R & S Architectural Products, Inc.

R&S Architectural Products Inc. conducted a review of the job that the complaint was filed against. After a thorough review and investigation into the job and work performed at the job site on 4/26/16, R&S Architectural Products Inc. has found the work performed and charge to be true and...

correct.Our Technician was on site performing diagnostics of the gate and entry systems from 2:04 PM to 3:19 PM, for a total of 1 hour 15 Minutes, and not "less than 20 Minutes" as stated in the complaint. (Please see the attached job tag and time stamped photos from the job tag)A follow up estimate for repairs was emailed on 5/2/16 in which one of the terms and conditions stated; "NOTE: Price of first service call will be deducted from the bid price of operator replacement."(Please see the attached estimate)I have personally attempted to contact the complainant to make an attempt at resolving this situation with no avail. I have left messages with someone that has answered the phone as well as via voice mail. I have yet to have a response from the complainant or anyone representing the complainant. R&S Architectural Products Inc. would be more than willing to work with the complainant in this matter.    In fact the complainant signed the work order and paid with a personal check at the time of the service call with no dispute of the amount or work performed at that time. In closing R&S Architectural Products Inc. has made attempts to work with the customer to no avail. The time and work performed on the job site are correct and the amount charged to the customer was not disputed at the time of the job. This is a billable call where diagnosis was performed in order to find and correct the issues that the customer was having with their gate and entry system at the time of the service call.  Please feel free to contact me for any further information or with any questions. -- Thank you, [redacted] Operations Manager R & S Architectural Products Inc.Sacramento, CA

I am rejecting this response because:The business response is an inaccurate account of what happened.  The technician came to my door and rang the bell when he arrived.  He said he was going to go to the gate and take a look.  He returned approx. 20 minutes later and banged loudly on my door and said he could not fix it.  He then help out a tablet and told me the charge was $250.00 - at that time I questioned him and told him that I thought the charge was way out of line - he stated "I need to get paid for my time".  I asked him at that time if the charge was applicable to the work to be done and was told "no".  I relayed all of this to the company when I called them to ask about the estimate and to speak to a manager.  I will not repeat what happened and how rudely I was treated when I called, but this was not addressed at all by the company.  The company seems to pick and choose what they want to respond to, but again, the technician was on my property for less than 20 minutes, told me I owed $250.00 that would not be credited to the future work and left.  I was given no receipt or anything that showed the times he claimed to be there. If I had been give that,  I would have questioned it at that time.

Review: I had an entry gate that was not working - they sent a technician out to look at it. He told me he could't fix it and that he would get me a quote in 1 -2 days for the repair cost then proceeded to charge me $250.00 for looking at the gate. I asked him what the $250.00 was for and he told me "I have to get paid for my time". He was here less than 20 minutes. I was not told of the amount of the charge or I would not have gone with this company.

I never received the quote. When I called three days later I was told by [redacted] (who was very rude) that there was no one there that could talk to me and I could call back in a few days. She said the technician, [redacted], should not have told me when to expect the quote. I asked her when I could expect it and she said she didn't know.

When I told [redacted] that I didn't understand why I was charged $250.00 for no work, she said "it may look to you like he wasn't doing anything, but he was". I told her that when I asked him what he had done to fix it he told me "nothing".

I asked to speak with the manager and she said that I would have to call back for that too - there was no one else I could talk to and that there was nothing more she could do for me. I asked if I could speak to the person who did the quotes and she said they did not take any phone calls.

This company just sends someone out to look at a gate or door, charge for no work done and take off.Desired Settlement: I would like my $250.00 refunded because no work was done. I received no quote from this company and no work has been done by them. I contacted another company who told me the charges up from would be $117.00 to diagnose the problem and that would be credited to the repair of the gate after they quoted me the cost of repair.

Business

Response:

R&S Architectural Products Inc. conducted a review of the job that the complaint was filed against. After a thorough review and investigation into the job and work performed at the job site on 4/26/16, R&S Architectural Products Inc. has found the work performed and charge to be true and correct.Our Technician was on site performing diagnostics of the gate and entry systems from 2:04 PM to 3:19 PM, for a total of 1 hour 15 Minutes, and not "less than 20 Minutes" as stated in the complaint. (Please see the attached job tag and time stamped photos from the job tag)A follow up estimate for repairs was emailed on 5/2/16 in which one of the terms and conditions stated; "NOTE: Price of first service call will be deducted from the bid price of operator replacement."(Please see the attached estimate)I have personally attempted to contact the complainant to make an attempt at resolving this situation with no avail. I have left messages with someone that has answered the phone as well as via voice mail. I have yet to have a response from the complainant or anyone representing the complainant. R&S Architectural Products Inc. would be more than willing to work with the complainant in this matter. In fact the complainant signed the work order and paid with a personal check at the time of the service call with no dispute of the amount or work performed at that time. In closing R&S Architectural Products Inc. has made attempts to work with the customer to no avail. The time and work performed on the job site are correct and the amount charged to the customer was not disputed at the time of the job. This is a billable call where diagnosis was performed in order to find and correct the issues that the customer was having with their gate and entry system at the time of the service call. Please feel free to contact me for any further information or with any questions. -- Thank you, [redacted] Operations Manager R & S Architectural Products Inc.Sacramento, CA

Consumer

Response:

I am rejecting this response because:The business response is an inaccurate account of what happened. The technician came to my door and rang the bell when he arrived. He said he was going to go to the gate and take a look. He returned approx. 20 minutes later and banged loudly on my door and said he could not fix it. He then help out a tablet and told me the charge was $250.00 - at that time I questioned him and told him that I thought the charge was way out of line - he stated "I need to get paid for my time". I asked him at that time if the charge was applicable to the work to be done and was told "no". I relayed all of this to the company when I called them to ask about the estimate and to speak to a manager. I will not repeat what happened and how rudely I was treated when I called, but this was not addressed at all by the company. The company seems to pick and choose what they want to respond to, but again, the technician was on my property for less than 20 minutes, told me I owed $250.00 that would not be credited to the future work and left. I was given no receipt or anything that showed the times he claimed to be there. If I had been give that, I would have questioned it at that time.