Rocky Mountain Truck Driving School

Initial Business Response /* (*000, 5, *0*7/06/**) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
On March 30, *0*7 the customer contacted our company and requested a service call. The furnace was making a noise and heat pump was...

not working. Because this was an oil furnace and heat pump we required a tech with * tickets to work on both pieces of equipment. I had explained to her we were booked solid but I would fit her in that day as it was an emergency.
She was fully educated on the charges for the initial service call - our standard call out fee to diagnose a unit was $[redacted] + tax. This includes time on site to diagnose, if it is something simple we can fix it within an hour generally there are no charges; however if parts are required it will be discussed with the customer and decided if they want to proceed.
We aim to give all of our customers a written quote unless they advise us to proceed. Some customers just want their equipment fixed. Our technicians as a rule do not provide quotes to the customers on site. We would prefer to have this come through our office so that the customer is clear on the charges they will incur as our technicians are not always aware of customer labor rates. We have customers that call for one offs, we have preferred plans and we have part and labor coverage for customers. The technicians do not have this information in the field.
The customer asked [redacted] to proceed, he ordered the part and the job was booked. No information was communicated back to the office regarding a request for quote. The call was booked and repairs completed on April 7, *0*7. When I spoke to the customer, she was very happy that we could fit her and do the repairs because they had no heat. They had another form of heat but would appreciate having the primary form of heat repaired.
The customer's repair was completed and an invoice was issued to the customer. She contacted me about her invoice and her concerns. She explained the technician quoted her $[redacted] and she was not willing to pay anything over and above what she was told by the technician. I had advised her that our technicians do not generally give a quote on site as they are not familiar with each customer's labor rates and that likely when asked [redacted] would have provide her the price of the motor only. I am not certain if it was a misunderstanding or wording with the customer and the technician. Our techs and office staff know that a motor costs roughly $[redacted] + (not including installation).
I contact the technician and he was not asked if a written quote would be required.
As a good faith gesture I offered to lower their invoice from $**/hr to $**/hr and remove the truck charges. The customer refused the offer and said she would let her husband handle this matter.
A week or more later the husband came to the office and spoke to the owner Jayme Rhyno. Mr. Rhyno also offered to reduce his labor rate, the customer refused and said he would be contacting a lawyer. On May 3*, *0*7 an email was sent to the customer in hopes to finally resolve this issue. The offer was made once again to discount the invoice from $**/hr to $**/hr and remove the (*) $** truck charges. The customer responded on June *, *0*7 and requested an updated invoice showing the offered reduction. This was done and the customer contact us and paid the invoice on the same day and paid the invoice in full.
We feel we provided the customer a fair and respectable offer to resolve this issue and move forward. They accepted our offer and the bill has been paid therefore we felt an amicable resolution was reached. There is no further offer from us as a reduction was already provided.
Important to note:
Of the $[redacted].** + tax invoice the customer is disputing, there was another call out April **, *0*7. Door gasket/insulation pulled off door and was rubbing on fan wheel. This was unrelated to the repair and it was billable. The invoice for this call was $[redacted] + tax. The total invoice to repair the initial service call (replace motor, bracket and capacitor) [redacted].** + tax
Thank You,
[redacted]
Service Manager, Rhyno's Ltd.