Initial Business Response / [redacted] (1000, 8, 2015/06/02) */ Mrs [redacted] contacted our office at 5:on Friday May 8,and stated she needed someone to come out for her A/CThe on call technician took down her information then asked her if this was a request for a clean & check of the system or was she having a problem with it not coolingShe stated that it wasn't workingShe was informed someone would contact her Monday morning to schedule a service call to check out the unitOn Monday May 11, the secretary contacted Mrs [redacted] to confirm the request for service needed for her A/C system and to set an appointment timeMrs [redacted] requested the following day, Tuesday May 12, after 2pm to accommodate her scheduleOn the morning of Tues May 12, the secretary contacted Mrs [redacted] again to confirm her appointment for a service call later on in the day at 2pm(It is standard protocol for us to contact the customer before sending the service man to their addressThis eliminates wasted time driving to a job when there is nobody at home to allow the serviceman entry The service man arrived at her home at 2:42pmHe spoke with the homeowner and asked what problem she was having with the A/C systemMrs [redacted] stated that it wasn't workingThe serviceman asked her if the A/C unit outside wasn't working (just not turning on) or was the unit running but not providing cold airShe told the serviceman the outdoor unit wasn't working when she called Friday evening and over the weekend they had discovered the breaker in the fuse box for the A/C unit was not turned onThey turned it on and the unit was running but it wasn't cooling off the houseThe serviceman then proceeded to check the indoor components of the A/C system which were located in the crawlspaceCommon practice is to first check the airflow through the systemHe had determined after inspecting the system that the duct work was in poor condition and needed replacement along with the furnace/air handler in the crawlspaceThe unit was in very poor conditionHe then went to the outdoor unit and checked it outIt also was in very poor conditionHis diagnosis was that due to the poor condition of the A/C system repair was not possible and the system needed to be replacedHe informed Mrs [redacted] that replacement was truly her only optionThe service man then gathered information of what needs to be replaced to be submitted it to the service manager who then provides a replacement estimateThe serviceman collected the $service call/diagnostic charge and left the home at 3:58pmTotal time spent on this job was just over an hourThe servicemen deposit all checks at the end of the day, Mrs [redacted] check was deposited as per company protocol along with all the other payments collected this day Mrs [redacted] called the office about an hour later and stated that the serviceman charged her $for an estimate which she thought was freeI looked into the dispatch log and saw where it was dispatched as a service call with no coolingI investigated all the details that evolved from Friday when she initially called till Tuesday when the serviceman got to her homeThree conversations (fri eve, Monday morning and tues morning) and a request for a free estimate was never mentionedThe service call provided a diagnosis that determined replacing the system was the best solution but that was after an hour of evaluating the systemA free estimate would not require an hours worth of labor and inspectionWe would send an estimator out who simply evaluates the required sizing of the system and then presents brochures of the options available and their prices To summarize, wanting to get the A/C system repaired was Mrs [redacted] first and primary requestAfter getting the professional opinion of an HVAC serviceman, after inspecting all the facets of the system, it was determined repairing the system was not an optionIt was working the best it couldThe time, knowledge and expertise the serviceman provided came at a flat fee of $for trip charge (driving to a service call location) and diagnosis of the problemIf the customer doesn't want to get it fixed for the cost it would require they would just pay the service call fee If Mrs [redacted] had ever mentioned to anyone on our staff that she wanted an estimate, before the actual serviceman showed up at her house, we wouldn't have wasted the time of the serviceman and other customers who require service but have to wait till their service appointment time is availableWe would have sent an estimator out who would simply quote replacement pricing and would take half the time we invested in having the serviceman come out instead I explained this to Mrs [redacted] when I called her back the next day, Wednesday May 13,I gave Mrs [redacted] the price estimate it would cost to replace the system(Information the servicemen gathered after he had finished diagnosing the systems problem)I explained to her that a service call cost $because there is work involvedA free estimate is free because there is no work involvedJust writing on paper and presenting brochuresThe serviceman went far beyond writing information on paperHe spent an hour there going through the system to see why it wasn't workingI explained to her that the $was what the fee is to do thisShe stated that she just wanted an estimateTruth to the matter, she originally just wanted to get the unit fixedI told her that I would deduct $from the cost of the replacement to compensate the costThis is a standard practiceWe will deduct the cost of the service call if we end up just having to replace the unit We can offer Mrs [redacted] double her service call discounted off the cost of replacing the unit$discount instead of the $ Sincerely, [redacted] Service Manager- FSM Comfort Solutions
