TRI-County Mechanical and Electrical, Inc

I received your letter dated March 15, 2017, however I did not receive anything dated March 3, 2017.Please remove Ric T*** as your point of contact for Tri County Mechanical, as he has not beeninvolved with the company for several years.In response to the claim filed by Mr***, his portrayal
of the service call does not accurately reflectthe facts.• Mr*** contacted our answering service after hours on Sunday February 12, He wastold directly by the service tech that a Sunday call is billed at double timeHe was also providedthe option of waiting until Monday for regular timeHe told the tech that he had no heat andneeded someone that day.• The travel time from our shop to his house is hoursTravel time is billed on every service call,regardless of time, location, day of week, order of call, etc and is billed based on actual time ittakes to get to service location.• The tech diagnosed the problem and agreed with the homeowner that the main ignition controlpanel needed replacingHowever, it is a specific part for that particular furnace and notinterchangeable with other panelThe tech did not have access to the exact part number untilthe manufacturer was available on MondayThe tech cleaned the existing flame sensor, butthat did not workHe offered to try to install an individual flame sensor to see if it would work,just to get some heat going until the next dayThe homeowner agreed to that and the tech ranback to the shop to pick one upUpon installation, it would not work, as the main ignitioncontrol panel on that model has a buiflame sensorIf the homeowner did not agree tothat, he would have told the tech not to pick it up and come backHe would have refused thatoptionHe did not make that choiceThis total trip took hours to location, hour working onunit, hours back to shop, hours back to location and hours installing part and reinstallingold part.• Monday, the tech was able to speak directly with the manufacturer to find the new partnumberHe went back out to the house and installed it hours to location and hoursinstalling part.• Mr*** was not charged for the flame sensor that did not work, he was only charged for thecontrol panel that was installed on Monday• Mr*** contacted my office on Friday February 24th to discuss his billI informed him thatmy tech was out until next week and I would speak with him directly then get back with himIreturned his call the middle of the following week and left him a voice mailI called him againon Friday and discussed the chain of eventsHe was not satisfied with my explanation and toldme he should not be charged for travel time either direction, nor should he be charged doubletime for SundayDespite being provided the opportunity to have service on Monday instead ofSunday, he still only wanted to pay straight time and no travel timeI explained to him that itwas not possible for me to accommodate that, as my union contract requires me to pay mytech's double time on Sundays, which includes travel time.• I offered to reduce his bill by $45, which was hours and he was not satisfied with that.Instead, Mr*** told me he was going to post all over Facebook and the internet that TriCounty Mechanical is a shoddy company that does shoddy work and overbills their customers.My response to that, "We Mr***, that tells me what your level of integrity is".• With that, he called me a filthy, derogatory name and hung up on me.• Several minutes later, he called back (to the Corporate office where I work) and spoke with myhusband, *** *** who is the President of the companyMr*** apologized for losing histemper and calling me dirty namesMy husband listened to his story, then politely told him wewould reduce his bill by $In turn, we would not make any money on this service call,but would simply move forward with an unhappy customer paying his billMr*** agreedand said he would send a check for the balance.Mr*** was not honest in his complaint, nor was he fulfilling an agreement he made when hecontracted for our services in an emergency on Sunday February 12th and again when he made anagreement with Matt L*** for settlement March 3rdHe has continually proved his lack of honesty andintegrity and his desire to receive service for free.If we do not receive payment in full on this invoice prior to Aprill, we will file a contractor's lienagainst his property.Sincerely,Kris L***Vice President/Owner

Customer called our office? on 2/3/and had no heat in his house.? He lives minutes from our shop.? Our tech found his domestic water pump was bad, he had no manuals for his boiler or his water pump.? This is not a standard part that is carried on service tech vehicles, but
rather a part that has to be ordered in from the manufacturer.? Pump arrived on 2/8/and was installed.? checked the operation of the entire system and all is running well.Customer called back on 5/9/and said he has no water.? Tech went back out and found the new pump that was installed was fully operational.? The well pump was failing and shutting down on it's own.? This is what caused the domestic water pump on the boiler to burn up originally.? We are not a well company, do not possess the equipment to pull a well pump and replace it.? Well drillers and plumbing companies are not interchangeable.? We advised him as to what the problem was and told him to call a well driller.? ? On 5/9/he had only paid $of his $invoices.? After multiple phones calls and certified letters to customer, I filed a lien on May 9, 2017.He made a payment for the balance due of $on August 15, 2017.? I then filed a lien release.The customer never contacted me to complain about his invoices or question how he was charged.? We have no way of knowing that he needed a well driller to work on a pump until we went out the 3rd time.? ? The customer has no claim.Kris L***Vice PresidentTri County Mechanical & Electrical, Inc.***

