakdown is explained to each customer who calls to schedule a repair or maintenance. So, in his case, $109.00 for the first half hour, plus $35.00/ea for the additional 1hr & 45min thereafter ($245) totaled $354.00 in labor. While it was explained to him when he initially called, our techs usually break this down on the invoice as well. In this case, unfortunately, they did not, which we will address directly with the tech who was at Mr. [redacted]'s house. I would be happy to explain or fees again to Mr. [redacted] once he calls us back. Thank you, Joseph R.
I am disappointed that Mr. [redacted] is unsatisfied with the services that were quoted, but there appears to be a misunderstanding. There was a service call scheduled for Mr. [redacted] on Nov. 4, 2014 for a time range of 12-4PM. As per his complaint, Mr. [redacted] noted that we arrived late, which is...
untrue. The only time slots we estimate to customers are ranges of 830am - 12pm or 12pm - 4pm. Our technician arrived, as confirmed by Mr. [redacted] on his invoice, at 2:45pm, well within the range of time he was given. We cannot quote, as we tell all our customers, a specific time since it is too difficult to exactly measure the duration of the appointments for that day, so, we give estimations and call the customer en-route...which he was called when he finished his previous repair at 1:30.The service call was scheduled for a "'Clean & Check' on the furnace and air in system-making noise". Upon arrival, we performed the maintenance on the furnace as noted on the invoice, which normally takes approximately 30 min on its own. The technician also determined there was a leak in Mr. [redacted] water tank and evaluated the problem with the noise and confirming air in the system. The water tanks, upon our own research, was determined to be under the manufacturer warratny. We gave a labor estimate to replace the tank, to which he refused. To properly fix the air problem, the technician recommended replacing all 4 air vents as stated, which he did not have with him. We service many brands of equipment, and unfortunately, cannot have a warehouse full of parts on our vans. So, he was quoted an estimated time to do the repair as well as a cost for the 4 vents. It was determined it would take approximately 1 1/2 hours to drain the system, change the vents, refill the system and bleed the air out. This is where the misunderstanding seems to come in. Our rates are $95 for the first half hour, and $30 for each additional 15 min. So, the initial 'Clean & Check' on furnace and diagnostic came to $125 + tax. When he was told he would not be charged the initial service call, we were referring to the initial $95...he would only be charged for the remaining 'continuous time' the tech would have to be there. So, whether he was there for an additional 1 1/2 hours at that time if he had the parts, or if we had come back...he would still have been charged the same for the additional 1 1/2 hours. He is not being charged twice for bleeding the system...although the technician did bleed whatever air he could out of the system as a temporary fix so to temporarily eliminate the noise until it was fixed properly. But, as stated, if the vents are not changed, and bled properly, the noise will come back. Mr. [redacted] was also told that if the service took less than the estimated time, he would only be charged for the time we are there...but if we were there longer, he would not be charged any more that he was quoted. I called Mr. [redacted] to further explain and resolve the situation, but now he states he never called for the cleaning...only to fix the vents. He did not want us to come back as he felt he was being 'fleeced' and 'double charged'. Unfortunately, we do not want any unsatisfied customers, but our rates are in line with our competition. Our offer to repair the system still stands, and he did not suggest any resolution to rectify the situation.[redacted]General ManagerAdams Heating
On 2/5/15 we responded to a call from the [redacted] residence because the house was not reaching temperature. The technician found the circulator pump was seized and unfortunately began work to correct the problem rather than communicate that with the homeowner. This failure to communicate was a...
result of a technician who was in "fix it mode",looking to solve the problem at hand,on an extremely cold day(0 degrees Fahrenheit). After the replacement of the circulator, it was also found that the boiler would not fill back up with water due to a faulty pressure reducing valve. Which resulted in a larger repair cost than the initial estimate of $500, the customer was given to replace, just the circulator. Adams Heating has had several phone conversations with the customer since the day of service. We take full responsibility for our technician's lack of communication and have agreed to accept the customer's discounted payment of $500 as a total for all repairs made,which has been paid and the balance was adjusted.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The vendor did not offer any resolution - They can't even spell my name correctly. An unhappy customer is not their concern so I will take my families' business elsewhere.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I have tried to reach out to Mr. [redacted] to discuss his complaint on two different occasions, and he has not responded as of yet. Mr. [redacted] had called our office to schedule a maintenance service call, which we performed on 10/28/15. For any service call that is scheduled, our staff...
