11.11.15 phone call from business asking for clarification. What parts were ordered for your car prior to it going to Rieser Brothers?How were these parts paid for?Do you have work orders/invoices for work completed on your vehicle?
I spoke with Mr. B[redacted] regarding this matter and the situation is resolved. Mr. B[redacted] simply wanted to voice his frustration regarding this situation. We appreciate his feedback and will use it to better our processes both in the field and in the office.
I received Ms. H[redacted] complaint on the date stated in early September, and although it says no correspondence was given thereafter, I send an email immediately to allow time to investigate with my team, and then on 9-15-2017 to explain the reasoning behind why it took me so long to respond....
In that email I offered another conversation after my return from vacation in regards to any compensation she deems appropriate. We have flat rate pricing and have no obligation to discuss any retail price for any part professionally installed by our company with what is a reasonable mark up. I am certainly not happy that a client is upset with Wolff or any piece of our service, but our prices are established and non-negotiable. Ms. H[redacted] paid what every and any client would pay for this work to be performed, at a flat rate price previously determined. As far as trying to get a sales person into the home. Any time there is a major repair, the technician's will always suggest a consultant come to the home to discuss options of more energy efficient systems, as it is our obligation to educate every client of their full scale of options. The statement of $2000 being almost as much money as paying for a new AC falls well short of the actual cost of a new AC installation -- an AC system would range from $7,000 to $20,000 for any reputable and competent AC contractor to feel confident in the product and installation of new equipment. Again, it is very important for Wolff to service clients at the highest level and to their complete satisfaction in all things, and very disappointing for us that we were not able to do this for Ms. H[redacted] -- the simple truth, though, is that Wolff has done nothing unethical or wrong...we've only charged our normal price for this repair.Thank you,Paul K[redacted]General ManagerWolff Mechanical
We have been in contact with Mr. [redacted] over the last few months. We understand his concerns and we are taking action to resolve them.
11.11.15 phone call from business asking for clarification. What parts were ordered for your car prior to it going to Rieser Brothers?How were these parts paid for?Do you have work orders/invoices for work completed on your vehicle?
I spoke with Mr. B[redacted] regarding this matter and the situation is resolved. Mr. B[redacted] simply wanted to voice his frustration regarding this situation. We appreciate his feedback and will use it to better our processes both in the field and in the office.
I received Ms. H[redacted] complaint on the date stated in early September, and although it says no correspondence was given thereafter, I send an email immediately to allow time to investigate with my team, and then on 9-15-2017 to explain the reasoning behind why it took me so long to respond....
In that email I offered another conversation after my return from vacation in regards to any compensation she deems appropriate. We have flat rate pricing and have no obligation to discuss any retail price for any part professionally installed by our company with what is a reasonable mark up. I am certainly not happy that a client is upset with Wolff or any piece of our service, but our prices are established and non-negotiable. Ms. H[redacted] paid what every and any client would pay for this work to be performed, at a flat rate price previously determined. As far as trying to get a sales person into the home. Any time there is a major repair, the technician's will always suggest a consultant come to the home to discuss options of more energy efficient systems, as it is our obligation to educate every client of their full scale of options. The statement of $2000 being almost as much money as paying for a new AC falls well short of the actual cost of a new AC installation -- an AC system would range from $7,000 to $20,000 for any reputable and competent AC contractor to feel confident in the product and installation of new equipment. Again, it is very important for Wolff to service clients at the highest level and to their complete satisfaction in all things, and very disappointing for us that we were not able to do this for Ms. H[redacted] -- the simple truth, though, is that Wolff has done nothing unethical or wrong...we've only charged our normal price for this repair.Thank you,Paul K[redacted]General ManagerWolff Mechanical