Stamford Ems

Initial Business Response /* (1000, 14, 2015/07/31) */
HEArmstrong Mechanical Ltddoes not provide quotes for service or repair calls, this work is done on a time and material basis and our billing policy regarding service and repair calls is provided to the customer upon their requestQuotes
are only provided, at no charge, for new installation or replacement of heating and cooling equipment
Our service and repair billing policy is as follows:
-travel to the customer site is billable
-a service call of $for the first half hour applies to all service calls
-our labor rate of $per hour applies after the first half hour and is billed in minute intervals
-materials are billed based on manufacture suggested price and market conditions
On *** our technician was dispatched to the customers residence, when he had completed his previous service call in ***, at I0:45AM arriving at 11:30AMUpon inspection of the HRV unit that was not working properly he determined the unit's motor was seized and needed replacing, leaving the residence at 11:45AMThe technician reported his findings to our dispatcher, who then proceed to source a supply of a replacement motor and the priceOur dispatcher then contacted the customer with the price of the replacement motor and an estimated time to replace the motor based upon the technician's inspectionThe customer gave dispatch the authorization to order the replacement motor after being informed of the price of the motor and estimated time required to replace the motorAt that time dispatch told the customer that the original service call *** would be added to the time required to replace the motor and that a second service call charge would not apply
On ***, our technician was dispatched to the customers residence, for which no service call or travel was charged, to replace the HRV unit motor, arriving at 9:30AM and departing at 10:15AM
The first week of *** the customer called our billing department disputing the amount billed on her invoiceShe stated that she had been told by dispatch that a service call would not apply and that she had not been informed that travel to her residence was billableThe billing department explained our billing policy however the customer stated that was not what dispatch had told her previouslyThe customer was told that the dispatcher ***, that they no knowledge of what dispatch had told her and that they would have him call her on his return to work
Our dispatcher called the customer on return his return to work and told her that he did not state that no service call would be billed but that a second service call would not be applied when our technician returned to replace the motor on her HRV on ***, completing the service requestHe stated that he had told her the two calls would be added togetherHe also explained that travel to a call was billed on all service calls and that he did not have the authority to amend any billings
as our offices are located "just down the road"It was explained to the customer that the dispatcher did not waive the service call but had said a second service call would not be charged on the second visit and that our technicians are not situated in the office but on the road in our service territory which extends from ***
It is unfortunate that a misunderstanding arose over the billing of a service call and travel to the customer's residenceHowever, consistency in billing of all service calls among all our customer base is of utmost importance***
Some confusion exists regarding the customers desired resolutionShe states that she may have misunderstood what she was told by our dispatcherFurther, the invoice billed has been paid in fullWhat is it that the customer would like us to do?