Quality Plumbing, Heating & Air Conditioning, Inc.

Initial Business Response /* (1000, 14, 2015/12/02) */
First of all, we did not fail to respond to this complaint at any time. We were not notified until now because the email address it was sent to was incorrect.
After being in Business for 35 years, I have learned to never completely trust...

secondhand information, which is what this complaint is based on. I am, also, always suspicious of people that have minute by minute logs of their version of a story before it ever begins. The complaint was filed by someone that was not at the house and told us he would not pay because we would not bother with small claims court over such a small amount...he is wrong; I will. We sent a technician out on the weekend. They were informed of our rates when they called the emergency number. Diagnostic charges are normally collected on the spot, but could not be in this case because the owner lives elsewhere and refuses to give us (or the Revdex.com) his correct address. The address shown is for the rental property.
The problem with the air filter was that it had been sucked into the furnace blower due to lack of proper maintenance. After removing the dirty filter the furnace fired up and the fan was working. It was reasonable to assume that the problem was fixed. The technician was called back, but the renters never consider that there are other people without heat and he may have had to finish up there before returning. We have one guaranteed appointment every day and that is the first appointment at 8:00 in the morning. After that, we never know what we will run into and the customer is unreasonable to expect otherwise. The renter also complained about my tech being on the phone. We charge flat rate, so whether he was attempting to find a part or talking to his mother, it would have the same amount. If the second person in the van had gone into the house as well, there would have been a complaint about that, thinking they would be charged for two techs.
Here are the facts: The renter called, agreeing to a service call. The service call ended up requiring two trips. After leaving the first time, and being subjected to foul language, on the second trip - the renter told him not to come back. The next day, the more reasonable boyfriend said he wanted us to fix it. A second tech was sent to retrieve the model and serial numbers and found no one home.
The owner called and demanded that I call him back by 5:00 that day or he would file with the Revdex.com and that he was not going to pay us. Again, people never consider that I might have been working and not able to return his threatening call by his deadline. The owner also claimed to have incurred expense for a heater he had to buy. Had the renter not lost her temper we would have loaned them all the heaters they needed...for free. The bill was a flat rate diagnostic charge. In flat rate, you call us out - we get paid, repair or no repair. The purpose of that is because, at times, people call us out, we tell them what is wrong, and then they try to repair it themselves to save money. With a little patience from the renter this whole thing would not be happening. The bill will not be rescinded.