Right on Refrigeration & Air Conditioning

I would like to thank you for taking the time to look into this complaint and giving me a chance to respond. I takethis matter very seriously, as I have never had a complaint of this nature in my seven years of business. Prior tostarting my own business, 1 worked for 4 years doing commercial... refrigeration and air conditioning as a smallprivate contractor and then 30 years with a large local supermarket chain, handling all of their refrigeration and airconditioning needs at 60 stores throughout central New York.I would like to start with an explanation of my fees, since they appear to be the focus of Ms. [redacted] complaint. 1charge $70.00 per hour starting from the time I leave my house or job site to the time I have completed invoicing thecall. I also charge mileage. My mark up on parts depends on their cost to me.My first call to [redacted] was for a three door cooler in the downstairs kitchen that had iced up. The customer hadunloaded and defrosted the cooler and restarted it. The temperature in the cooler was 40 degrees. Upon inspection,I noted the condenser of the condensing unit was dirty and that the unit did not shut off until I turned the thermostatup to 50 degrees. I spoke with the owner on the phone as she was out of town and suggested to her that thethermostat should be changed. She agreed, so I changed and reset the thermostat. My bill for that call was $365.04of which $30.00 was for Mileage, $133.00 for parts, $175.00 for labor (2.5 hrs.) and $27.04 for tax.The customer called back the following week stating that the cooler had iced up again. I told her I could install adefrost clock for the condensing unit. The day 1 returned to [redacted] 1 left my house before 8 A.M. to travel to thesupplier to pick up a defrost clock for the kitchen cooler. 1 picked up the part at 8:30 and traveled to [redacted] andarrived probably a little after 9 A.M. As 1 started to look at the downstairs kitchen cooler, the cook asked me if theyhad called me to look at the upstairs walk in cooler that was running at 45-50 degrees. I told him no one had calledme for that and he told me he wanted me to look at that cooler. We discussed a way they could defrost the kitchencooler without unloading it, figuring that it iced up because of heavy usage. Upon inspection of the upstairs cooler, 1determined that the evaporator coil was also iced up. The customer had arrived at the store and 1 informed her ofthis and told her I could defrost it and install a defrost clock. She asked how much the clock was and I told her. Shesaid to go ahead and install the clock, so 1 first defrosted the coil with a torch, cleared ice from the fan blades on thecoil and installed the clock. My bill for that call was $480.60 of which $30.00 was for mileage, $170.00 for parts,$245 for labor (3.5 hrs.) and 35.60 for tax.When I gave my bill to the customer she questioned the hours that I was there and 1 told her that I had picked up thepart at 8:30 A.M. She stated that she never had anyone charge her for picking up a part. I told her that everyoneruns their business differently. She told me 1 didn't even fix what she called for, the downstairs kitchen cooler, towhich I told her that 1 showed the cook what to do to keep it from icing up. She gave me a check and I left for mynext call. I was a couple of blocks away from [redacted] when my phone rang at 11:51 A.M. It was the customerand she proceeded to scream at me saying that I was an (expletive) thief, that I charged her 3.5 hrs. from 8:30 andthat it wasn't even 12:00 yet, and that if I ever drove by her store again that she would shoot me. I hung up. Thatwas the end of it until I got your letter of complaint. [redacted] is not an account of mine. I was covering calls for another refrigeration company while he was onvacation. If I made a mistake, it was not specifying my charges up front so that the customer could decide if theywanted to use my services. I am curious how she determined I had overcharged her on the first call as she wasn'teven there. She was out of town. As far as the second call, I did not charge her for my time to get to the supplier. Iam enclosing a copy of the pick ticket for the part which has the time of the transaction. I was at her restaurantshortly after 9:00 A.M., not 9:40 A.M. as she stated. I can't be specific about what time I arrived at her restaurant,but it certainly wasn't at 9:40A.M. When she arrived at 9:45,1 had already spoken with the cook about thedownstairs kitchen cooler and had determined the problem with the upstairs cooler. That certainly takes more than 5minutes. I get phone calls all the time. If I do get calls, I get off the phone as soon as possible. I am not sure whatshe means by a considerable amount of time, but I can assure you it was negligible. I am not sure if it was 11:10A.M. when I started putting my tools back in my van, but getting tools out and putting them back is all part of thejob. Filling out an invoice is also part of the job. I would dispute the time I was out the door because 1 received herphone call at 11:51 A.M. and I had just left her restaurant. I did not overcharge her on either call.I would like to thank you once again for the opportunity to respond to this complaint to try to come to a resolution.Although my invoices for both service calls accurately reflect my time and labor, I would be willing to offer a totalrefund of 2 hrs. labor and S30.00 mileage as an adjustment for both calls. In each case, I only did what I was askedto do and what the customer agreed to pay for, and make this offer only to promote positive customer relations.Thank you for time. I look forward to a favorable response to my proposal.

