Yale Brothers

This is in response to the complaint that our service technician came out to repair an air conditioner and damaged the new roof causing an estimated $850.00 worth of repairs.

We originally installed this unit on this client’s old roof 3 years ago.  Last spring this client had a new...

roof installed.  At that time the roofing company removed the package air conditioning unit and reinstalled it after installing roofing. After they completed the job, one of the refrigerant lines broke resulting in the loss of all of the refrigerant. We have seen this kind of break in the line when a unit is improperly lifted and the unit twists. The complainant asked us to help her get the roofer to  pay for the repairs.  Yale Brothers was not on site when the unit was moved, and we could only speculate as to what had happened.  Our normal flat rate price for this repair would have been $1151.05.  We knew at that time our client would have to deal with the roofing company and that this would be a large expense for the complainant to pay without knowing if she would be getting reimbursed.

Yale Brothers works hard to keep our clients by treating them as fairly as we possibly can.  When we installed this unit this client did not have the means to pay our standard price for this unit due to the many medical reasons and she had been without air conditioning for at least a year.  At that time we reduced our price to install the unit and even allowed the complainant to barter some services in lieu of payment.

When our technician finished the repair and called to verify our standard price for this repair, we made the decision at that time to only charge her what it cost us to do the repair.  Yale Brothers billed her $491.43.  At that time our technician never informed our office or stated that any damage was done to the roof. We have yet to receive payment on that amount.

 

We received notification that the roofer found damage to the roof and stated that it was caused by our Technician.  I personally walked the roof and saw damage done to the shingles around the unit.  Yale Brothers is on hundreds of roofs each year and have done larger and more problematic repairs.  This is the first roof we have been called to being accused of damaging the roof.  To the best of my knowledge we did not damage this roof. The damage was found after the complainant requested payment for the A/C repair.

We are also a General Contracting company and we have a lot of licensed sub- contractors that do work for us valley wide. Yale Brothers has roofing companies we work with that would do this kind of repair for $350.00 a square. The damage is less than a square of shingles. The repair cost the roofer has quoted the complainant is the same amount as our discounted repair to the complainant and the reasonable cost of repair for the damage.

Yale Brothers has informed the complainant that they would either forgive any AC repair costs to help the complainant resolve this issue with her roofer. Yale Brothers had also informed the complainant that if the no discounted cost of repair is paid in full that we will pay for the roofing repairs.

Yale Brothers would like to bring this matter to a resolve. We have even attempted to forgive all debt for a situation that was not caused by this company’s action.

I formally request that the complaint be removed from our Revdex.com record as we continue to work to resolve this issue with the complainant.  Yale Brothers believes this issue is between the Roofing contractor and the complainant.

Thank You. [redacted]

Yale Brothers PLLC

This is in response to the complaint that our service technician came out to repair an air conditioner and damaged the new roof causing an estimated $850.00 worth of repairs.

We originally installed this unit on this client’s old roof 3 years ago.  Last spring this client had a new...

roof installed.  At that time the roofing company removed the package air conditioning unit and reinstalled it after installing roofing. After they completed the job, one of the refrigerant lines broke resulting in the loss of all of the refrigerant. We have seen this kind of break in the line when a unit is improperly lifted and the unit twists. The complainant asked us to help her get the roofer to  pay for the repairs.  Yale Brothers was not on site when the unit was moved, and we could only speculate as to what had happened.  Our normal flat rate price for this repair would have been $1151.05.  We knew at that time our client would have to deal with the roofing company and that this would be a large expense for the complainant to pay without knowing if she would be getting reimbursed.

Yale Brothers works hard to keep our clients by treating them as fairly as we possibly can.  When we installed this unit this client did not have the means to pay our standard price for this unit due to the many medical reasons and she had been without air conditioning for at least a year.  At that time we reduced our price to install the unit and even allowed the complainant to barter some services in lieu of payment.

When our technician finished the repair and called to verify our standard price for this repair, we made the decision at that time to only charge her what it cost us to do the repair.  Yale Brothers billed her $491.43.  At that time our technician never informed our office or stated that any damage was done to the roof. We have yet to receive payment on that amount.

 

We received notification that the roofer found damage to the roof and stated that it was caused by our Technician.  I personally walked the roof and saw damage done to the shingles around the unit.  Yale Brothers is on hundreds of roofs each year and have done larger and more problematic repairs.  This is the first roof we have been called to being accused of damaging the roof.  To the best of my knowledge we did not damage this roof. The damage was found after the complainant requested payment for the A/C repair.

