Lancaster Fire Safety

I have included as an attachment the itemized, priced out work order that the customer signed upon completion of the work.Our previous offer to discount the invoice and to offer discounted or free service for next year is still available I believe the offer to be very generous and I hope this customer accepts it.Regarding the customer's responses in red that had not previously been addressed, the following points are offered:The question our service technician was asked when he called to schedule the appointment is whether or not the annual inspection is required It is If the question instead had been whether there are options to the onsite inspection that we had been pferforming for them for many years, he would have provided those options Onsite inspections are standard and offer many advantages, including complying with fire code requirements for replacement loaner extinguishers when any are removed for service.The service work done, including replacing batteries as needed, is the same service work done for this customer over the years As previously explained, the difference this time was that all of the customer's extinguishers were also due for required 12-year maintenance this year, and that two of them failed the internal inspection and had to be replaced The corrosion was internal and therefore exposure to elements was not a factor Although not common, internal corrosion does occur, which is one of the reasons that the internal inspection is required by Fire Code as part of the 12-year hy-test requirement.I do understand the customer's concerns regarding the labor charge to install the new extinguisher brackets That is why our discount offer exceeds all installation labor charges If we misunderstood you to say that fire inspectors replaced batteries for free (rather than perform the inspections for free), we apologize, but that does not constitute a "Lie" The fact remains that fire inspectors DO NOT perform required (by Fire Codes / OSHA, etc.) annual inspections / tests of fire extinguishers or exit/emergency light fixtures.Our service technicians are always eager to get on with their day's work by obtaining a signature on the completed work order, but never pressure the customer for a signature, and did not do so in this case Our technician waited, and when the customer looked up at him while on the phone, he handed the customer the clearly itemized, priced-out work order for her signature She took it, signed it, and the two bid each other "have a nice day".I was present during the end of our technicians phone conversation with the customer, and I assure you he was surprised when the phone disconnected He even mentioned that he didn't think she hung up on him because she was in mid-sentence when the line disconnected He did not hang up on her.I sincerely hope this is helpful and that our discount offer is reconsidered and accepted Bill E***, President

I asked our service technician (who happens also to be my son) to write a detailed report of the service work performed for this customer. His report (which is attached) is perhaps a bit more lengthy than I would have preferred, but at least he is thorough and keeps good notes.Ours is a small
business, too, so I understand the necessity of watching out for scams, but this was not a scam. The services performed were the same as the services we have performed for this customer for many years without any issues. I believe the real issue this time is that there was an unusual conversion of required service work (in the case of the extinguishers), replacement batteries (for the exit lights), and on top of that, there was an internal corrosion problem with two of the extinguishers that necessitated replacement that cost even more. (Regarding the internal corrosion in the two fire extinguishers, it was observed by one technician and then verified by a second, who happens to be a retired fire inspector). All of this added together resulted in a bill that was much higher than has been typical for this customer, and I certainly understand their concerns with that. Since 1951, a key aspect of our business has been repeat business from satisfied customers. Toward that end, and being well aware of the unexpected higher cost of this year's service, I would like to extend day terms if that would be helpful, including a 15% discount when paid within those terms. In addition, although next year's bill will obviously be much lower since all this maintenance came due in and has already been performed, I would like to offer the same terms in 2018. Or if the customer's preference is to bring the extinguishers to our office rather than having the on-site inspection, that inspection in will be performed at no charge to them whatsoever. I sincerely hope this is helpful and that *** & Associates finds it acceptable. We truly value their business.Bill E***, PresidentOhio Fire & Safety Co

I reviewed the response made by the business in reference to complaint ID [redacted], and will accept the resolution of a 15% reduction in our bill, as to lessen our damages and move on, but am still unhappy with the outcome.  Please have the business send us a new invoice.

I have included as an attachment the itemized, priced out work order that the customer signed upon completion of the work.Our previous offer to discount the invoice and to offer discounted or free service for next year is still available.  I believe the offer to be very generous and I hope this customer accepts it.Regarding the customer's responses in red that had not previously been addressed, the following points are offered:The question our service technician was asked when he called to schedule the appointment is whether or not the annual inspection is required.  It is.  If the question instead had been whether there are options to the onsite inspection that we had been pferforming for them for many years, he would have provided those options.  Onsite inspections are standard and offer many advantages, including complying with fire code requirements for replacement loaner extinguishers when any are removed for service.The service work done, including replacing batteries as needed, is the same service work done for this customer over the years.  As previously explained, the difference this time was that all of the customer's extinguishers were also due for required 12-year maintenance this year, and that two of them failed the internal inspection and had to be replaced.  The corrosion was internal and therefore exposure to elements was not a factor.  Although not common, internal corrosion does occur, which is one of the reasons that the internal inspection is required by Fire Code as part of the 12-year hy-test requirement.I do understand the customer's concerns regarding the labor charge to install the new extinguisher brackets.  That is why our discount offer exceeds all installation labor charges.  If we misunderstood you to say that fire inspectors replaced batteries for free (rather than perform the inspections for free), we apologize, but that does not constitute a "Lie".  The fact remains that fire inspectors DO NOT perform required (by Fire Codes / OSHA, etc.) annual inspections / tests of fire extinguishers or exit/emergency light fixtures.Our service technicians are always eager to get on with their day's work by obtaining a signature on the completed work order, but never pressure the customer for a signature, and did not do so in this case.  Our technician waited, and when the customer looked up at him while on the phone, he handed the customer the clearly itemized, priced-out work order for her signature.  She took it, signed it, and the two bid each other "have a nice day".I was present during the end of our technicians phone conversation with the customer, and I assure you he was surprised when the phone disconnected.  He even mentioned that he didn't think she hung up on him because she was in mid-sentence when the line disconnected.  He did not hang up on her.I sincerely hope this is helpful and that our discount offer is reconsidered and accepted.  Bill E[redacted], President

Please see my comments to their response in RED on the attached document.  I believe the amount of work that was unauthorized and/or cannot be proven was needed it closer to 50% of the bill, not 15%.  I would be happy to close this complaint if we meet in the middle with a 32.5% change in our bill.