Rasmussen Plumbing & Heating Inc

I have received the next letter stating that the customer remains unhappy with her billWe have reviewed this thoroughly and have found no reason to decrease the billThat being said, we sympathize with the inconvenience of having an unexpected expenseWe are happy to work out a payment plan with the customer so payments can be more manageableWe prefer to break payment out in a maximum of paymentsWhich in this case would be monthly payments of $Usually beyond months we would begin to charge an interest feeI am willing to wave these fees if we can get a payment plan set up that works with the customers budget and as long as we receive the agreed upon payments monthlyMissed payments will incur late and/or interest fees. Outside of this, there is nothing more we can do. Best, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I feel that when a customer calls for service they should be given a quote to look over and sign before the work beginsWhen the call was placed we were not told that two techs would be neededIf it is standard to have techs to replace a pressure tank than they should have told to home warranty company that labor would be $x per hour. Unfortunately we were told by our home warranty company that the pressure tank is not covered so when I was quoted $to $and informed my husband we were not happy to see the bill at $650. I fell this company needs to better inform their customers and when sending a bill out show a breakdown of the charges. The invoice does not show cost of travel time, parts, or laborWhat it does say: rewired pump and changed pressure tank. In there response they said they pulled the pump and it was fineSo there invoice is not correct. If the pump was fine why does my invoice say rewiredWe are unhappy with them

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
If they are truly happy to work with me on a payment plan. I am able to pay $interest free for months

I received your letter in the mail and am sending my response. Below I have included a copy of our work order. The customers called us due to the pump for their drilled well cycling on and off. We invoiced the customer the quoted amount of $650 (250 in parts and 5 hours labor @ 80 an...

hour). Our practice is to send two techs to a call like this since they will most often have to pull the pump and this is much safer with two people. As it turns out, they did pull the pump to check it over and service it. They found it working properly. The techs that went said they arrived early (about 745), it is our policy to charge drive time which the customer was made aware of as indicated on the work order (45 minutes round trip  to their address). As the customer said, they left at 10:15. If the guys were there from 745 to 10:15 that is 2 an a half hours, times 2 techs is the 5 hours, that is with no drive time. If we go by the customers opinion of the time frame,  8:00 to 10:15, it’s still 4.5 hours with the 2 techs. The 5 hours billed still only covers 1/2 hours of drive time in this scenario. On their time cards. each of our techs attributes the time from 7am to 11am to this job this would include loading truck, drive time and any paperwork. (Obviously they rounded on their time card which we expect but certainly didn’t round a total of 3 hours). So we paid them for 8 hours total and only billed for the 5 hours quoted to the Home Warranty company. In situations where we have to give a quote, the job goes from time and material type billing to quoted/contract billing. Under the assumption that the invoice is being turned over to the home warranty company or that the customer is expected to pay the invoice then be reimbursed, we bill as we quote the company, no more, no less. Other examples of where situation could apply are; if we were quoting an insurance company, facility management company,  general contractor, title company/real estate agent or bank, to name a few. When I spoke with this customer she told me that when my tech was on the phone with the warranty company he quoted them 400 and 450. My tech said he quoted them 650 which lines up with what he wrote on the work order. I asked repeatedly to get the name of the home warranty company so I could verify what my tech quoted them. The first conversation I had with her she told me she was at work and didn’t have the name to give me and that she would call me the next day with that info. When she called the next day she refused to give me that information still. In her statement to you she says that the tech did quote the company 650 but told her later the 400-450 cost. The tech doesn’t remember saying this. After looking into all of this again I am still at the same conclusion, we followed our normal processes, and billed a price quoted on site to a third party. The verbal quote permits us to bill the “contracted amount” of 650$. If we were to bill this job as time and material instead of the quoted amount it would be more like $770 2 guys x 45minutes of drive time + 2.5 hours on site + 250 in parts =770. I believe what she was billed is fair, it’s even cheaper than it could be. All that to say, I am truly sorry that she is so dissatisfied. Please let me know if there is anything else I can help with.