Halco

We responded immediately to the customer, and worked with the her to ensure that her concerns were addressed. We currently have one of our employees at her residence installing a new dry wall ceiling, and will be following up with her after this work is complete to make sure that everything is
to Halco standards as well as to her satisfaction.Please let us know if you have any questions.Best regards,Hal S***

We had a severe sewer back up which left us without a way to use our sewerSewage is backing up in our kitchenWe were in troubleI called Halco in the evening and they said they were too busy but could come the next day between AM and PMI said okBut when the next day arrived and they had not arrived by PM I called them to see when they were comingThe woman who answered the phone said they were too busy to comeI asked why she did not call us and tell us they were not coming and she said she was too busy to call usI stayed home for the period of time that they said they would comeThese people could not even call if they could not make the appointmentThey are irresponsible ***

In response to Mrs***'s response she indicates she was not made aware of the leaks coming from the gate valve or the issues with the ground wire for the water heater Please see attached invoice # in which our technician clearly documents the gate valve leaking and replacing the valve as well as the ground wire being loose and the repairs he made to it Also, indicative on this invoice is the discounted price Mrs*** could have received on the work had she chose to sign up on one of our maintenance agreements We have also attached two prior invoices for work we performed for Mrs*** prior in which she acknowledges and declines our maintenance agreementWe certainly value Mrs***'s feedback and appreciate her hiring us, however, the work performed was done at an agreed price between both Halco and the customer before the work was started. Upon completion of the work is when Mrs, ***'s complaint of the price arose At that time we provided her a discount on the work, which is clearly documented on invoice # in the name of good customer serviceTo clarify our statement on the work taking hours Our work is quoted at a flat rate and our customers are always made aware of the price up front and before we proceed with any work we receive approval from our customers Meaning if we quote a job at a flat rate which we intend to complete in hours, but it takes hours, nothing additional is charged to the customer Where as contractors charging an hourly rate would go back and charge a customer more if a job takes longer than expected.
We feel strongly we have provided Mrs*** a premium service for a fair and pre-agreed price We also provided Mrs*** a discount after the work was completed due to her complaints on the price in order to maintain a good working relationship with herIn our 30+ years of being in business we always strive to provide our customers a premium customer service experience for a fair price We feel the visit in question fits into that category. Thank you for your time

To whom it may concern,
The customer could have received the rebate in the mail had they not chosen to do the financing option as well. The customer can't take advantage of both the financing and be paid the rebate money that they never paid in the first place. We strive for 100% satisfaction. We are sorry that this customer is not happy. We feel the customer has been treated very fairly and we have went to great lengths to provide every reasonably explanation of the situation.
Thank you,
Hal Smith
President
[email protected]

I am in receipt of this complaint and have not yet been able to connect with this customer to discuss the issue she is having with her work. We have tried calling, leaving a voicemail, and even email, but have not yet spoken with this customer. The complaint does not outline the specifics as to why...

she is unsatisfied with the work performed or why she believes that service was rendered incompletely. The job was completed last May, and we would like to understand what issues have arisen since then. The purchase price does not reflect what we have in the system and the salesperson listed is not an actual salesman, but our appointment center manager. We really would like to have the chance to address the customers concerns, but need to speak with her to do so.

Dear [redacted] & [redacted], I am in receipt of your letter dated 5/24/16. I am also in receipt of a notification from the Revdex.com. All correspondence therefore on will need to go through them. This job did not go perfectly; we did have the original sales person leave. For that, I am...

sincerely sorry and I apologize, we have taken the following steps to make this right with you: We provided you with a new 200 amp electric service at no charge. The value of this work/unit is $3450. We waived your second payment of $489.  Shawn P. was in contact yesterday 6/1/16, and we have an appointment to do your lawn restoration on Monday June 6, 2016. Again, I truly apologize for our shortcomings; we take this very seriously and work hard everyday to improve our business, and customer service. This letter is very serious and I would like you to know that we will be reviewing it with everyone involved. It is our hope that once we get your lawn restoration completed along with the financial concessions that have been made of $3939 you will consider the job done, and that we have made things right with you.  I have included all documentation with this letter. Hal Smith CEO Owner Halco Energy

I spoke with [redacted] on the phone and she stated that she is rejecting the business response due to the fact that :
The business told us that we were going to get the rebate through the mail, to us, personally, not deducted off the contract amount. I will not recommend anyone else to use Halco.
Regards,
[redacted] And [redacted]

We sent [redacted] a Certified letter 11/23/15. The following is the letter we sent to her.
11-23-15
[redacted], NY [redacted],
Summary of Events:
On 11-20-15 our tech Ron B. was at your home to tune and clean your oven and gas
furnace as part of your...