We are also a General Contracting company and we have a lot of licensed sub- contractors that do work for us valley wide. Yale Brothers has roofing companies we work with that would do this kind of repair for $350.00 a square. The damage is less than a square of shingles. The repair cost the roofer has quoted the complainant is the same amount as our discounted repair to the complainant and the reasonable cost of repair for the damage.

Yale Brothers has informed the complainant that they would either forgive any AC repair costs to help the complainant resolve this issue with her roofer. Yale Brothers had also informed the complainant that if the no discounted cost of repair is paid in full that we will pay for the roofing repairs.

Yale Brothers would like to bring this matter to a resolve. We have even attempted to forgive all debt for a situation that was not caused by this company’s action.

I formally request that the complaint be removed from our Revdex.com record as we continue to work to resolve this issue with the complainant.  Yale Brothers believes this issue is between the Roofing contractor and the complainant.

Thank You. [redacted]

Yale Brothers PLLC

We have made several attempts to provide the billing information to Ms. [redacted] but have been unable to satisfy her. She has requested that we personalize our invoice to meet her preference that the invoice information be broken down by cost per part, hourly labor rate, total hours spent,...

and warranty terms. She has repeatedly stated that this is the standard way she believes all invoices should be broken down. However, as we have explained to Ms. [redacted], our company does everything on a flat rate basis which allows us to properly quote every item before installation. This prevents surprises or changes to the end cost. This flat rate system is an accepted standard method of billing in our industry. In fact, we purchased our billing system from one of the leading vendors in our industry. We do not track total time spent on a job. Additionally, the flat rate formula used in our system automatically calculates our hourly rate into the total flat rate price along with the cost of the part. The calculation for the hourly rate is based on the technician’s hourly wage multiplied by the industry’s “book time” (the national average to perform that repair) and then it automatically adds in our company’s overhead costs. Our hourly cost is not a simple number that is given to just anyone who asks. We quoted this job with a set flat rate price and that quote was provided to her in writing. She accepted that quote for repair which was in the standard flat rate form. We have been quoting and billing this way since 2010 and have never been told by any of our clients (over 5,000 invoiced) that our invoice is inadequate. As for the $75.00 administration fee, we stated to Ms. [redacted] that if we have to pull technician logs, calculate total travel time (as different charge rate than labor rate), calculate labor time spent troubleshooting, calculate time spent ordering, calculate time spent installing, and calculate the mark up of both parts, someone would have to pay for the time my administrative personnel would spend on that task. Ms. [redacted]’s requested invoice form is not standard for any company that does flat rate pricing. Had she stated prior to accepting the quote that she needed our invoice broken down into her idea of standard billing, we would not have done the repair unless she was willing to accept our “standard billing”. However, she made no such request until well after the work was  completed and after the invoice had been paid in full. Again, we have been using this method of billing for 4 years without any issues and we have an “A” rating with the Revdex.com. We request that this complaint be removed from our Revdex.com profile as the customer’s complaint for a personalized and non-standard invoice in unreasonable.

An ethical AC business - these guys are it! They do what is needed, for a reasonable price, rather than try to sell you unneeded systems, repairs and service contracts. They are my go-to guys for our rental houses, and have been a godsend. After being ripped off by others, I have never had a problem with Yale. Somehow they always find something small that is not working and fix it for a reasonable fee.

Review: Service tech came out to repair unit and damaged NEW roof. $850 estimate to repair damages. Have contacted company for months with no resolve.Desired Settlement: Would like reimbursement in the amount of $850 for damage to the roof by Yale Brothers service technician.

Business

Response:

This is in response to the complaint that our service technician came out to repair an air conditioner and damaged the new roof causing an estimated $850.00 worth of repairs.

We originally installed this unit on this client’s old roof 3 years ago. Last spring this client had a new roof installed. At that time the roofing company removed the package air conditioning unit and reinstalled it after installing roofing. After they completed the job, one of the refrigerant lines broke resulting in the loss of all of the refrigerant. We have seen this kind of break in the line when a unit is improperly lifted and the unit twists. The complainant asked us to help her get the roofer to pay for the repairs. Yale Brothers was not on site when the unit was moved, and we could only speculate as to what had happened. Our normal flat rate price for this repair would have been $1151.05. We knew at that time our client would have to deal with the roofing company and that this would be a large expense for the complainant to pay without knowing if she would be getting reimbursed.

Yale Brothers works hard to keep our clients by treating them as fairly as we possibly can. When we installed this unit this client did not have the means to pay our standard price for this unit due to the many medical reasons and she had been without air conditioning for at least a year. At that time we reduced our price to install the unit and even allowed the complainant to barter some services in lieu of payment.

