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Tomaso's Italian & Gourmet PZZ

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Tomaso's Italian & Gourmet PZZ Reviews (1)

Initial Business Response /* (1000, 8, 2015/06/02) */
Mrs. [redacted] contacted our office at 5:33 on Friday May 8,2014 and stated she needed someone to come out for her A/C. The 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 cooling. She stated that it wasn't working. She was informed someone would contact her Monday morning to schedule a service call to check out the unit. On Monday May 11, 2015 the secretary contacted Mrs [redacted] to confirm the request for service needed for her A/C system and to set an appointment time. Mrs [redacted] requested the following day, Tuesday May 12, 2015 after 2pm to accommodate her schedule. On the morning of Tues May 12, 2015 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 address. This 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 2:42pm. He spoke with the homeowner and asked what problem she was having with the A/C system. Mrs [redacted] stated that it wasn't working. The 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 air. She 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 on. They turned it on and the unit was running but it wasn't cooling off the house. The serviceman then proceeded to check the indoor components of the A/C system which were located in the crawlspace. Common practice is to first check the airflow through the system. He 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 crawlspace. The unit was in very poor condition. He then went to the outdoor unit and checked it out. It also was in very poor condition. His diagnosis was that due to the poor condition of the A/C system repair was not possible and the system needed to be replaced. He informed Mrs [redacted] that replacement was truly her only option. The service man then gathered information of what needs to be replaced to be submitted it to the service manager who then provides a replacement estimate. The serviceman collected the $65 service call/diagnostic charge and left the home at 3:58pm. Total time spent on this job was just over an hour. The 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 $65 for an estimate which she thought was free. I looked into the dispatch log and saw where it was dispatched as a service call with no cooling. I investigated all the details that evolved from Friday when she initially called till Tuesday when the serviceman got to her home. Three conversations (fri eve, Monday morning and tues morning) and a request for a free estimate was never mentioned. The service call provided a diagnosis that determined replacing the system was the best solution but that was after an hour of evaluating the system. A free estimate would not require an hours worth of labor and inspection. We 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 request. After 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 option. It was working the best it could. The time, knowledge and expertise the serviceman provided came at a flat fee of $65 for trip charge (driving to a service call location) and diagnosis of the problem. If 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 available. We 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 13,2014. 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 $65 because there is work involved. A free estimate is free because there is no work involved. Just writing on paper and presenting brochures. The serviceman went far beyond writing information on paper. He spent an hour there going through the system to see why it wasn't working. I explained to her that the $65 was what the fee is to do this. She stated that she just wanted an estimate. Truth to the matter, she originally just wanted to get the unit fixed. I told her that I would deduct $65 from the cost of the replacement to compensate the cost. This is a standard practice. We 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. $130 discount instead of the $65.
Sincerely,
[redacted]
Service Manager- FSM Comfort Solutions

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Address: 256 Bedford Hwy, Halifax, Nova Scotia, Canada, B3M 2K6

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www.awaywegocabco.com

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