My customer service rep [redacted] maintains that she has no recollection of telling Mr [redacted] that his Air Conditioning system could be chargedThe girls in the office are not trained in this field and can make no such judgement on wether a system can be charged or notI personally feel that Mr [redacted] was not happy with the price quoted for the R-charge up and that is the real reasonOur technicians invoice says that he "SUGGESTS" a dye/ leak test
I asked my CSR, [redacted] , to compose an account of what happenedI will post it below: On October 2nd, at 6:43PM, I received a call from [redacted] who explained to me that he had a sewer back up in the line between his house trap and the streetI clearly explained to him that there was a dispatch fee of $for the technician to come to the home that eveningI also explained that the technician would diagnose the problem and that he would give him an estimate as to how much the actual repair would beI also informed Mr [redacted] that if he was able to wait until the following day, the dispatch fee would drop down to $for the technician to come to his homeMr [redacted] stated that he did not mind paying the $dispatch fee and that he wanted service that eveningI gave him a time frame of 8-10:as documented in my call logThe technician arrived at 7:pmA short time after the technician arrived at the residence; Mr[redacted] called me and began accusing me of misinforming himHe claimed that I told him that we would complete the job of clearing his sewer line for $I told him that is not what I communicated to him and that he must have completely misunderstood what I said [redacted] , Customer Service Representative 11-4- Also, My service technician, [redacted] , is a morally upright person, and has never, nor will ever, use any profanity toward a customer
When I saw that [redacted] had stopped payment on her check(s), I called to ask her whyShe told me that she was upset because she called to speak to a manager and ask for a parts/ labor breakdown, several times, and did not get a call backI was not able to offer her any reason as to why she did not get a call backI have a partner and the message may have been left on his desk, I really can't sayHowever, this is not a legitimate reason to stop a payment and breech a contract I offered [redacted] a verbal breakdown, that the part retailed at about $with tax and shipping.The rest was laborShe went on to complain about how long it took to get the job doneMy service tech made several attemts to get it locally without success and the part had to be special orderedShe was told it might take several days, and when we were notified from the supply company we would make it top priority to pick it up and get the job done [redacted] agreed to these terms Later in the conversation she informed me that "the job was not done right, I still have a problem"I asked my customer service reps to check there phone message books, to see if there was any info on a warranty claim associated with her callIf there was then that would have been passed right to the service manager to get it scheduled and take care of it no chargeBut there wasn'tI immediately offered to come back out and do the repair for freeWe stand behind our work, even though she was irritated that she didn't get a return call from management regarding the breakdownShe responded, "Are you crazy, I'm not letting you back in my house." I said then I could not help her and told her I would use legal means to collect the money she owed She went on to say that she called around and got other quotes and was told that this repair should have cost between $150-$This, in my opinion, is heresayQuoting prices over the phone is unprofessional and usually is bait & switchMost phone quotes are inaccurate and change once the service man get to the houseAnd that is why we will not do it So this to me is a case of buyers remorseSomeone is trying to breech a contract for petty reasons, and then saying the work was not done right and not affording me an opportunity to come out and make it rightI even offered to send a different service tech out if she had a problem with the first oneWhen she said that she would have to get another plumber to come out an repair it right, I asked if I could come and pick up my part and return it to the supplier so I couls say it was defective and get my $backShe scoffed at the idea
Customer called on 1/11/- we came out to address the leak Were not able to duplicate or locate the leak at that time Advised customer to call us back if it happens again The dispatch fee for the second visit would be waived if repairs are made, not if we come to no leak again The call came in days later, customer was told that we were pretty full on the schedule already that Friday afternoon and will do our best, and that it may be moved to the next day Unfortunately that came to be so, we called the customer back about hours after the call, to advise of that and to schedule fort he following (Saturday) morning With NO extra charge due to all the factsCustomer at that point got upset and asked to speak to a manager I called and left a message for her on Mon and again on Tues with no response until this now