Initial Business Response /* (1000, 8, 2015/06/02) */
Mrs*** contacted our office at 5:on Friday May 8,and stated she needed someone to come out for her A/CThe on call technician took down her information then asked her if this was a request for a clean & check of the system or was
she having a problem with it not coolingShe stated that it wasn't workingShe was informed someone would contact her Monday morning to schedule a service call to check out the unitOn Monday May 11, the secretary contacted Mrs *** to confirm the request for service needed for her A/C system and to set an appointment timeMrs *** requested the following day, Tuesday May 12, after 2pm to accommodate her scheduleOn the morning of Tues May 12, the secretary contacted Mrs *** again to confirm her appointment for a service call later on in the day at 2pm(It is standard protocol for us to contact the customer before sending the service man to their addressThis eliminates wasted time driving to a job when there is nobody at home to allow the serviceman entry
The service man arrived at her home at 2:42pmHe spoke with the homeowner and asked what problem she was having with the A/C systemMrs *** stated that it wasn't workingThe serviceman asked her if the A/C unit outside wasn't working (just not turning on) or was the unit running but not providing cold airShe told the serviceman the outdoor unit wasn't working when she called Friday evening and over the weekend they had discovered the breaker in the fuse box for the A/C unit was not turned onThey turned it on and the unit was running but it wasn't cooling off the houseThe serviceman then proceeded to check the indoor components of the A/C system which were located in the crawlspaceCommon practice is to first check the airflow through the systemHe had determined after inspecting the system that the duct work was in poor condition and needed replacement along with the furnace/air handler in the crawlspaceThe unit was in very poor conditionHe then went to the outdoor unit and checked it outIt also was in very poor conditionHis diagnosis was that due to the poor condition of the A/C system repair was not possible and the system needed to be replacedHe informed Mrs *** that replacement was truly her only optionThe service man then gathered information of what needs to be replaced to be submitted it to the service manager who then provides a replacement estimateThe serviceman collected the $service call/diagnostic charge and left the home at 3:58pmTotal time spent on this job was just over an hourThe servicemen deposit all checks at the end of the day, Mrs*** check was deposited as per company protocol along with all the other payments collected this day
Mrs *** called the office about an hour later and stated that the serviceman charged her $for an estimate which she thought was freeI looked into the dispatch log and saw where it was dispatched as a service call with no coolingI investigated all the details that evolved from Friday when she initially called till Tuesday when the serviceman got to her homeThree conversations (fri eve, Monday morning and tues morning) and a request for a free estimate was never mentionedThe service call provided a diagnosis that determined replacing the system was the best solution but that was after an hour of evaluating the systemA free estimate would not require an hours worth of labor and inspectionWe would send an estimator out who simply evaluates the required sizing of the system and then presents brochures of the options available and their prices
To summarize, wanting to get the A/C system repaired was Mrs *** first and primary requestAfter getting the professional opinion of an HVAC serviceman, after inspecting all the facets of the system, it was determined repairing the system was not an optionIt was working the best it couldThe time, knowledge and expertise the serviceman provided came at a flat fee of $for trip charge (driving to a service call location) and diagnosis of the problemIf the customer doesn't want to get it fixed for the cost it would require they would just pay the service call fee
If Mrs *** had ever mentioned to anyone on our staff that she wanted an estimate, before the actual serviceman showed up at her house, we wouldn't have wasted the time of the serviceman and other customers who require service but have to wait till their service appointment time is availableWe would have sent an estimator out who would simply quote replacement pricing and would take half the time we invested in having the serviceman come out instead
I explained this to Mrs *** when I called her back the next day, Wednesday May 13,I gave Mrs *** the price estimate it would cost to replace the system(Information the servicemen gathered after he had finished diagnosing the systems problem)I explained to her that a service call cost $because there is work involvedA free estimate is free because there is no work involvedJust writing on paper and presenting brochuresThe serviceman went far beyond writing information on paperHe spent an hour there going through the system to see why it wasn't workingI explained to her that the $was what the fee is to do thisShe stated that she just wanted an estimateTruth to the matter, she originally just wanted to get the unit fixedI told her that I would deduct $from the cost of the replacement to compensate the costThis is a standard practiceWe will deduct the cost of the service call if we end up just having to replace the unit
We can offer Mrs *** double her service call discounted off the cost of replacing the unit$discount instead of the $
Sincerely,
*** ***
Service Manager- FSM Comfort Solutions