NYS Empower approved work. Both your oven and furnace were
producing high levels of carbon monoxide ( the reason for the above service). Ron reports that
he found separation in the crimped areas of the heat exchanger. This occurs after years of
expansion and contraction during furnace use. There is no repair to this issue, you can only
replace the heat exchanger or replace the furnace. Ron B left electric space heaters in your home
so that you did not go without heat.
That same afternoon, Brittany M from Halco contacted you providing options to get your furnace
repaired / replaced. She instructed you to contract your utility provider and your local DSS to
inquire about the HERR program that is designed to provide assistance when needed.
DSS of [redacted] NY
[redacted] NY [redacted] ###-###-####
[redacted] Gas and Electric [redacted] NY [redacted] ###-###-####
As per our phone conversation earlier today, Halco will return to reassemble the furnace and
perform a test out that will require your signature complete all paperwork to close out the NYS
Empower program contacted work. Halco will leave the gas and power turned off when
completed. We currently have this scheduled for Monday Nov. 30th at 1 pm.
Please let me know if this is not acceptable.
Thank you,
Todd M.
Vice President/Operations Manager
Halco Energy
###-###-####
[redacted] Road [redacted], NY [redacted] Ph: ###-###-#### Fx: ###-###-####
www.[redacted].com
On December 3rd we had 2 representatives from Halco go to [redacted]'s house. This is what inspired from there:
Ron B. and I went to [redacted]'s home and Ron put the furnace back together. I tested the unit and did a test out at the home.
After my testing Ron and I shut the furnace power and gas off. We also told the customer about the dangers of running the furnace and I gave her some options for getting the furnace replaced such as through HEAP and or using the AHP program. We left the furnace down but left portable heaters so they would have heat.
Again, we left instructions on how to get help with the furnace, and the dangers of running it.
Ron D.

Halco Energy Performed Mechanical and Insulation improvements to [redacted]'s home on 11-8-13 through the NYS Empower program.  Contracted to Install a new water heater, CFL lights, Low flow shower head, Digital programmable thermostat,  Spray foam rim joists, CO / Smoke Detector,...

 Air seal,  insulate and fabricate basement door, Air sealing.   Ms. [redacted] had an existing washer and dryer installed in an unconditioned area prior to our work being done.  It is suspected when Halco Energy tightened up and insulated the basement,  heat no longer escaped the basement to keep this porch area above the freezing point.  As a courtesy and in the spirit of keeping happy customer- even thought we do not feeling it is our responsibility.  Halco Energy will be returning to build and insulated a wall to bring this area into conditioned space.  This work is to be done during the week of December 14th 2015.

On July, 25th 2014 we responded to a service call at [redacted] for an issue with a water heater.  Mrs. [redacted] stated she was having to go down to the water heater and flip a switch in order to have the tank produce hot water.  Upon arrival to the property, we found and noted several issues...