instructs how our rates work to the customer, as well as that we expect payment at the time of service via cash, check, [redacted], **, or [redacted]. We have also been doing the service work for Mr. [redacted] since as far back as 2008, and our method of how we charge our customers has not changed, except for the amounts of the service...but the method has remained the same. Some companies charge a flat 'diagnostic' fee, then once they are in your home, give you a price on repair. We choose to charge based on the duration of time we are there, and have been charging this method for the last 20+ years. Our initial fee is $109.00, which covers any diagnostic and/or repair in the first half hour. After that, we charge $35.00 for every 15 minutes thereafter. This breakdown is explained to each customer who calls to schedule a repair or maintenance. So, in his case, $109.00 for the first half hour, plus $35.00/ea for the additional 1hr & 45min thereafter ($245) totaled $354.00 in labor. While it was explained to him when he initially called, our techs usually break this down on the invoice as well. In this case, unfortunately, they did not, which we will address directly with the tech who was at Mr. [redacted]'s house. I would be happy to explain or fees again to Mr. [redacted] once he calls us back. Thank you, Joseph R.
I am disappointed that Mr. [redacted] is unsatisfied with the services that were quoted, but there appears to be a misunderstanding. There was a service call scheduled for Mr. [redacted] on Nov. 4, 2014 for a time range of 12-4PM. As per his complaint, Mr. [redacted] noted that we arrived late, which is...
untrue. The only time slots we estimate to customers are ranges of 830am - 12pm or 12pm - 4pm. Our technician arrived, as confirmed by Mr. [redacted] on his invoice, at 2:45pm, well within the range of time he was given. We cannot quote, as we tell all our customers, a specific time since it is too difficult to exactly measure the duration of the appointments for that day, so, we give estimations and call the customer en-route...which he was called when he finished his previous repair at 1:30.The service call was scheduled for a "'Clean & Check' on the furnace and air in system-making noise". Upon arrival, we performed the maintenance on the furnace as noted on the invoice, which normally takes approximately 30 min on its own. The technician also determined there was a leak in Mr. [redacted] water tank and evaluated the problem with the noise and confirming air in the system. The water tanks, upon our own research, was determined to be under the manufacturer warratny. We gave a labor estimate to replace the tank, to which he refused. To properly fix the air problem, the technician recommended replacing all 4 air vents as stated, which he did not have with him. We service many brands of equipment, and unfortunately, cannot have a warehouse full of parts on our vans. So, he was quoted an estimated time to do the repair as well as a cost for the 4 vents. It was determined it would take approximately 1 1/2 hours to drain the system, change the vents, refill the system and bleed the air out. This is where the misunderstanding seems to come in. Our rates are $95 for the first half hour, and $30 for each additional 15 min. So, the initial 'Clean & Check' on furnace and diagnostic came to $125 + tax. When he was told he would not be charged the initial service call, we were referring to the initial $95...he would only be charged for the remaining 'continuous time' the tech would have to be there. So, whether he was there for an additional 1 1/2 hours at that time if he had the parts, or if we had come back...he would still have been charged the same for the additional 1 1/2 hours. He is not being charged twice for bleeding the system...although the technician did bleed whatever air he could out of the system as a temporary fix so to temporarily eliminate the noise until it was fixed properly. But, as stated, if the vents are not changed, and bled properly, the noise will come back. Mr. [redacted] was also told that if the service took less than the estimated time, he would only be charged for the time we are there...but if we were there longer, he would not be charged any more that he was quoted. I called Mr. [redacted] to further explain and resolve the situation, but now he states he never called for the cleaning...only to fix the vents. He did not want us to come back as he felt he was being 'fleeced' and 'double charged'. Unfortunately, we do not want any unsatisfied customers, but our rates are in line with our competition. Our offer to repair the system still stands, and he did not suggest any resolution to rectify the situation.[redacted]General ManagerAdams Heating
On 2/5/15 we responded to a call from the [redacted] residence because the house was not reaching temperature. The technician found the circulator pump was seized and unfortunately began work to correct the problem rather than communicate that with the homeowner. This failure to communicate was a...
result of a technician who was in "fix it mode",looking to solve the problem at hand,on an extremely cold day(0 degrees Fahrenheit). After the replacement of the circulator, it was also found that the boiler would not fill back up with water due to a faulty pressure reducing valve. Which resulted in a larger repair cost than the initial estimate of $500, the customer was given to replace, just the circulator. Adams Heating has had several phone conversations with the customer since the day of service. We take full responsibility for our technician's lack of communication and have agreed to accept the customer's discounted payment of $500 as a total for all repairs made,which has been paid and the balance was adjusted.