Professional Mechanical Ltd

Initial Business Response /* (1000, 9, 2015/09/16) */
I was on vacation when this was going on and there was another girl filling in for meWhen you called this was the first I heard of thisI just called the complainant and she told me to call back later, so I told her I would call back in the
morningWe, at Professional Mechanical do not want to see a unhappy customerI am the Service Coordinator and I just had a meeting with the girl that filled in for me and the Technician, *** that was on the service callOne simple mistake made a Homeowner very unhappy, *** has worked in Housing; finishing of new Homes and he is very particular; we just took him over on the Service side because we no longer do new housing*** is a very intelligent Technician that works with pride; we as a service department is teaching *** to become faster at his work and it is taking time because of his good workWe at Professional Mechanical give the guys training time in certain fields and this was the case with himHe was supposed to put on his work order next to the (6) Hours, shop time and he forget; meaning this is why the Complainant got charged out the huge amount; in which she should not haveThey were suppose to get charged out the Hours..which included the travel time to and from residence home, Troubleshooting, looking for the part, ordering the part and installing the new part; I consider that all of this in hours is the time it should of took plus the materialNow what I am upset over is that the call came in on Friday and it did not get completed until Tuesday; My Technician has been sent home because of the time spanI know it does sometimes take a while to get parts because of the weekend, but that was no excuse, the Homeowner should of been contactedI apologize on behalf of Professional Mechanical because I know as a Homeowner I would of been upset too...because of a simple communication problem between the Technician and the lady that was doing up the invoiceI hope that the customer does understand this was a simply mistake and for that I do apologize
The invoice should of been Hours @ 150.00/Hour= + Material(Gas Valve) @ 305.54.......Total : $ + GST
But if I was in the office and this happened, I would of taken the hours off that should not of been there plus and extra hour for the communication issue, so the total would of been Labor @ Hours = Plus material @ $ ......Total $ + GST= $
After I speak with the Homeowner, They will be refunded $
Thank You and I hope this resolves the issue with the Homeowner
*** ***
Service Coordinator
Initial Consumer Rebuttal /* (2000, 11, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)