Petschke Heating & Cooling

Dear ***;We are in receipt of your letter dated 3/1/regarding complaint ID [redacted] .I would like to give you our position regarding this complaint.On Friday, 2/12/we received a telephone call from the (customer) complainant stating that the alarmfor her pump was going offWe did advise the customer that we could not get to her house until the weekof 2/15/due to a high volume of service calls- In the meantime two of our service technicians finishedtheir calls and had a lull before their final callWe did call the customer back and let her know that wecould fit her in on that dayThe customer was at work, giving us her cell phone number, and also advisingthat a relative would be at the house until 12:at which time he was leaving for workThe customer didstate that she would keep her cell phone on to receive any calls from either our office or our servicetechnicianOur service technicians went to the customer's house and called when they were on the way.During their conversation she advised them that another Petschke employee had quoted her approximately$and our service technician said that was correct, however, the price was not "set in stone" as theyreally would not know what was going on until they assessed the problem,The Petschke employee that originally quoted approximately $did so when he "ran into" thecustomer and the customer asked him what it means when the alarm goes off on the pumpHe said it"sounded" like the pump had stopped working; however, he did state that if there were other factorsinvolved it would not be a standard change outHe never gave a firm quote to the customer.Meanwhile our service technicians found the alarm was going off for the septic pump (not sump pump) andthey tried calling the customer twice while on sight, with no answer or callbackThey proceeded to takeout the septic pump and replace with a new pumpThey did this so the customer would not have furtherproblems with sewage backing into the house since the existing pump was not working (not able to pumpany waste to the septic tank).We billed the customer for two service technicians, four hours each for a total of $ labor and thepump was charged out at $ The invoice total was $ 62531.The customer did call an Friday 2/26/questioning the billOur office manager informed her that the$was for the labor charges (with no mention from either the customer or office manager that thiswas coded as an emergency call)The customer then asked if she could pay $on her credit card.The office manager told her that was fine and that a statement would be sent stating the balance owed.There was never any mention of an issue with the bill once the charges were explained — with no requestfor any assistance by the customer, either with setting up a payment plan or perhaps revising the laborcharges.We pride ourselves in working with our customers and we presently have a number of customers that aremaking payments on their account on a monthly basis.We appreciate the opportunity to reply to this complaint, and should any further information be required,please contact our office at your convenience.Sincerely,Richard J.PetschkePresident/Owner

Dear [redacted];We are in receipt of your letter dated 3/1/2016 regarding complaint ID [redacted].I would like to give you our position regarding this complaint.On Friday, 2/12/2016 we received a telephone call from the (customer) complainant stating that the alarmfor her pump was going off. We did advise...

the customer that we could not get to her house until the weekof 2/15/2016 due to a high volume of service calls- In the meantime two of our service technicians finishedtheir calls and had a lull before their final call. We did call the customer back and let her know that wecould fit her in on that day. The customer was at work, giving us her cell phone number, and also advisingthat a relative would be at the house until 12:30 at which time he was leaving for work. The customer didstate that she would keep her cell phone on to receive any calls from either our office or our servicetechnician. Our service technicians went to the customer's house and called when they were on the way.During their conversation she advised them that another Petschke employee had quoted her approximately$400.00 and our service technician said that was correct, however, the price was not "set in stone" as theyreally would not know what was going on until they assessed the problem,The Petschke employee that originally quoted approximately $400.00 did so when he "ran into" thecustomer and the customer asked him what it means when the alarm goes off on the pump. He said it"sounded" like the pump had stopped working; however, he did state that if there were other factorsinvolved it would not be a standard change out. He never gave a firm quote to the customer.Meanwhile our service technicians found the alarm was going off for the septic pump (not sump pump) andthey tried calling the customer twice while on sight, with no answer or callback. They proceeded to takeout the septic pump and replace with a new pump. They did this so the customer would not have furtherproblems with sewage backing into the house since the existing pump was not working (not able to pumpany waste to the septic tank).We billed the customer for two service technicians, four hours each for a total of $ 300.00 labor and thepump was charged out at $ 275.31. The invoice total was $ 62531.The customer did call an Friday 2/26/2016 questioning the bill. Our office manager informed her that the$300.00 was for the labor charges (with no mention from either the customer or office manager that thiswas coded as an emergency call). The customer then asked if she could pay $400.00 on her credit card.The office manager told her that was fine and that a statement would be sent stating the balance owed.There was never any mention of an issue with the bill once the charges were explained — with no requestfor any assistance by the customer, either with setting up a payment plan or perhaps revising the laborcharges.We pride ourselves in working with our customers and we presently have a number of customers that aremaking payments on their account on a monthly basis.We appreciate the opportunity to reply to this complaint, and should any further information be required,please contact our office at your convenience.Sincerely,Richard J.PetschkePresident/Owner