Initial Business Response / [redacted] (1000, 8, 2015/06/02) */ Mrs [redacted] contacted our office at 5:on Friday May 8,and stated she needed someone to come out for her A/CThe on call technician took down her information then asked her if this was a request for a clean & check of the system or was she having a problem with it not coolingShe stated that it wasn't workingShe was informed someone would contact her Monday morning to schedule a service call to check out the unitOn Monday May 11, the secretary contacted Mrs [redacted] to confirm the request for service needed for her A/C system and to set an appointment timeMrs [redacted] requested the following day, Tuesday May 12, after 2pm to accommodate her scheduleOn the morning of Tues May 12, the secretary contacted Mrs [redacted] again to confirm her appointment for a service call later on in the day at 2pm(It is standard protocol for us to contact the customer before sending the service man to their addressThis eliminates wasted time driving to a job when there is nobody at home to allow the serviceman entry The service man arrived at her home at 2:42pmHe spoke with the homeowner and asked what problem she was having with the A/C systemMrs [redacted] stated that it wasn't workingThe serviceman asked her if the A/C unit outside wasn't working (just not turning on) or was the unit running but not providing cold airShe told the serviceman the outdoor unit wasn't working when she called Friday evening and over the weekend they had discovered the breaker in the fuse box for the A/C unit was not turned onThey turned it on and the unit was running but it wasn't cooling off the houseThe serviceman then proceeded to check the indoor components of the A/C system which were located in the crawlspaceCommon practice is to first check the airflow through the systemHe had determined after inspecting the system that the duct work was in poor condition and needed replacement along with the furnace/air handler in the crawlspaceThe unit was in very poor conditionHe then went to the outdoor unit and checked it outIt also was in very poor conditionHis diagnosis was that due to the poor condition of the A/C system repair was not possible and the system needed to be replacedHe informed Mrs [redacted] that replacement was truly her only optionThe service man then gathered information of what needs to be replaced to be submitted it to the service manager who then provides a replacement estimateThe serviceman collected the $service call/diagnostic charge and left the home at 3:58pmTotal time spent on this job was just over an hourThe servicemen deposit all checks at the end of the day, Mrs [redacted] check was deposited as per company protocol along with all the other payments collected this day Mrs [redacted] called the office about an hour later and stated that the serviceman charged her $for an estimate which she thought was freeI looked into the dispatch log and saw where it was dispatched as a service call with no coolingI investigated all the details that evolved from Friday when she initially called till Tuesday when the serviceman got to her homeThree conversations (fri eve, Monday morning and tues morning) and a request for a free estimate was never mentionedThe service call provided a diagnosis that determined replacing the system was the best solution but that was after an hour of evaluating the systemA free estimate would not require an hours worth of labor and inspectionWe would send an estimator out who simply evaluates the required sizing of the system and then presents brochures of the options available and their prices To summarize, wanting to get the A/C system repaired was Mrs [redacted] first and primary requestAfter getting the professional opinion of an HVAC serviceman, after inspecting all the facets of the system, it was determined repairing the system was not an optionIt was working the best it couldThe time, knowledge and expertise the serviceman provided came at a flat fee of $for trip charge (driving to a service call location) and diagnosis of the problemIf the customer doesn't want to get it fixed for the cost it would require they would just pay the service call fee If Mrs [redacted] had ever mentioned to anyone on our staff that she wanted an estimate, before the actual serviceman showed up at her house, we wouldn't have wasted the time of the serviceman and other customers who require service but have to wait till their service appointment time is availableWe would have sent an estimator out who would simply quote replacement pricing and would take half the time we invested in having the serviceman come out instead I explained this to Mrs [redacted] when I called her back the next day, Wednesday May 13,I gave Mrs [redacted] the price estimate it would cost to replace the system(Information the servicemen gathered after he had finished diagnosing the systems problem)I explained to her that a service call cost $because there is work involvedA free estimate is free because there is no work involvedJust writing on paper and presenting brochuresThe serviceman went far beyond writing information on paperHe spent an hour there going through the system to see why it wasn't workingI explained to her that the $was what the fee is to do thisShe stated that she just wanted an estimateTruth to the matter, she originally just wanted to get the unit fixedI told her that I would deduct $from the cost of the replacement to compensate the costThis is a standard practiceWe will deduct the cost of the service call if we end up just having to replace the unit We can offer Mrs [redacted] double her service call discounted off the cost of replacing the unit$discount instead of the $ Sincerely, [redacted] Service Manager- FSM Comfort Solutions
