[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
This letter is in response to the complaint received from
your office in the above referenced matter and represents Rogers Control’s
position in this matterAfter reviewing the Customer’s Statement of the
Problem, there are several inconsistencies to be noted in the
customer’s
complaint
First, the customer is not being billed for hours of
laborThe bill was reduced by fifty percent, because the technician had to
make a trip back to the shop, which was not the fault of the customerThis was
explained to the customer’s brotherTherefore, it is erroneous for the
customer to assert that she is being billed for hours
In addition, it was not unapproved laborThe customer’s
niece called Rogers Control to service the furnace, which was not operating at
allThe technician was let into the residence by the niece’s husband, who had the
key for the premisesAt that time, the niece’s husband indicated to the
technician that they had lived at the property last year and had problems with
the furnace even thenThe service was approved by the niece, an apparent agent
of the customer
Unfortunately, the customer believes that a $fuse was
the fix for her furnaceHowever, the furnace has issuesUpon arrival, our
technician took a video of the furnace, and the noise it was makingThe video
has been made a part of the customer’s fileThe noise indicated that there was
ice in the heat exchanger signaling a much bigger problem than a $fuse
At no time has Rogers Control spoken with the customer
The call came in from the niece to fix the furnace and to send the bill to
Benson BuildersThe bill was sent thereThen, the owner of Benson Builders,
who at this time was not involved in the matter, called and “told” Rogers
Control how much he would payHe stated they just wanted an estimate, but the
initial called by the niece did not indicate thisShe stated that the furnace
needed to be repairedWhen it was determined that the furnace had issues
beyond a minor repair, we provided the customer an estimate with options before
proceeding further
Our technician got the furnace running, but it was not
blowing heat because of the ice in the heat exchangerOur office manager
talked to the niece and gave her a verbal estimateThe niece was quoted to
replace the furnace, which was $3,with a credit resulting in $3,The
$estimate was to replace the heat exchangers, pressure switch and
components, and condensate trapShe stated she had to talk to her auntWe
never heard from the aunt, but instead the aunt’s brother called
Rogers Control is looking to be paid for the services it
provided minus the 50% discount that was given
Sincerely,
Rogers Control, Inc
*** ***
Corporate Counsel
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowRogers Control and Ms*** continue to get caught up in semantics and make accusations to support their egregious billing claim that I, quite frankly, view as attempted fraud
First, it is a ridiculous assertion to claim that we didn't ask for a QUOTE before any work was to be performed and that if any work was done it was approved. Why would anyone in their right mind just ask for a furnace to be fixed, without first determining how much that fix was going to cost (and what the problem was)? It is ridiculous, well beyond any reasonable business standard and wholly irresponsible on their part.
Furthermore, stating that you gave someone a 50% discount on hours that should have been zero anyway is laughable. I should be happy that she is only trying to get me to pay for hours of labor when the reality is I should be paying for zero hours? When the furnace was NOT FIXED? Their invoice already includes a "service charge" and mileage fee, both of which I offered to pay. Despite the fact that their website indicates they provide free quotes!
Secondly, Ms*** recollection or report of her Company's interactions with us is incorrect. We called and requested a QUOTE to fix, just as any reasonable person would. We then let them into the residence and awaited the quote. We were obviously shocked by the subsequent bill - which was effectively not a quote but a bill for services (services that failed to fix any assessed problem!) - thus leading to this complaint. Ms*** has been unable to provide any support for her claims related to interactions with usThird, due to the shock created by Rogers Control's business practices and billing, we immediately called a local competitor who assessed the furnace shortly thereafter and made all necessary repairs for less than $100. The work Rogers Control quoted as "necessary" clearly was not. Based on the competitor's timely assessment and fact that their work got the furnace operating perfectly, I don't see how Rogers Control's actions can be seen as anything short of attempted fraud.
It is clear to me that Ms*** and Rogers Control attempted to bill us a significant amount for services that were not necessary and not approved. Ms*** also appears to be relying upon reports from employees who do not recall the events in question accurately, and/or who (at best) operated with great disregard for standard business practices. This disregard for standard business practices is further evidenced by Ms***/Rogers Control never receiving a request or approval from myself or an authorized agent to even be on the premises, let alone do any work there.