I would like to thank you for taking the time to look into this complaint and giving me a chance to respond. I takethis matter very seriously, as I have never had a complaint of this nature in my seven years of business. Prior tostarting my own business, 1 worked for 4 years doing commercial...

refrigeration and air conditioning as a smallprivate contractor and then 30 years with a large local supermarket chain, handling all of their refrigeration and airconditioning needs at 60 stores throughout central New York.I would like to start with an explanation of my fees, since they appear to be the focus of Ms. [redacted] complaint. 1charge $70.00 per hour starting from the time I leave my house or job site to the time I have completed invoicing thecall. I also charge mileage. My mark up on parts depends on their cost to me.My first call to [redacted] was for a three door cooler in the downstairs kitchen that had iced up. The customer hadunloaded and defrosted the cooler and restarted it. The temperature in the cooler was 40 degrees. Upon inspection,I noted the condenser of the condensing unit was dirty and that the unit did not shut off until I turned the thermostatup to 50 degrees. I spoke with the owner on the phone as she was out of town and suggested to her that thethermostat should be changed. She agreed, so I changed and reset the thermostat. My bill for that call was $365.04of which $30.00 was for Mileage, $133.00 for parts, $175.00 for labor (2.5 hrs.) and $27.04 for tax.The customer called back the following week stating that the cooler had iced up again. I told her I could install adefrost clock for the condensing unit. The day 1 returned to [redacted] 1 left my house before 8 A.M. to travel to thesupplier to pick up a defrost clock for the kitchen cooler. 1 picked up the part at 8:30 and traveled to [redacted] andarrived probably a little after 9 A.M. As 1 started to look at the downstairs kitchen cooler, the cook asked me if theyhad called me to look at the upstairs walk in cooler that was running at 45-50 degrees. I told him no one had calledme for that and he told me he wanted me to look at that cooler. We discussed a way they could defrost the kitchencooler without unloading it, figuring that it iced up because of heavy usage. Upon inspection of the upstairs cooler, 1determined that the evaporator coil was also iced up. The customer had arrived at the store and 1 informed her ofthis and told her I could defrost it and install a defrost clock. She asked how much the clock was and I told her. Shesaid to go ahead and install the clock, so 1 first defrosted the coil with a torch, cleared ice from the fan blades on thecoil and installed the clock. My bill for that call was $480.60 of which $30.00 was for mileage, $170.00 for parts,$245 for labor (3.5 hrs.) and 35.60 for tax.When I gave my bill to the customer she questioned the hours that I was there and 1 told her that I had picked up thepart at 8:30 A.M. She stated that she never had anyone charge her for picking up a part. I told her that everyoneruns their business differently. She told me 1 didn't even fix what she called for, the downstairs kitchen cooler, towhich I told her that 1 showed the cook what to do to keep it from icing up. She gave me a check and I left for mynext call. I was a couple of blocks away from [redacted] when my phone rang at 11:51 A.M. It was the customerand she proceeded to scream at me saying that I was an (expletive) thief, that I charged her 3.5 hrs. from 8:30 andthat it wasn't even 12:00 yet, and that if I ever drove by her store again that she would shoot me. I hung up. Thatwas the end of it until I got your letter of complaint.[redacted] is not an account of mine. I was covering calls for another refrigeration company while he was onvacation. If I made a mistake, it was not specifying my charges up front so that the customer could decide if theywanted to use my services. I am curious how she determined I had overcharged her on the first call as she wasn'teven there. She was out of town. As far as the second call, I did not charge her for my time to get to the supplier. Iam enclosing a copy of the pick ticket for the part which has the time of the transaction. I was at her restaurantshortly after 9:00 A.M., not 9:40 A.M. as she stated. I can't be specific about what time I arrived at her restaurant,but it certainly wasn't at 9:40A.M. When she arrived at 9:45,1 had already spoken with the cook about thedownstairs kitchen cooler and had determined the problem with the upstairs cooler. That certainly takes more than 5minutes. I get phone calls all the time. If I do get calls, I get off the phone as soon as possible. I am not sure whatshe means by a considerable amount of time, but I can assure you it was negligible. I am not sure if it was 11:10A.M. when I started putting my tools back in my van, but getting tools out and putting them back is all part of thejob. Filling out an invoice is also part of the job. I would dispute the time I was out the door because 1 received herphone call at 11:51 A.M. and I had just left her restaurant. I did not overcharge her on either call.I would like to thank you once again for the opportunity to respond to this complaint to try to come to a resolution.Although my invoices for both service calls accurately reflect my time and labor, I would be willing to offer a totalrefund of 2 hrs. labor and S30.00 mileage as an adjustment for both calls. In each case, I only did what I was askedto do and what the customer agreed to pay for, and make this offer only to promote positive customer relations.Thank you for time. I look forward to a favorable response to my proposal.