Our office received a call from [redacted] wanting service at [redacted] drive in [redacted]. The first tech was disbursed. Our rate is $95.00 per hour and the first hour is $95 to diagnose the problem. The tech found the problem and told the customer that the part...
would be under warranty that he would have to order it andThe office would call and set up the appointment to install it once it came in. At that time the labor rate was noted one hour for the first time the tech went out. CustomerSigned the invoice. The tech at that time said to the customer this would be a continuing bill for when the next tech comes out to replace it. On 11/20/17 this customer had agreed upon scheduled time to install it. Our tech went out to install the part and there was no one home at that address. Our office called to reschedule the part once again. A return call was made from the husband. The tech then went out and installed the part for the 3rd time which was 45 minutes to install. The tech gave the customer the bill for the 1st hour and the 2nd hour that he was there plus tax. Nothing was said to the tech at all regarding the bill and the customer was not charged for the no show appointment. Then our office received a call from [redacted] stating should could not believe that she was charged for two hours. She could not understand why she was charged for the 1st hour when the tech could not fix it then.The office was not rude, we stated our policy. $95 per hour and the first hour is $95 for diagnostic charge. She would not let the office explain and did not agree to whatThe office said. The office explained even the reasoning behind the diagnostic charge and the 2nd hour. She was told that the diagnostic charge covers the mileage, insurance, gas, employee labor to come out to find the problem. Our office did not have to say this but we wanted to show we are not just charging customers. Then the 2nd tech had to get the part and go back out to install it which would cover the same coverage as the first tech. The tone of the office with another co-worker there was a normal tone and was not showing any disrespect, only trying to get the customer to understand the reasoning behind our pricing. We feel that there was absolutely no over charge on this repair, that our office showed respect by trying to explain with a normal tone, went out three times to replace a part, and no dispute was made when the tech went to collect.
Our office received a call from [redacted] wanting service at [redacted] drive in [redacted]. The first tech was disbursed. Our rate is $95.00 per hour and the first hour is $95 to diagnose the problem. The tech found the problem and told the customer that the part...
would be under warranty that he would have to order it andThe office would call and set up the appointment to install it once it came in. At that time the labor rate was noted one hour for the first time the tech went out. CustomerSigned the invoice. The tech at that time said to the customer this would be a continuing bill for when the next tech comes out to replace it. On 11/20/17 this customer had agreed upon scheduled time to install it. Our tech went out to install the part and there was no one home at that address. Our office called to reschedule the part once again. A return call was made from the husband. The tech then went out and installed the part for the 3rd time which was 45 minutes to install. The tech gave the customer the bill for the 1st hour and the 2nd hour that he was there plus tax. Nothing was said to the tech at all regarding the bill and the customer was not charged for the no show appointment. Then our office received a call from [redacted] stating should could not believe that she was charged for two hours. She could not understand why she was charged for the 1st hour when the tech could not fix it then.The office was not rude, we stated our policy. $95 per hour and the first hour is $95 for diagnostic charge. She would not let the office explain and did not agree to whatThe office said. The office explained even the reasoning behind the diagnostic charge and the 2nd hour. She was told that the diagnostic charge covers the mileage, insurance, gas, employee labor to come out to find the problem. Our office did not have to say this but we wanted to show we are not just charging customers. Then the 2nd tech had to get the part and go back out to install it which would cover the same coverage as the first tech. The tone of the office with another co-worker there was a normal tone and was not showing any disrespect, only trying to get the customer to understand the reasoning behind our pricing. We feel that there was absolutely no over charge on this repair, that our office showed respect by trying to explain with a normal tone, went out three times to replace a part, and no dispute was made when the tech went to collect.