When our technician finished the repair and called to verify our standard price for this repair, we made the decision at that time to only charge her what it cost us to do the repair. Yale Brothers billed her $491.43. At that time our technician never informed our office or stated that any damage was done to the roof. We have yet to receive payment on that amount.

We received notification that the roofer found damage to the roof and stated that it was caused by our Technician. I personally walked the roof and saw damage done to the shingles around the unit. Yale Brothers is on hundreds of roofs each year and have done larger and more problematic repairs. This is the first roof we have been called to being accused of damaging the roof. To the best of my knowledge we did not damage this roof. The damage was found after the complainant requested payment for the A/C repair.

We are also a General Contracting company and we have a lot of licensed sub- contractors that do work for us valley wide. Yale Brothers has roofing companies we work with that would do this kind of repair for $350.00 a square. The damage is less than a square of shingles. The repair cost the roofer has quoted the complainant is the same amount as our discounted repair to the complainant and the reasonable cost of repair for the damage.

Yale Brothers has informed the complainant that they would either forgive any AC repair costs to help the complainant resolve this issue with her roofer. Yale Brothers had also informed the complainant that if the no discounted cost of repair is paid in full that we will pay for the roofing repairs.

Yale Brothers would like to bring this matter to a resolve. We have even attempted to forgive all debt for a situation that was not caused by this company’s action.

I formally request that the complaint be removed from our Revdex.com record as we continue to work to resolve this issue with the complainant. Yale Brothers believes this issue is between the Roofing contractor and the complainant.

Thank You. [redacted]

Yale Brothers PLLC

Review: This vendor was contacted by my property manager of my rented house for failure of A/C. After on site visit, the vendor provided a lump sum quote. After the service was performed, the receipt was still in the same lump sum style. I emailed my property manager asking for a break down list. 3 weeks after the emailed was forwarded to the vendor, the revised receipt showed only 3 items: service call charge, parts and labor. After 2 more email requests for each parts (according to the communication between the vendor and property manager, there were 2 parts being replaced) cost, labor hourly rate, total hour spent and warranty term, the vendor added warranty term only, but asking for $75 for the itemize detail. My email response to the vendor was their fee is not warranted simply because the content of my request should have been included in the receipt in the first place.Desired Settlement: Revise the receipt in itemized details as requested:

- cost of each parts being replaced

- labor hourly rate

- total hour spent

- warranty terms.

Business

Response:

We have made several attempts to provide the billing information to Ms. [redacted] but have been unable to satisfy her. She has requested that we personalize our invoice to meet her preference that the invoice information be broken down by cost per part, hourly labor rate, total hours spent, and warranty terms. She has repeatedly stated that this is the standard way she believes all invoices should be broken down. However, as we have explained to Ms. [redacted], our company does everything on a flat rate basis which allows us to properly quote every item before installation. This prevents surprises or changes to the end cost. This flat rate system is an accepted standard method of billing in our industry. In fact, we purchased our billing system from one of the leading vendors in our industry. We do not track total time spent on a job. Additionally, the flat rate formula used in our system automatically calculates our hourly rate into the total flat rate price along with the cost of the part. The calculation for the hourly rate is based on the technician’s hourly wage multiplied by the industry’s “book time” (the national average to perform that repair) and then it automatically adds in our company’s overhead costs. Our hourly cost is not a simple number that is given to just anyone who asks. We quoted this job with a set flat rate price and that quote was provided to her in writing. She accepted that quote for repair which was in the standard flat rate form. We have been quoting and billing this way since 2010 and have never been told by any of our clients (over 5,000 invoiced) that our invoice is inadequate. As for the $75.00 administration fee, we stated to Ms. [redacted] that if we have to pull technician logs, calculate total travel time (as different charge rate than labor rate), calculate labor time spent troubleshooting, calculate time spent ordering, calculate time spent installing, and calculate the mark up of both parts, someone would have to pay for the time my administrative personnel would spend on that task. Ms. [redacted]’s requested invoice form is not standard for any company that does flat rate pricing. Had she stated prior to accepting the quote that she needed our invoice broken down into her idea of standard billing, we would not have done the repair unless she was willing to accept our “standard billing”. However, she made no such request until well after the work was completed and after the invoice had been paid in full. Again, we have been using this method of billing for 4 years without any issues and we have an “A” rating with the Revdex.com. We request that this complaint be removed from our Revdex.com profile as the customer’s complaint for a personalized and non-standard invoice in unreasonable.