DH Home Improvements

This is in response to complaint ID# [redacted] , regarding [redacted] and service work performed on September 2, [redacted] contacted the office around 2:pm on Friday, September 2, requesting a service call due to their AC not workingDawn W [redacted] took the callThe technician, Weston W***, was at the residence roughly 4:pm, that same dayWeston diagnosed the situation and told the person who was home during the service call, who specified he was the husband, that he had found a bad capacitorPer approval of the husband, Weston installed a new capacitor, a hard start and performed a full system (heating and cooling) maintenance checkAll prices were discussed with the husband and approved before any work was completedWe charge $to install a capacitor, $to install a hard start, $for a heating system maintenance inspection, $for a cooling system maintenance inspection and $per hour of labor performedWe also charge a $diagnostic fee which is waived when work is performedThe total of this invoice was $795.00, after waiving the $diagnostic feeWhen discussing the pricing with the husband, Weston waived the diagnostic fee and discounted all work and materials to a total of $600.00, which the husband approved before work was startedInvoice # [redacted] (copy of invoice attached), was signed by the husband that the work was completed and the husband supplied [redacted] credit card (ending - [redacted] with confirmation number [redacted] ) with the balance approved, and the husband signed the invoiceThat Friday, September 2, at 6:pm, [redacted] called our office6:00pm is after office hours and our office phone rolled over to our technician on call, Eric V*** [redacted] stated she was upset with the amount her husband was chargedEric told her that he was an on call technician and didn’t have access to the accounting software and couldn’t look up the information from Weston’s service call earlier that day [redacted] stated that Weston installed a capacitor and she asked Eric how much we charge for a capacitorEric responded that we charge $for a capacitor and he let [redacted] know to contact our office on Tuesday, September 6, 2016, after 8:00am and that we could access the accounting software, that he didn’t have her service call information at that timeEric took her information and gave it to Scott P***, who is our Service ManagerS [redacted] contacted [redacted] Tuesday, September 6, at roughly 9:00am and explained to her the invoice for the service callScott explained the invoice to her and that we wouldn’t be changing the price since there was already a discount appliedThe amount was approved before work was completed [redacted] credit card payment approved when work was completedInvoice was signed before the technician left the residenceTell us why here

This is in response to complaint ID# [redacted], regarding [redacted] and service work performed on September 2, 2016. [redacted] contacted the office around 2:00 pm on Friday, September 2, 2016 requesting a service call due to their AC not working. Dawn W[redacted] took the call. The...

technician, Weston W[redacted], was at the residence roughly 4:15 pm, that same day. Weston diagnosed the situation and told the person who was home during the service call, who specified he was the husband, that he had found a bad capacitor. Per approval of the husband, Weston installed a new capacitor, a hard start and performed a full system (heating and cooling) maintenance check. All prices were discussed with the husband and approved before any work was completed. We charge $315.00 to install a capacitor, $300.00 to install a hard start, $90.00 for a heating system maintenance inspection, $90.00 for a cooling system maintenance inspection and $90.00 per hour of labor performed. We also charge a $90 diagnostic fee which is waived when work is performed. The total of this invoice was $795.00, after waiving the $90.00 diagnostic fee. When discussing the pricing with the husband, Weston waived the diagnostic fee and discounted all work and materials to a total of $600.00, which the husband approved before work was started. Invoice #[redacted] (copy of invoice attached), was signed by the husband that the work was completed and the husband supplied [redacted] credit card (ending -[redacted] with confirmation number [redacted]) with the balance approved, and the husband signed the invoice. That Friday, September 2, 2016 at 6:00 pm, [redacted] called our office. 6:00pm is after office hours and our office phone rolled over to our technician on call, Eric V[redacted] stated she was upset with the amount her husband was charged. Eric told her that he was an on call technician and didn’t have access to the accounting software and couldn’t look up the information from Weston’s service call earlier that day. [redacted] stated that Weston installed a capacitor and she asked Eric how much we charge for a capacitor. Eric responded that we charge $315.00 for a capacitor and he let [redacted] know to contact our office on Tuesday, September 6, 2016, after 8:00am and that we could access the accounting software, that he didn’t have her service call information at that time. Eric took her information and gave it to Scott P[redacted], who is our Service Manager. S[redacted] contacted [redacted] Tuesday, September 6, 2016 at roughly 9:00am and explained to her the invoice for the service call. Scott explained the invoice to her and that we wouldn’t be changing the price since there was already a discount applied. The amount was approved before work was completed. [redacted] credit card payment approved when work was completed. Invoice was signed before the technician left the residence. Tell us why here...