River City NW Mechanical LLC

Complaint: [redacted] I am rejecting this response because:Though the company is claiming there was no scam or fraud, there were multiple red flags that caused us to submit this complaintThe technician did not show any invoice, digital or paperHe instead lied and said he had talked to the owner about it over the phone and that I had approved the invoiceWe had talked on the phone as the technician arrived, but never discussed anything after ‘work’ was doneFurthermore, when I called the technician he said nothing about a ‘billing error’ but instead told me that the four hours of work was for his travel timeClearly an attempt at fraud Sincerely, [redacted] ***

We want to apologize to the *** *** Owners and Staff for this misunderstandingOn March 9th Our Service Tech was dispatched to fix an issue on their Convection OvenOur Technician is new and did not understand how to correctly bill our customerHe charged the Customer from the time he
clockto work that morning which was incorrectInvoices are normally reviewed in the office before Customers sign it, but he went ahead and created Invoice without it being reviewedWe are also a paper free Company meaning we don't leave paper Invoices, the customer is shown a digital copy, on the Techs phone, Customer signs it and is then emailed to themNo one was trying to scam the customer or commit any fraudThe Tech arrived on site and diagnosed the issueHe also reinstalled some panels that had fallen off the ovenHe researched availability and pricing for Original Manufacturer Parts or approved universal replacement parts, the parts needed are not typical stock items, which is probably what he meant by parking inHe was parked in his van doing the research on the Parts needed to be ordered and to prepare an Estimate for the CustomerFor us to come out we charge $Base Charge and $Labor Charge to diagnose the problemOur Fees were explained to the owner that called in the service requestTheir Invoice total should have been $but instead were incorrectly charged $When our office was informed of the error, the check was held from being deposited and the Invoice was adjusted and charged a lower rateAll of this was done promptly the same dayInvoice was lowered to $The service Manager called the Owner the same day Friday but received no call backIt was Friday and no contact was made again with the owner until Monday the 12thWe are going to be mailing back the check given to the Tech but feel we should still be compensated for our timeThis complaint to Revdex.com was made prematurely as we had already taken action to fix the situation and not given the chance to resolve this misunderstanding

Complaint: [redacted]
I am rejecting this response because:Though the company is claiming there was no scam or fraud, there were multiple red flags that caused us to submit this complaint. The technician did not show any invoice, digital or paper. He instead lied and said he had talked to the owner about it over the phone and that I had approved the invoice. We had talked on the phone as the technician arrived, but never discussed anything after ‘work’ was done. Furthermore, when I called the technician he said nothing about a ‘billing error’ but instead told me that the four hours of work was for his travel time. Clearly an attempt at fraud.
Sincerely,
[redacted]