They were deliberately misleading during the initial phone call. I was quoted $90 service call fee plus parts. If I opted out of the service once their technician arrived, I'd still have to pay the $90. Makes sense so far, I didn't even mind paying their 60% markup on parts, fair's fair. So how did I pay $366 for a 20 minute service? Because they purposely conceal the $220 flat fee for labor until you are already on the hook for the $90 service fee.
- Company Response
Hi Troy, it is very unfortunate to hear that our service caused such a negative impression on you. I took a freedom to listen to the recording of the initial phone call, when the appointment has been booked for you. It was on 11/27/2020 at 10:20 AM. You called to our company asking for a service for your gas appliance. Our customer service representative advised you that “the way our service works, the service call is $99, the technician will come to diagnose your appliance and will give you an estimate for labour and parts (if needed). If you decide to proceed with the repair, you will be paying for the actual repair, and we will not charge the service call fee. In case you decide not to proceed with the repair, the service call fee will be applied. So, you either pay for the service call or for the repair.”
You also have asked if our technician can do the job with the parts provided by you, and you were clearly advised that we work only with certified and sealed parts from. You agreed to this terms and booked the appointment with the customer service representative
As you can see, there was no such a charge as $90, and it was clearly stated that the cost of the repair will consist of the price for parts (which in your case was $104.12) and the price for labour (in your case it was $220.00).
You were not charged for the service call at all, as you can see. Our technician was able to fix the appliance on the spot, and advised you so right after the diagnostics. You approved the estimate and our technician completed the repair for you, with the final and only total charge of $324.12 +tax. There was also 0% markup on your parts, you got the price from our supplier without any increase, only the tax was applied.
Regarding the fact that our technician completed the labour faster than you were expecting: we do not charge the labour per hour, we charge per issue. Our technicians are highly professional and the quality of their job does not depend on the time spent for the issue resolving.
We hope that this explanation is detailed enough and satisfactory for you. We would love to see you as our returning customer in future.