Carol was a delight to deal with - very helpful, good-humoured, hard-working. But I had a rather different experience than did others dealing with Matthew. I didn't doubt his expertise re my cooktop problem- I was confident in his advice - but he charged a second appliance fee just to show me how to use the digital display on my fridge (it took a minute or two) and insisted, according to Carol, that I pay for a second service call to measure before a new stove-top could be ordered. With a 3rd call to install. I had no trouble finding a company that could assist without that additional call.
- Company Response
Thank you for your comments. Our service fee schedules and policies are quite standard across the industry and we hope our response will assist in better understanding them and addresses any concerns.
We strive to provide transparent pricing and excellent service. A service call is charged for every scheduled appointment and includes the technician's travel to your location and 10-15 minutes of diagnostic time to assess the issue and provide you with a recommended course of action. Any additional diagnostic time is charged at an hourly rate. Matthew spent 45 minutes diagnosing the issue. Additional time he did not charge for.
This diagnostic fee is charged on a per appliance basis. Because he was already on site the technician offered a discounted rate to look at the second appliance. Although re-setting the digital display may have seemed to have been a quick fix there was an underlying issue that was causing the display to lock which took more than ‘a minute or two’ to repair.
Finally, let us address the fee charged when a technician is called back to take measurements for new appliances. As is our policy, this fee is credited towards the purchase of the new appliance. We apologize if this was not fully understood at the time.
We hope this provides you with a better understanding of our service call fees.