Mr [redacted] : I am very sorry that you are unhappy with our serviceOur customers matter and we strive always to be fair and reasonableA bit of clarification: Lisa M [redacted] is the co owner of the business and the female you spoke to on both occasionsWhen I agreed to waive the one hour minimum charge that was for the return call, the second visit to your [redacted] property; not for the first visit -- the after hours emergency service callThe first visit to your [redacted] property had not yet been entered in our system when you called to complain I apologize for this confusion and I attempted to explain this to you multiple times on the phone and in writingIt is a significant expense to us to have a technician available seven days a week at all hours and for that reason we do charge a one hour minimum for after hours emergency calls -- a situation our technician made clear to you before you asked him to go to your property after hoursIn addition, the technician charged me for his time to later return to your home during regular time to change a filter on your heating systemThe technician had informed you he would not charge your for his time to return to change the filters so I offered to refund you for that time even though I paid the technician to return to your home on a different day and replace your filtersThe purchase price you put in your complaint is not accurateThe total you paid for two visits to your [redacted] property was $When I credited the labor charge for the second visit it reduced your total to $which leaves you with a credit balance of $That amount has been credited to the credit card you gave my technician when you initially asked him to dispatch on the emergency after hours callWe do our absolute best to have highly capable, honest, well trained individuals available to help with emergency situations at all hours and it is a balancing act to charge a fair price to the customer while paying these hard working individuals a living wage and to pay them overtime for emergency callsWe intend to continue doing the best we can and believe that we offer the finest emergency service available in our area Sincerely, Lisa M***
Mr [redacted] : I am very sorry that you are unhappy with our serviceOur customers matter and we strive always to be fair and reasonableA bit of clarification: Lisa M [redacted] is the co owner of the business and the female you spoke to on both occasionsWhen I agreed to waive the one hour minimum charge that was for the return call, the second visit to your [redacted] property; not for the first visit -- the after hours emergency service callThe first visit to your [redacted] property had not yet been entered in our system when you called to complain I apologize for this confusion and I attempted to explain this to you multiple times on the phone and in writingIt is a significant expense to us to have a technician available seven days a week at all hours and for that reason we do charge a one hour minimum for after hours emergency calls -- a situation our technician made clear to you before you asked him to go to your property after hoursIn addition, the technician charged me for his time to later return to your home during regular time to change a filter on your heating systemThe technician had informed you he would not charge your for his time to return to change the filters so I offered to refund you for that time even though I paid the technician to return to your home on a different day and replace your filtersThe purchase price you put in your complaint is not accurateThe total you paid for two visits to your [redacted] property was $When I credited the labor charge for the second visit it reduced your total to $which leaves you with a credit balance of $That amount has been credited to the credit card you gave my technician when you initially asked him to dispatch on the emergency after hours callWe do our absolute best to have highly capable, honest, well trained individuals available to help with emergency situations at all hours and it is a balancing act to charge a fair price to the customer while paying these hard working individuals a living wage and to pay them overtime for emergency callsWe intend to continue doing the best we can and believe that we offer the finest emergency service available in our area Sincerely, Lisa M***