As I indicated in my email to Ms*** dated March 10, 2015, I am offering to pay $for the service fee and mileage to provided the QUOTE requested
Regards,
*** ***
It is unfortunate that Ms*** feels the way she
doesRogers Control is a reputable company that does a substantial amount of
work for various businesses and individuals in our community and the
surrounding communities and has been in business for well over years
At this point, Rogers Control feels that the only
possible resolution because of the vast difference of opinion is to accept
payment of $for the service call and mileageWe concede that this is the
only way to satisfy this customer
Sincerely,
Rogers Control, Inc
*** ***
Corporate Counsel
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
This letter is in response to the complaint received from
your office in the above referenced matter and represents Rogers Control’s
position in this matterAfter reviewing the Customer’s Statement of the
Problem, there are several inconsistencies to be noted in the
customer’s
complaint
First, the customer is not being billed for hours of
laborThe bill was reduced by fifty percent, because the technician had to
make a trip back to the shop, which was not the fault of the customerThis was
explained to the customer’s brotherTherefore, it is erroneous for the
customer to assert that she is being billed for hours
In addition, it was not unapproved laborThe customer’s
niece called Rogers Control to service the furnace, which was not operating at
allThe technician was let into the residence by the niece’s husband, who had the
key for the premisesAt that time, the niece’s husband indicated to the
technician that they had lived at the property last year and had problems with
the furnace even thenThe service was approved by the niece, an apparent agent
of the customer
Unfortunately, the customer believes that a $fuse was
the fix for her furnaceHowever, the furnace has issuesUpon arrival, our
technician took a video of the furnace, and the noise it was makingThe video
has been made a part of the customer’s fileThe noise indicated that there was
ice in the heat exchanger signaling a much bigger problem than a $fuse
At no time has Rogers Control spoken with the customer
The call came in from the niece to fix the furnace and to send the bill to
Benson BuildersThe bill was sent thereThen, the owner of Benson Builders,
who at this time was not involved in the matter, called and “told” Rogers
Control how much he would payHe stated they just wanted an estimate, but the
initial called by the niece did not indicate thisShe stated that the furnace
needed to be repairedWhen it was determined that the furnace had issues
beyond a minor repair, we provided the customer an estimate with options before
proceeding further
Our technician got the furnace running, but it was not
blowing heat because of the ice in the heat exchangerOur office manager
talked to the niece and gave her a verbal estimateThe niece was quoted to
replace the furnace, which was $3,with a credit resulting in $3,The
$estimate was to replace the heat exchangers, pressure switch and
components, and condensate trapShe stated she had to talk to her auntWe
never heard from the aunt, but instead the aunt’s brother called
Rogers Control is looking to be paid for the services it
provided minus the 50% discount that was given
Sincerely,
Rogers Control, Inc
*** ***
Corporate Counsel
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowRogers Control and Ms*** continue to get caught up in semantics and make accusations to support their egregious billing claim that I, quite frankly, view as attempted fraud
First, it is a ridiculous assertion to claim that we didn't ask for a QUOTE before any work was to be performed and that if any work was done it was approved. Why would anyone in their right mind just ask for a furnace to be fixed, without first determining how much that fix was going to cost (and what the problem was)? It is ridiculous, well beyond any reasonable business standard and wholly irresponsible on their part.
Furthermore, stating that you gave someone a 50% discount on hours that should have been zero anyway is laughable. I should be happy that she is only trying to get me to pay for hours of labor when the reality is I should be paying for zero hours? When the furnace was NOT FIXED? Their invoice already includes a "service charge" and mileage fee, both of which I offered to pay. Despite the fact that their website indicates they provide free quotes!
Secondly, Ms*** recollection or report of her Company's interactions with us is incorrect. We called and requested a QUOTE to fix, just as any reasonable person would. We then let them into the residence and awaited the quote. We were obviously shocked by the subsequent bill - which was effectively not a quote but a bill for services (services that failed to fix any assessed problem!) - thus leading to this complaint. Ms*** has been unable to provide any support for her claims related to interactions with usThird, due to the shock created by Rogers Control's business practices and billing, we immediately called a local competitor who assessed the furnace shortly thereafter and made all necessary repairs for less than $100. The work Rogers Control quoted as "necessary" clearly was not. Based on the competitor's timely assessment and fact that their work got the furnace operating perfectly, I don't see how Rogers Control's actions can be seen as anything short of attempted fraud.
It is clear to me that Ms*** and Rogers Control attempted to bill us a significant amount for services that were not necessary and not approved. Ms*** also appears to be relying upon reports from employees who do not recall the events in question accurately, and/or who (at best) operated with great disregard for standard business practices. This disregard for standard business practices is further evidenced by Ms***/Rogers Control never receiving a request or approval from myself or an authorized agent to even be on the premises, let alone do any work there.
As I indicated in my email to Ms*** dated March 10, 2015, I am offering to pay $for the service fee and mileage to provided the QUOTE requested
Regards,
*** ***
It is unfortunate that Ms*** feels the way she
doesRogers Control is a reputable company that does a substantial amount of
work for various businesses and individuals in our community and the
surrounding communities and has been in business for well over years
At this point, Rogers Control feels that the only
possible resolution because of the vast difference of opinion is to accept
payment of $for the service call and mileageWe concede that this is the
only way to satisfy this customer
Sincerely,
Rogers Control, Inc
*** ***
Corporate Counsel