with the water heater.  The water heater was physically running, however the venting was not connected properly and had a gap allowing access for outside air.  We also found 2 leaks, one coming from the connection to the water heater and the other coming from the gate valve shutoff above that connection.  We also found loose ground wire going to the case.  At that time, our technician provided Mrs. [redacted] a flat rate price of $689 + tax to make the necessary repairs to not only allow the water heater to function properly, but also bring everything up to code.  Mrs. [redacted] was then presented maintenance agreement(s) which would have provided her an additional 15% discount on the work needing to be performed.  Mrs. [redacted] declined the maintenance agreement(s), as she has in the past when we've provided her service and gave us verbal approval to proceed with the work.  Mrs. [redacted] was also presented with the option of coming back another day to perform the repairs at a different rate, allowing us to come prepared with the necessary parts and avoid running to one of our local distributors to pick up the parts on an emergency basis.  Mrs. [redacted] chose to have the repairs done same day.
Our technician then traveled to pick up the parts necessary, returned and performed the work we were given verbal approval to proceed with at an agreed upon price.  At that time, Mrs. [redacted] declared to our technician she didn't feel the price was fair and asked he call the office.  Our technician spoke with the service manager in the office about the issue, and in the name of excellent customer service which we always strive to provide, our service manager chose to offer a $100 discount on the bill.  Mrs. [redacted] hesitantly accepted the discount and provided payment on the invoice.  Our technician arrived at Mrs. [redacted]'s home at 8:28 and left her home at 11:53am.  Our breakdown of charges is as follows:
 $89 Dispatch Fee - Quoted upon calling in for service call which includes the first 30 minutes on site.
$149.25 - Total for parts used needed to make the necessary repairs.
$375 - 3 hours labor @ $125 per hour.
$75 - Fee to obtain parts on an emergency basis and provide necessary repairs same day.
Total - $689 + tax which was quoted to Mrs. [redacted] before performing any of the work at which time she provided us verbal approval to proceed.  Even with the verbal approval to proceed and Mrs. [redacted] agreeing on the price, we still provided her a $100 discount on the bill due to her unhappiness with the approved price. The work was quoted at a guaranteed flat rate price, meaning if the job took us 6 hours to complete, we wouldn't have charged Mrs. [redacted] anything additional.  We have a strong belief in providing our customer's a quality service for a quality price with no surprises when it comes to pay the bill.  All of our customers are quoted prior to performing any work to avoid any confusion or surprises upon completion of the work.  In our 30 years of business, we feel this is fair to both Halco and more importantly our customers.  In our industry when you're working with aged plumbing many times you may have items deteriorate, leak or provide any other obstacles aged plumbing tends to do.  Instead of having to go back to our customers telling them a specific job is going to cost more because of this, we provide our customers a fair flat rate price up front and absorb the cost of any potential problems or issues that may present itself along the way.  This policy has helped us keep our customer base happy over the last 30 years. We feel we provided Mrs. [redacted] a quality service for a fair price and went above and beyond in offering her a discount on work she had prior approved.  This isn't the first time Mrs. [redacted] has had complaints about our pricing structure, but she has continued to use us for a variety of service work over the years.  Each and every time we've provided Mrs. [redacted] service we offer her our maintenance agreements which provide not only discounts on service work and routine maintenance but provide our customers the peace of mind in knowing they'll always be provided same day service no matter what time of day it is.  Mrs. [redacted] has declined these services each and every time we've offered them.
We pride ourselves in taking care of our customers and always going above and beyond which has helped us stay in business for the last 30+ years.  We feel we provided that exact service to Mrs. [redacted] on July 25th.
 
Thank you for your time.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
We are advising you that Halco Energy did call on June 1, 2016 and made appointment #2 for Monday, June 6, 2016 at 9a.m. for the lawn restoration of our solar installation. We are glad to say they did show at 9:45 and completed the project at 2:30 p.m. on that date. We are very happy this installation has come to an end with Halco Energy. I've taken the liberty of enclosing a timeline of the process we went through with them from beginning to end. We want to thank you for helping us complete our solar installation. As you can see from the timeline I've enclosed, they are poor at following up on appointments and servicing their customers We're very glad the work has been finally completed and our lawn looks good. Sincerely, [redacted] and [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There are many errors in Halco's accounts of what happened that day. Halco wrote, "We
also found 2 leaks, one coming from the connection to the water heater
and the other coming from the gate valve shutoff above that connection.
 We also found loose ground wire going to the case." None of these were mentioned to me either during the estimate or after the job was done. Halco worte, "but
also bring everything up to code.  Mrs. [redacted] was then presented
maintenance agreement(s) which would have provided her an additional 15%
discount on the work needing to be performed." This is also new information for me.  Halco worte, "The
work was quoted at a guaranteed flat rate price, meaning if the job
took us 6 hours to complete, we wouldn't have charged Mrs. [redacted] anything
additional. " This is a new information to me too. I was never told that the price is for 6 hrs of work. Even though I am not professional plumber, I know that the job would not have taken anywhere close to 6 hrs of work. If I had been informed of why the hefty $700 charge, I would have rejected the service upfront.  Halco worte, "when
you're working with aged plumbing many times you may have items
deteriorate, leak or provide any other obstacles aged plumbing tends to
do.
when
you're working with aged plumbing many times you may have items
deteriorate, leak or provide any other obstacles aged plumbing tends to
do."  The whole house is only 10 years old, and the part that the technician
worked on is only two years old. Where comes the old, aged pipe issue
that Halco mentioned in their response? Halco wrote, "This
isn't the first time Mrs. [redacted] has had complaints about our pricing
structure, but she has continued to use us for a variety of service work
over the years." Are you kidding me? Are you talking about me? When had I filed a complaint against Halco before?  I was not happy with the price after the job was done because  when I called Halco's office, I have always been told that the dispatch fee will cover the first 30mins, and then the job will be billed by hours. The estimate should not have taken an whole half hour because all the pipes are exposed. No additional tools are needed to do any additional tests. However, the technician insisted that the job is tricky and he used up a full half hour to decide what needed to be done. He said that the job was really complicated and could take him several hours to get it done, and spent most of his time persuading me changing the whole water tank, which was merely two years old.  When the technician left for picking up the parts, he said that the time getting the parts will not be included. Hence when the technician came back and finished the job in one hour, I was totally shocked because he said that it would take him a long time cleaning up the pipe and get the pipe in the right position. I felt ripped off and asked for a breakdown, but was never given a breakdown of the prices, not mentioning the fee of $75 to get the part to get the job done on the same day. My hot water problem was never an emergency. Also, the job was done way earlier than when the technician reported. I was working upstairs the whole time. When I found a break in my work and went downstairs, the job was completed already and the technician was sitting in the car. So his departure time was not an accurate estimate of when the job was completed. Halco's response letter contains many statements that deviate from what actually happened during the service call, which unfortunately makes the credibility of Halco in greater doubt. I think a third party evaluation of the scope of the job is essential to re-establish Halco's reputation. Regards,  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Daniel [redacted]

