Complaints

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• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/16/2022 Business in question quoted me 120 an hour. With zero mention of any other charges. The gentleman that came was at my address for less than two hours and they charged me 120 for the first hour and 180 for the second hour due it being after 5pm and its overtime rate ( there was zero mention of a higher rate for the second hour and they didnt mention it over the phone either) I asked the receptionist why I was being charged for a total of two hours and she said the gps rounds up which I believe it also not right. There was zero mention of being charged for said (consumables) which they charged 50 dollars for. Ultimately the invoice sent to me was for 350 dollars. At ************* bill should have been 240 at the 120 an hour rate promised. The best they did was discount the total bill by 50 dollars. I ultimately paid the 300 however I feel these hidden fees are unjust as I spoke to two different people and it was not mentioned. When I asked to speak to the manager the receptionist said he was busy and the most he was willing to do is discount 50 dollars. I feel that the most I should have paid was 240 or less since the tech wasnt actually here 2 hours. I would really appreciate some assistance. Thank you!

  

  Business Response

  Date: 07/10/2023

  Dear Ms. ******* and ******************,

  Im sorry you feel that were not charging you what was promised but after review of the facts on hand please be advised of the following. 

  This involved 2 visits by a technician.  When the initial call was set up, with Ms.  ********* ******* she was advised that there wa a diagnosis fee of $120 per hour ****************, 1 hour minimum, and billed in 30 minute increments thereafter, on the tankless water heater.  This was November 17, 2023.

  We have your signature on the invoice that states this.  You were charged $75.00.

  Then upon receiving your gas valve sent by the manufacturer on December 16, the dispatchers notes confirm that you were advised thered be possible OT charges, as the regular day ended at 5pm, and it was already after 3pm.  We offered to install the part the next day at the regular hourly of $120.

  The response was that youd spent enough time without hot water, come out today.

  The GPS shows the technician arrived on site at 3:56pm and departed at 5:41pm.  Time on site is 1:45. 

  As such, the bill was $120 for the first hour (3:56pm to 4:56pm) and $180 (time and a half) thereafter.  There was an additional $50 in consumables.

  When you called to complain about the $350, we felt the pricing was in line with how we charge and we noted you had already been offered a $45 discount on the diagnosis (you paid $75 instead of the $120 you acknowledged with your signature on 11/17/22).

  As you were complaining about the $60 additional for going into overtime and despite the fact that you were advised this was a distinct possibility, in a good faith effort to appease you, we offerd you an additional discount of $50.00 which you accepted.

  As such, despite our records showing that we did advise you of ovetime and were given the option of having us serve you less than 18 hours later, you chose the later afternoon.  We understand why but it was your decision.

  As such, in an effort to offer you the benefit of the doubt, we discounted you $45 for 11/17/22 and an additional $50 for 12/16/22, totaling $95.00.  This is $35 more than you disputed.

  We value our customers and we try to empower our front line personnel to ensure satisfaction by being able to offer good faith credits when it appears there might have been a miscommunicaiton or other disservice.  In this scenario, it does not appear to be that, but we offered you credits in spite of this.

  I believe our dispatch team followed proper communication protocol and still utilized their authority to attempt to satisfy your doubts.

  Please advise what more you feel we should have done to answer your doubts about overtime.

  Respectfully,

  ***********************