Raytec Systems

Initial Business Response /* (1000, 17, 2016/06/15) */
First of all, Chelsea stated that TWC told her to contact their phone system vendor as the issue they were having was not with TWC. As we explained to Chelsea numerous times, Raytec provided a service that would have been charged for by TWC as...

well, had they gone to site. Raytec fixed their problem knowing it was a TWC problem by resetting their TWC box. So, we did provide service. As with any business that provides service, there is a minimum service charge whether we are on site for 10 minutes or 1 hour. We do not provide services for free. Also, our invoices clearly state that if payment is not received within 30 days, there will be finance charges added every 30 days until payment is received in full. As for a contract, Dr. F[redacted]'s office is not under contract with Raytec. A contract would require them to pay a monthly service fee to maintain and service their system which we installed in June 2003.
Initial Consumer Rebuttal /* (3000, 24, 2016/06/29) */
Raytech did not even have the time to reply to my complaint within the 10 business days, however they have had time to call my office multiple times regarding our bill. I have offered to pay the mileage to our office and this is not satisfactory to them. They never once mentioned there would be a minimum fee for 1 hour even if the technician did not do anything, he was only here for 5 minutes. I am astonished at what poor quality of customer care we have received from this business.
Final Business Response /* (4000, 26, 2016/06/30) */
The response time to this claim has nothing to do with the subject at matter. As for the calls and collections; bottom line is, Chelsea called requesting service. As stated before, they would have had to pay for another vendor for the same service, including TWC. Vendors do not work for free. Our technician did just as they asked and fixed their issue even though it was a TWC issue. The technician was there for 10 minutes and fixed their problem. So for Chelsea to say that the technician did nothing, is incorrect. Whether five minutes or one hour, all customers will be charged a minimum of one hour. I am sure it's a similar policy with their office. If a patient comes in to their office and the doctor only visits with them for 5-10 minutes and the patient does not feel satisfied, that patient will still be charged for that office visit, it is a business and it's no different from our business. We are not out to provide free service, just as they would not provide free office visits. If that was the case, businesses would not survive. If Raytec were to make an exception and not charge, it would be expected all the time. Service companies have to charge a minimum rate as most customer issues can be solved in less than one hour, at times 5-10 minutes. Dr. F[redacted]'s office has been a customer of since 2003, we do not remind our customer base every time they call for service that there is a minimum charge of one hour, we only advise new customers of our hourly rate, unless asked by a current customer. Raytec has been in business since 1986 and our policy has always been a minimum of one hour.

First, we did have a tech go to site and survey the equipment at no charge (Standard rate is $120.00 per hour, minimum 1 hour) The technician then informed both our Sales Manager and Operations Manager as to what kind of system the customer had. We made the exception to quote the customer a lower...

rate at $95.00 per hour instead of our standard rate of $120.00 and the customer agreed verbally with our sales rep.  When our Operation Manager (technician) arrived on site, after a few attempts, he found that they only had one option to forward the calls unless the system was upgraded, which the customer declined to upgrade but agreed to move forward with what the technician explained and with the programming changes. The technician trained them how to forward the calls as well as making programming changes, then tested with customer to make sure everything worked. Service was completed and tested with the customer, never once did we receive a call or complaint that regarding service. After an invoice was issued, we made several attempts to collect payment, each time we were either advised they will have someone call u back or they would get payment in the mail, payment was never received.  It wasn’t until after we added the finance charges and that we advised them we were taking legal action, that they are now disputing. Our invoices clearly state that if payment is not received within 30 days of the invoice date that a 5% finance charge will be added every 30 days until payment is received in full. Customer chose to ignore statements, invoices, and phone calls.