My complaints are numerous and lengthy that is why I haven't written a formal complaint yet. The job was so stressful I could not write the complaint. However I am getting more work done and had to explain things to the new contractors doing the next stage of repairs and remodel. I was advised by both companies they had to repair gas leaks and other stuff. Therefore I am obligated to report this. Halco did a horrible job meaning they do not deserve one star. Everything they did needed to be fixed again and again. The gas leaks being the biggest thing. They are so lucky I had the electric that was raw replaced before the gas leak happened. Furnace wouldn't work because they did not replace the duct work. We just had them cleaned instead. We were never advised it would need bigger ducts for the furnace to work properly. Before they figured out the problem was actually the duct work was preventing the correct air flow, we had 3 new thermostats. It doesn't take a rocket scientist to know after the second thermostat it wasn't just bad luck! They failed to take out a piece of carboard to allow the water to flow, they had to redo the dryer vent because it was not done correctly so it fell off behind the dryer as well in the basement, 2 gas leaks found at separate times, hit water heater causing water to be hotter than the heater was set at, 2 rude employees who both walked out because they refuse to take blame that halo doesn't know what they are doing. We also had an electrical problem where the power went out. Mind you we knew we need to get all the electric replaced which we were in the process of doing. We were getting this grant first. I was told by an employee they accidentally sliced it. I said we'll just make sure you take it so I can have my electrician fix it. They never did that. The next day we lost power and a family member had to come check it out. Apparently there was a staple or something in it. I had to argue and threaten them every step of the way. The hot water heater is too big for this home with only 1 person living here. So they had to install some type of controller on it so that the water would not burn people. 4 day job turned it to 4 days spread out over 4-5 months. So many returned visits to fix what they replaced. Lack of communication in this company. Supposedly they have been in business for over 30 years and they are a training center! The grant through the state is great for elderly people but the whole experience was horrible. I would never recommend it to any one. They say all my problems are just a fluke. I wonder how many people have leaking gas in their homes? The only reason why I went with Halco is because my step brother recommended it as his son worked for the company. He did a great job on the blown in installation. However he failed to removed the electric before he did the installation. I told them we were having in electric done. That info was lost or not noted. I had to have them take it all out and fill it back in. I would say I had at least things that fixed that should have been correctly the first time. 3 "inspector to get the papers signed so they could get paid". I refused everyone because the stuff was not done correctly. One inspecter walked out because he didn't want to hear the truth. The first one couldn't complete the inspection because the work wasn't even finished yet. The third one I would not let him leave until he fixed the gas leak they caused while installing the furnace and hot water heater. Thank GOD I didn't let them do the electric work they needed done. My nephew also broke an item and failed to tell me about it. They said they were hoping it was already broken. The basement windows they installed were not caulked properly. The caulk they used melted down. It looks like a. Andre after it has been burning for hours. Needless to say I did not call them to fix it. It is in my new contractors list. I am regretting this choice and I would never ever recommend this company to anyone.

