As a courtesy to Mr. [redacted], we removed the $40 labor charge from his account. A message was left on 1/09/17 stating his balance with us was $0.00. Mr. [redacted] contacted our after hours emergency response line on 12/21/17 to request a service call for no heat. Our technician arrived shortly...
thereafter and repaired the furnace to get the heat working again. The technician then advised Mr. [redacted] to contact the office during normal business hours in order to make an appointment forfurther repairs on his heat pump, as that is considered a non emergency repair. Mr.[redacted] again contact our company the same day indicating he was very cold and without heat again and needed a technician to return immediately. An emergency response technician was again dispatched to Mr. [redacted] 's home and determined that he did in fact have heat and the fumace was operating properly. Mr. [redacted] requested that his heat pump be repaired at that time. Mr. [redacted] was again informed by the technician that because of the extremely cold temperatures we were attending to emergency no heat service calls first and that non emergency repairs were being scheduled later in the week.He again was advised to call the office to make a non emergency service appointment. An invoice was left with Mr. [redacted] indicating he would be charged $40 for the emergency return trip charge to his home. Mr.[redacted] called our office 1/6/17 and indicated he was not paying for the second service call because we did not fix the heat pump as he requested. As a customer courtesy, the $40 emergency trip charge was removed from Mr. [redacted]s account. Mr. [redacted] was contacted on 1/09/17 and a voicemail was left indicating there was zero balance on his account.
As a courtesy to Mr. [redacted], we removed the $40 labor charge from his account. A message was left on 1/09/17 stating his balance with us was $0.00. Mr. [redacted] contacted our after hours emergency response line on 12/21/17 to request a service call for no heat. Our technician arrived shortly...
thereafter and repaired the furnace to get the heat working again. The technician then advised Mr. [redacted] to contact the office during normal business hours in order to make an appointment forfurther repairs on his heat pump, as that is considered a non emergency repair. Mr.[redacted] again contact our company the same day indicating he was very cold and without heat again and needed a technician to return immediately. An emergency response technician was again dispatched to Mr. [redacted] 's home and determined that he did in fact have heat and the fumace was operating properly. Mr. [redacted] requested that his heat pump be repaired at that time. Mr. [redacted] was again informed by the technician that because of the extremely cold temperatures we were attending to emergency no heat service calls first and that non emergency repairs were being scheduled later in the week.He again was advised to call the office to make a non emergency service appointment. An invoice was left with Mr. [redacted] indicating he would be charged $40 for the emergency return trip charge to his home. Mr.[redacted] called our office 1/6/17 and indicated he was not paying for the second service call because we did not fix the heat pump as he requested. As a customer courtesy, the $40 emergency trip charge was removed from Mr. [redacted]s account. Mr. [redacted] was contacted on 1/09/17 and a voicemail was left indicating there was zero balance on his account.