Skynails

Initial Business Response /* (1000, 19, 2015/10/20) */
Ms. [redacted] did contact our company for service. She was in need of having her existing hot air furnace removed from her home and properly disposed. She contacted us in advance of wanting the work done to confirm what the associated costs would...

be to having the furnace removed and disposed. She spoke with me. She said that it was something that they could probably do on their own but would most likely want a company to do the work to ensure that it was looked after properly. I indicated to Ms. [redacted] that we would have to charge by the hour to have the furnace removed and disposed of. Our 2 man hourly rate is $[redacted]/hr. The charge would be at least 1 hours labour. She asked to be tentatively scheduled and would call back to confirm. Ms. [redacted] did call back and wanted to proceed with the work on [redacted]nd, [redacted].


[redacted]nd , [redacted]

The service call for Ms. [redacted] started when the information was given to our technicians at 8:00AM. Ms [redacted] was informed at that time that the technicians were on route to her home. We are located in [redacted] - **. [redacted]. They proceeded to [redacted] in [redacted] arriving at the home at approximately 8:20am. Removed the furnace. At approximately 8:50am one on the technicians called our office to let us know that the furnace was removed and that he would be charging 1.5 hours labour for the work to accommodate for the time to take the old furnace to the metal recycling depot for disposal. ( 8:00am - 9:30 AM )He said that the customer was not satisfied with the charge. They felt that they should not have to pay until the technicians arrived at the home. He explained that we have to account for the travel time associated with going from service call to service call. A service call would normally end when the technician is finished at the home. Ms. [redacted] call was a little different where we had to dispose of her furnace. Ms. [redacted] then called our office and we spoke with her and her husband about the service charges. They said that could understand the charge of taking their furnace to the recycling depot but didn't think that they should have to pay for the technicians driving time to come to their home. They explained that it could be possible to get stuck in traffic and that they shouldn't have to pay the time to get there. Ms [redacted] did pay the bill in full to our technicians before they left the property.


It was certainly not our intentions to leave the customer with the thoughts of us hiding fees from them. It's a standard practice for driving time to be included in service calls. I have never come across an incident where I have had to explain that information to a customer. I apologize to Ms. [redacted] and her husband for the misunderstanding on what they were responsible for with the service that they requested and I have sent a cheque to Ms. [redacted] to credit back 30 minutes of the service call. I hope that this will be of satisfactory to Ms. [redacted].

Thank you for your time and if you require any further information please let me know.
Initial Consumer Rebuttal /* (2000, 21, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept this because this was the only issue we had with this company, ie driving time. The business needs to inform the costumers upfront about the driving time charge.