I will say they did correct the problems. However if they did the job correct the first time they wouldn't need to correct. They say they will come out 50 times to fix things. Who the hell wants to be inconvenienced 50 times or even one time. Seriously, I wanted the job done and see next year for the maintenance. I am sure there is more I am forgetting. This is more than enough. I refer Halco as Hellco. I handed out 5 or more business cards in the beginning before they did the work. I truly was impressed by the program and the sales person who we considered family because he married into my family. I understand the grant process takes a really long time. All that can be forgiven but the electrical and the gas issues cannot. I have heard this from to many people. Since I experienced it myself I cannot deny it is a HUGE problem. They do not use the gas meters for leaks. They use the good old bubble test. The gas leak was in a knuckle and could not be seen. When the inspector came to close the job out he did have a meter. It buzzed but he said it wasn't anything to worry about.

That was not going to happen. He did not have the tool he said he would have someone come fix it. I said no, it is going to get fixed now and you can use the my tools. 1.5 hours later we finally resolved the problem.

We did get a steep discount for our troubles. However that does not give me peace in my own home or now for work they have done in the past or in the future.

They seriously need to be investigated.

I am in reciept of the complaint. I would like to point out that we took the call on Saturday evening and responded on Sunday morning. The tech found a dirty pilat assembly causing a low pilat flame. He cleaned the pilat asembly and thought all was well. When he returned the next day and determined...

the the the thermally fused thermocouple needed to be replaced he gave the customer a choise to replace the part or to replace the waterheater. This is not a simple standard thermocouple. The reason he gave the customer the option of replacing the waterheater as another option was that it is a gravity vented waterheater orphoned in an unlined brick chimney. The much safer better choise is to have a powervented water heater not using the old unlined brick chimney. The draft on these unlined chimneys fails all the time and then the products of combustion spill into the home.It is pretty fishy that the customer did not call their regular plumber in the first place on the weekend and secondly they make this repair for free. Something smells !!We are not in the business to rip anybody off. We have 180 employees with a very good reputation. Anyone can check our thousands of references by zipcode on our web site.With that said I will credit back the credit card the entire charge today.                                     ...⇄ [redacted]

RE: [redacted]
To whom it may concern,
            On October 18th, 2013, I spoke with [redacted] in great detail about this situation.  I explained that the rebate came off the amount of the...

loan and the loan documents are generated for the remainder of the job total per NYSERDA.  This resulted in [redacted] having to pay back a smaller amount and also make smaller loan payments.  NYSERDA will not finance the rebate and we have no choice in this matter.  Therefore the amount of the GJGNY loan and the HEMI rebate paid the job in full.  Below is a breakdown of her job that has been paid in full.  Bottom line they did not pay any money out of pocket.  [redacted] explained to me that she wanted to loan the full amount of the job so she could use the $1646.50 for other things.  NYSERDA provides these rebates and low interest loans but they will not loan you more than the net amount of the job.  If the customer did not take advantage of the low interest loan, they could have paid for the job in full and then received the 10% rebate.
Total Job:        $16,465.00
Total Loan:       $14,818.50
HEMI Rebate: $1,646.50
                         $0.00
Please do not hesitate to contact me with any questions.
Thank you,
Hal Smith
President

the way I see it they come into your home and give you a big line of crap. they tell you they will get back to you in a FEW days on what they are going to submit or what your approved for . a month later and nothing. so I called and they said they would mail the information. its been weeks. must be they ran out of stamps, still nothing at 6 weeks plus after being at my home.
I wouldnt want them starting work in my home and not be back for a month or two or whenever. iv been in the construction industry my whole life and when a contractor dont follow up as they say it says a lot as to the work to be expected.
glad they didnt come to change a window or something and just neglect to bother to come back and follow thru with job.

On July, 25th 2014 we responded to a service call at [redacted] for an issue with a water heater.  Mrs. [redacted] stated she was having to go down to the water heater and flip a switch in order to have the tank produce hot water.  Upon arrival to the property, we found and noted several issues...

