Standby Systems,Inc.

Standby Systems, IncIs a generator service company providing preventative maintenance and 24/
emergency service for over years Our customer base is 85% commercial and 15% residential.On 2/at approximately 5:pm a request for service was received indicating their generator did not exercise and had a fault light displayed At this time the customer was quoted a labor rate of $per hour portal to portal (from the time the service technician leaves our shop in ***, ** until he returns to our shop plus $per travel mile.)On 2/our *** *** called customer and scheduled serviceWe asked for credit card information at that time, which was provided The *** was dispatched, invoice was calculated and charged to customer's credit card and copy of invoice forwarded to customer total for invoice was $426.21.The customer followed up with a telephone call and indicated the convenience fee for credit card in the amount of $was not authorized, at which time credit was given on credit card and posted to bank on 3/7.On 3/the bank posted a chargeback of $for customer complaint to credit card company At this point, the customer has paid $for their generator service.Invoice recap - total parts 16.82 Labor ( including travel time and on site time) 9:to 11:45 Environmental Fee 6.39 Mileage (miles round trip) TOTAL $ Plus credit card fee $4.26Information from the credit card company refers to a disputed amount of $(not certain what this amount represents).One additional comment There was reference to referring to the customer as "stupid" This is incorrect During one of several phone conversations complaining about their invoice and our office procedures, the comment was made that the situation was stupid and time consuming for all.The above is submitted for your review and comment I will be out of the office and return on 3/*** * ***
***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Standby Systems in their reply never addressed the fact that their diagnostic evaluation was drastically different than multiple competitors. They never explained their reasoning to be able to charge almost double the allowable government rate for gas mileage. I also do not feel that their recollection of given customer service and the derogatory remarks that ensued is accurate.
The reply by Standby Systems is nothing more than a reliance on having been in business for 25 years. There is no explanation for their poor customer service, unprofessionalism and inability to maintain generator systems as their competitors have done.
Regards,
[redacted]

Review: Multiple: 1. Charged credit card without prior authorization, and included a previously unknown credit card charging fee. 2. Charged labor fees for time not covered by actual labor. Included driving time under the labor fee rates despite the invoice left by worker indicating the exact time of arrival and departure from residence. 3. Charged almost double the accepted government rate for gas mileage. 4. Staff ([redacted]) AND owner were rude and condescending on multiple phone calls, including calling my wife "stupid" for not understanding the usual verbiage of this industry. 5. Did not complete any repairs. Only stated that the unit in question was old and not repairable, so we should buy a completely new system. However, the old system has since been repaired by another company with 1 minimal visit. A repair that a 3rd company agreed was simple and available to perform on the current system.Desired Settlement: Revdex.com to correct the business practice and customer services of this company.

Business

Response:

Standby Systems, Inc. Is a generator service company providing preventative maintenance and 24/7 emergency service for over 25 years. Our customer base is 85% commercial and 15% residential.

On 2/12 at approximately 5:00 pm a request for service was received indicating their generator did not exercise and had a fault light displayed. At this time the customer was quoted a labor rate of $130.00 per hour portal to portal (from the time the service technician leaves our shop in [redacted], ** until he returns to our shop plus $1.30 per travel mile.)

On 2/13 our [redacted] called customer and scheduled service. We asked for credit card information at that time, which was provided. The [redacted] was dispatched, invoice was calculated and charged to customer's credit card and copy of invoice forwarded to customer. total for invoice was $426.21.

The customer followed up with a telephone call and indicated the convenience fee for credit card in the amount of $4.26 was not authorized, at which time credit was given on credit card and posted to bank on 3/7.

On 3/10 the bank posted a chargeback of $400.00 for customer complaint to credit card company. At this point, the customer has paid $26.21 for their generator service.

Invoice recap - total parts 16.82
Labor 325.00 ( including travel time and on site time) 9:15 to 11:45
Environmental
Fee. 6.39
Mileage. 78.00. (60 miles round trip)

TOTAL. $426.21. Plus credit card fee $4.26

Information from the credit card company refers to a disputed amount of $146.16 (not certain what this amount represents).

One additional comment. There was reference to referring to the customer as "stupid". This is incorrect. During one of several phone conversations complaining about their invoice and our office procedures, the comment was made that the situation was stupid and time consuming for all.

The above is submitted for your review and comment. I will be out of the office and return on 3/25.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Standby Systems in their reply never addressed the fact that their diagnostic evaluation was drastically different than multiple competitors. They never explained their reasoning to be able to charge almost double the allowable government rate for gas mileage. I also do not feel that their recollection of given customer service and the derogatory remarks that ensued is accurate.
The reply by Standby Systems is nothing more than a reliance on having been in business for 25 years. There is no explanation for their poor customer service, unprofessionalism and inability to maintain generator systems as their competitors have done.

Regards,