Since we value our A+ rating we will accept the consumer's offer of $and consider the matter resolved
My customer service rep [redacted] maintains that she has no recollection of telling Mr [redacted] that his Air Conditioning system could be chargedThe girls in the office are not trained in this field and can make no such judgement on wether a system can be charged or notI personally feel that Mr [redacted] was not happy with the price quoted for the R-charge up and that is the real reasonOur technicians invoice says that he "SUGGESTS" a dye/ leak test
I asked my CSR, [redacted] , to compose an account of what happenedI will post it below: On October 2nd, at 6:43PM, I received a call from [redacted] who explained to me that he had a sewer back up in the line between his house trap and the streetI clearly explained to him that there was a dispatch fee of $for the technician to come to the home that eveningI also explained that the technician would diagnose the problem and that he would give him an estimate as to how much the actual repair would beI also informed Mr [redacted] that if he was able to wait until the following day, the dispatch fee would drop down to $for the technician to come to his homeMr [redacted] stated that he did not mind paying the $dispatch fee and that he wanted service that eveningI gave him a time frame of 8-10:as documented in my call logThe technician arrived at 7:pmA short time after the technician arrived at the residence; Mr[redacted] called me and began accusing me of misinforming himHe claimed that I told him that we would complete the job of clearing his sewer line for $I told him that is not what I communicated to him and that he must have completely misunderstood what I said [redacted] , Customer Service Representative 11-4- Also, My service technician, [redacted] , is a morally upright person, and has never, nor will ever, use any profanity toward a customer
When I saw that [redacted] had stopped payment on her check(s), I called to ask her whyShe told me that she was upset because she called to speak to a manager and ask for a parts/ labor breakdown, several times, and did not get a call backI was not able to offer her any reason as to why she did not get a call backI have a partner and the message may have been left on his desk, I really can't sayHowever, this is not a legitimate reason to stop a payment and breech a contract I offered [redacted] a verbal breakdown, that the part retailed at about $with tax and shipping.The rest was laborShe went on to complain about how long it took to get the job doneMy service tech made several attemts to get it locally without success and the part had to be special orderedShe was told it might take several days, and when we were notified from the supply company we would make it top priority to pick it up and get the job done [redacted] agreed to these terms Later in the conversation she informed me that "the job was not done right, I still have a problem"I asked my customer service reps to check there phone message books, to see if there was any info on a warranty claim associated with her callIf there was then that would have been passed right to the service manager to get it scheduled and take care of it no chargeBut there wasn'tI immediately offered to come back out and do the repair for freeWe stand behind our work, even though she was irritated that she didn't get a return call from management regarding the breakdownShe responded, "Are you crazy, I'm not letting you back in my house." I said then I could not help her and told her I would use legal means to collect the money she owed She went on to say that she called around and got other quotes and was told that this repair should have cost between $150-$This, in my opinion, is heresayQuoting prices over the phone is unprofessional and usually is bait & switchMost phone quotes are inaccurate and change once the service man get to the houseAnd that is why we will not do it So this to me is a case of buyers remorseSomeone is trying to breech a contract for petty reasons, and then saying the work was not done right and not affording me an opportunity to come out and make it rightI even offered to send a different service tech out if she had a problem with the first oneWhen she said that she would have to get another plumber to come out an repair it right, I asked if I could come and pick up my part and return it to the supplier so I couls say it was defective and get my $backShe scoffed at the idea
Customer called on 1/11/- we came out to address the leak Were not able to duplicate or locate the leak at that time Advised customer to call us back if it happens again The dispatch fee for the second visit would be waived if repairs are made, not if we come to no leak again The call came in days later, customer was told that we were pretty full on the schedule already that Friday afternoon and will do our best, and that it may be moved to the next day Unfortunately that came to be so, we called the customer back about hours after the call, to advise of that and to schedule fort he following (Saturday) morning With NO extra charge due to all the factsCustomer at that point got upset and asked to speak to a manager I called and left a message for her on Mon and again on Tues with no response until this now