with the water heater.  The water heater was physically running, however the venting was not connected properly and had a gap allowing access for outside air.  We also found 2 leaks, one coming from the connection to the water heater and the other coming from the gate valve shutoff above that connection.  We also found loose ground wire going to the case.  At that time, our technician provided Mrs. [redacted] a flat rate price of $689 + tax to make the necessary repairs to not only allow the water heater to function properly, but also bring everything up to code.  Mrs. [redacted] was then presented maintenance agreement(s) which would have provided her an additional 15% discount on the work needing to be performed.  Mrs. [redacted] declined the maintenance agreement(s), as she has in the past when we've provided her service and gave us verbal approval to proceed with the work.  Mrs. [redacted] was also presented with the option of coming back another day to perform the repairs at a different rate, allowing us to come prepared with the necessary parts and avoid running to one of our local distributors to pick up the parts on an emergency basis.  Mrs. [redacted] chose to have the repairs done same day. Our technician then traveled to pick up the parts necessary, returned and performed the work we were given verbal approval to proceed with at an agreed upon price.  At that time, Mrs. [redacted] declared to our technician she didn't feel the price was fair and asked he call the office.  Our technician spoke with the service manager in the office about the issue, and in the name of excellent customer service which we always strive to provide, our service manager chose to offer a $100 discount on the bill.  Mrs. [redacted] hesitantly accepted the discount and provided payment on the invoice.  Our technician arrived at Mrs. [redacted]'s home at 8:28 and left her home at 11:53am.  Our breakdown of charges is as follows:
 $89 Dispatch Fee - Quoted upon calling in for service call which includes the first 30 minutes on site.
$149.25 - Total for parts used needed to make the necessary repairs.
$375 - 3 hours labor @ $125 per hour.
$75 - Fee to obtain parts on an emergency basis and provide necessary repairs same day.
Total - $689 + tax which was quoted to Mrs. [redacted] before performing any of the work at which time she provided us verbal approval to proceed.  Even with the verbal approval to proceed and Mrs. [redacted] agreeing on the price, we still provided her a $100 discount on the bill due to her unhappiness with the approved price. The work was quoted at a guaranteed flat rate price, meaning if the job took us 6 hours to complete, we wouldn't have charged Mrs. [redacted] anything additional.  We have a strong belief in providing our customer's a quality service for a quality price with no surprises when it comes to pay the bill.  All of our customers are quoted prior to performing any work to avoid any confusion or surprises upon completion of the work.  In our 30 years of business, we feel this is fair to both Halco and more importantly our customers.  In our industry when you're working with aged plumbing many times you may have items deteriorate, leak or provide any other obstacles aged plumbing tends to do.  Instead of having to go back to our customers telling them a specific job is going to cost more because of this, we provide our customers a fair flat rate price up front and absorb the cost of any potential problems or issues that may present itself along the way.  This policy has helped us keep our customer base happy over the last 30 years. We feel we provided Mrs. [redacted] a quality service for a fair price and went above and beyond in offering her a discount on work she had prior approved.  This isn't the first time Mrs. [redacted] has had complaints about our pricing structure, but she has continued to use us for a variety of service work over the years.  Each and every time we've provided Mrs. [redacted] service we offer her our maintenance agreements which provide not only discounts on service work and routine maintenance but provide our customers the peace of mind in knowing they'll always be provided same day service no matter what time of day it is.  Mrs. [redacted] has declined these services each and every time we've offered them.
We pride ourselves in taking care of our customers and always going above and beyond which has helped us stay in business for the last 30+ years.  We feel we provided that exact service to Mrs. [redacted] on July 25th.
 
Thank you for your time.

In response to Mrs. [redacted]'s response she indicates she was not made aware of the leaks coming from the gate valve or the issues with the ground wire for the water heater.  Please see attached invoice # 276489 in which our technician clearly documents the gate valve leaking and replacing the valve as well as the ground wire being loose and the repairs he made to it.  Also, indicative on this invoice is the discounted price Mrs. [redacted] could have received on the work had she chose to sign up on one of our maintenance agreements.  We have also attached two prior invoices for work we performed for Mrs. [redacted] prior in which she acknowledges and declines our maintenance agreement. We certainly value Mrs. [redacted]'s feedback and appreciate her hiring us, however, the work performed was done at an agreed price between both Halco and the customer before the work was started.  Upon completion of the work is when Mrs, [redacted]'s complaint of the price arose.  At that time we provided her a discount on the work, which is clearly documented on invoice # 276489 in the name of good customer service. To clarify our statement on the work taking 6 hours.  Our work is quoted at a flat rate and our customers are always made aware of the price up front and before we proceed with any work we receive approval from our customers.  Meaning if we quote a job at a flat rate which we intend to complete in 3 hours, but it takes 6 hours, nothing additional is charged to the customer.  Where as contractors charging an hourly rate would go back and charge a customer more if a job takes longer than expected. 
We feel strongly we have provided Mrs. [redacted] a premium service for a fair and pre-agreed price.  We also provided Mrs. [redacted] a discount after the work was completed due to her complaints on the price in order to maintain a good working relationship with her. In our 30+ years of being in business we always strive to provide our customers a premium customer service experience for a fair price.  We feel the visit in question fits into that category.  Thank you for your time.