I received your letter dated March 15, 2017, however I did not receive anything dated March 3, 2017.Please remove Ric T[redacted] as your point of contact for Tri County Mechanical, as he has not beeninvolved with the company for several years.In response to the claim filed by Mr. [redacted], his portrayal...

of the service call does not accurately reflectthe facts.• Mr. [redacted] contacted our answering service after hours on Sunday February 12, 2017. He wastold directly by the service tech that a Sunday call is billed at double time. He was also providedthe option of waiting until Monday for regular time. He told the tech that he had no heat andneeded someone that day.• The travel time from our shop to his house is .5 hours. Travel time is billed on every service call,regardless of time, location, day of week, order of call, etc and is billed based on actual time ittakes to get to service location.• The tech diagnosed the problem and agreed with the homeowner that the main ignition controlpanel needed replacing. However, it is a specific part for that particular furnace and notinterchangeable with other panel. The tech did not have access to the exact part number untilthe manufacturer was available on Monday. The tech cleaned the existing flame sensor, butthat did not work. He offered to try to install an individual flame sensor to see if it would work,just to get some heat going until the next day. The homeowner agreed to that and the tech ranback to the shop to pick one up. Upon installation, it would not work, as the main ignitioncontrol panel on that model has a built-in flame sensor. If the homeowner did not agree tothat, he would have told the tech not to pick it up and come back. He would have refused thatoption. He did not make that choice. This total trip took .5 hours to location, 1 hour working onunit, .5 hours back to shop, .5 hours back to location and .5 hours installing part and reinstallingold part.• Monday, the tech was able to speak directly with the manufacturer to find the new partnumber. He went back out to the house and installed it .. 5 hours to location and .5 hoursinstalling part.• Mr. [redacted] was not charged for the flame sensor that did not work, he was only charged for thecontrol panel that was installed on Monday• Mr. [redacted] contacted my office on Friday February 24th to discuss his bill. I informed him thatmy tech was out until next week and I would speak with him directly then get back with him. Ireturned his call the middle of the following week and left him a voice mail. I called him againon Friday and discussed the chain of events. He was not satisfied with my explanation and toldme he should not be charged for travel time either direction, nor should he be charged doubletime for Sunday. Despite being provided the opportunity to have service on Monday instead ofSunday, he still only wanted to pay straight time and no travel time. I explained to him that itwas not possible for me to accommodate that, as my union contract requires me to pay mytech's double time on Sundays, which includes travel time.• I offered to reduce his bill by $45, which was .5 hours and he was not satisfied with that.Instead, Mr. [redacted] told me he was going to post all over Facebook and the internet that TriCounty Mechanical is a shoddy company that does shoddy work and overbills their customers.My response to that, "We Mr. [redacted], that tells me what your level of integrity is".• With that, he called me a filthy, derogatory name and hung up on me.• Several minutes later, he called back (to the Corporate office where I work) and spoke with myhusband, [redacted] who is the President of the company. Mr. [redacted] apologized for losing histemper and calling me dirty names. My husband listened to his story, then politely told him wewould reduce his bill by $178.40. In turn, we would not make any money on this service call,but would simply move forward with an unhappy customer paying his bill. Mr. [redacted] agreedand said he would send a check for the balance.Mr. [redacted] was not honest in his complaint, nor was he fulfilling an agreement he made when hecontracted for our services in an emergency on Sunday February 12th and again when he made anagreement with Matt L[redacted] for settlement March 3rd. He has continually proved his lack of honesty andintegrity and his desire to receive service for free.If we do not receive payment in full on this invoice prior to Aprill, 2017 we will file a contractor's lienagainst his property.Sincerely,Kris L[redacted]Vice President/Owner