Initial Business Response /* (1000, 8, 2015/06/02) */
Mrs*** contacted our office at 5:on Friday May 8,and stated she needed someone to come out for her A/CThe on call technician took down her information then asked her if this was a request for a clean & check of the system or was
she having a problem with it not coolingShe stated that it wasn't workingShe was informed someone would contact her Monday morning to schedule a service call to check out the unitOn Monday May 11, the secretary contacted Mrs *** to confirm the request for service needed for her A/C system and to set an appointment timeMrs *** requested the following day, Tuesday May 12, after 2pm to accommodate her scheduleOn the morning of Tues May 12, the secretary contacted Mrs *** again to confirm her appointment for a service call later on in the day at 2pm(It is standard protocol for us to contact the customer before sending the service man to their addressThis eliminates wasted time driving to a job when there is nobody at home to allow the serviceman entry
The service man arrived at her home at 2:42pmHe spoke with the homeowner and asked what problem she was having with the A/C systemMrs *** stated that it wasn't workingThe serviceman asked her if the A/C unit outside wasn't working (just not turning on) or was the unit running but not providing cold airShe told the serviceman the outdoor unit wasn't working when she called Friday evening and over the weekend they had discovered the breaker in the fuse box for the A/C unit was not turned onThey turned it on and the unit was running but it wasn't cooling off the houseThe serviceman then proceeded to check the indoor components of the A/C system which were located in the crawlspaceCommon practice is to first check the airflow through the systemHe had determined after inspecting the system that the duct work was in poor condition and needed replacement along with the furnace/air handler in the crawlspaceThe unit was in very poor conditionHe then went to the outdoor unit and checked it outIt also was in very poor conditionHis diagnosis was that due to the poor condition of the A/C system repair was not possible and the system needed to be replacedHe informed Mrs *** that replacement was truly her only optionThe service man then gathered information of what needs to be replaced to be submitted it to the service manager who then provides a replacement estimateThe serviceman collected the $service call/diagnostic charge and left the home at 3:58pmTotal time spent on this job was just over an hourThe servicemen deposit all checks at the end of the day, Mrs*** check was deposited as per company protocol along with all the other payments collected this day
Mrs *** called the office about an hour later and stated that the serviceman charged her $for an estimate which she thought was freeI looked into the dispatch log and saw where it was dispatched as a service call with no coolingI investigated all the details that evolved from Friday when she initially called till Tuesday when the serviceman got to her homeThree conversations (fri eve, Monday morning and tues morning) and a request for a free estimate was never mentionedThe service call provided a diagnosis that determined replacing the system was the best solution but that was after an hour of evaluating the systemA free estimate would not require an hours worth of labor and inspectionWe would send an estimator out who simply evaluates the required sizing of the system and then presents brochures of the options available and their prices
To summarize, wanting to get the A/C system repaired was Mrs *** first and primary requestAfter getting the professional opinion of an HVAC serviceman, after inspecting all the facets of the system, it was determined repairing the system was not an optionIt was working the best it couldThe time, knowledge and expertise the serviceman provided came at a flat fee of $for trip charge (driving to a service call location) and diagnosis of the problemIf the customer doesn't want to get it fixed for the cost it would require they would just pay the service call fee
If Mrs *** had ever mentioned to anyone on our staff that she wanted an estimate, before the actual serviceman showed up at her house, we wouldn't have wasted the time of the serviceman and other customers who require service but have to wait till their service appointment time is availableWe would have sent an estimator out who would simply quote replacement pricing and would take half the time we invested in having the serviceman come out instead
I explained this to Mrs *** when I called her back the next day, Wednesday May 13,I gave Mrs *** the price estimate it would cost to replace the system(Information the servicemen gathered after he had finished diagnosing the systems problem)I explained to her that a service call cost $because there is work involvedA free estimate is free because there is no work involvedJust writing on paper and presenting brochuresThe serviceman went far beyond writing information on paperHe spent an hour there going through the system to see why it wasn't workingI explained to her that the $was what the fee is to do thisShe stated that she just wanted an estimateTruth to the matter, she originally just wanted to get the unit fixedI told her that I would deduct $from the cost of the replacement to compensate the costThis is a standard practiceWe will deduct the cost of the service call if we end up just having to replace the unit
We can offer Mrs *** double her service call discounted off the cost of replacing the unit$discount instead of the $
Sincerely,
*** ***
Service Manager- FSM Comfort Solutions