This is the same canned message I was given at the onset of the problem and this still does not resolve the issue. The simple fact of the matter is the service man Brian could have informed me of extra charges and did not. I was not given the opportunity to back out of any service that was being performed. I was not able to make an informed decision regarding this service. I do not feel I should be responsible for the full charge. I have said before, I will gladly pay the $85, no more. I find it amusing that they are considering it a "favor" for the technician to discuss the boiler with me. I simply stated that they had been out before and I had explained my experience with the boiler. As I have said in the pervious message, the technician used my hose to spray water on the filters of the ac units. How in the world is that worth $170?! If they would have told me on the phone or if Brian would have stated there is an extra charge for the other unit, I would have told him to leave. Also if I had known that having a conversation and being cordial with the service technician would cost me money, I would have never spoken to him and delayed him.
Regards,
[redacted]
5-26-17To whom it may concern,Please find attached the copy of the standard letter that was sent out to each customer on file.We do not research each customer to see how many units they have before sending them out.Attached is the copy of the technician’s work order. He show that he was at the...
residence fortwo hours at our actual hourly rate (78.00 per hour) will be $156.00. The first hour consist of the traveltime to and from residence and whether he is there 10 minutes or the actual hour. Also besidescleaning the units he look at the boiler and this was done as a favor to Mr. [redacted]. In fact ourtechnician should have told him he would come back another time to look at the boiler, which would beanother service call at $78.00 per hour. By doing extra at a customer house causes the technician to bedelayed on the other customers who have been scheduled for that day.To address the actual work that was performed at Mr. [redacted] house, the work order showswhat the technician says he did. That is our word against Mr. [redacted]’s. Brian who performed the workhas been with us over 5 years. He is a loyal and trustworthy employee and we have excellent reports onhis work. We have been in business for over 70 years on Main Street in our small town. Our reputationis excellent. We also follow up on many service calls with a phone call and a service follow up card withtheir bill. If we were scamming our customers as the man would have you believe we would not havethe reputation we do. We have done on average of 170-200 air conditioning cleanings so far this yearand several have multiple units, with no other complaints. Therefore I feel we our justified in chargingMr. [redacted] the $170.00.If he went to the store to purchase an item and the sign said $1.60 and he bought two would heexpect to pay $1.60 or $3.20 or would someone have to explain that to Mr. [redacted].ThankyouDebbie H[redacted]Office manager
This is the same canned message I was given at the onset of the problem and this still does not resolve the issue. The simple fact of the matter is the service man Brian could have informed me of extra charges and did not. I was not given the opportunity to back out of any service that was being performed. I was not able to make an informed decision regarding this service. I do not feel I should be responsible for the full charge. I have said before, I will gladly pay the $85, no more. I find it amusing that they are considering it a "favor" for the technician to discuss the boiler with me. I simply stated that they had been out before and I had explained my experience with the boiler. As I have said in the pervious message, the technician used my hose to spray water on the filters of the ac units. How in the world is that worth $170?! If they would have told me on the phone or if Brian would have stated there is an extra charge for the other unit, I would have told him to leave. Also if I had known that having a conversation and being cordial with the service technician would cost me money, I would have never spoken to him and delayed him.
Regards,
[redacted]
5-26-17To whom it may concern,Please find attached the copy of the standard letter that was sent out to each customer on file.We do not research each customer to see how many units they have before sending them out.Attached is the copy of the technician’s work order. He show that he was at the...
residence fortwo hours at our actual hourly rate (78.00 per hour) will be $156.00. The first hour consist of the traveltime to and from residence and whether he is there 10 minutes or the actual hour. Also besidescleaning the units he look at the boiler and this was done as a favor to Mr. [redacted]. In fact ourtechnician should have told him he would come back another time to look at the boiler, which would beanother service call at $78.00 per hour. By doing extra at a customer house causes the technician to bedelayed on the other customers who have been scheduled for that day.To address the actual work that was performed at Mr. [redacted] house, the work order showswhat the technician says he did. That is our word against Mr. [redacted]’s. Brian who performed the workhas been with us over 5 years. He is a loyal and trustworthy employee and we have excellent reports onhis work. We have been in business for over 70 years on Main Street in our small town. Our reputationis excellent. We also follow up on many service calls with a phone call and a service follow up card withtheir bill. If we were scamming our customers as the man would have you believe we would not havethe reputation we do. We have done on average of 170-200 air conditioning cleanings so far this yearand several have multiple units, with no other complaints. Therefore I feel we our justified in chargingMr. [redacted] the $170.00.If he went to the store to purchase an item and the sign said $1.60 and he bought two would heexpect to pay $1.60 or $3.20 or would someone have to explain that to Mr. [redacted].ThankyouDebbie H[redacted]Office manager