Dear "G"
First of all, allow me to apologize for the less than satisfactory experience you've had with us. I do appreciate you taking the time to give us your feedback and although the job is complete (finally) OUR job of making sure you're a happy customer is clearly not! As of right now, our office is going through paperwork to see if we can reach you to discuss your situation, but your anonymity is preventing a timely response. If you could call in to the office (403 216 8439), the Customer Service Manager Jesse would be more than happy to help you work through this and come to a resolution!
At the end of the day, it certainly sounds like it was a trying job, but we'd love to get the entire story and do a bit of research on our own, just to find out how such miscommunication happened. Fortunately, this is NOT the norm, otherwise there would be far more comments such as this on our page (a friendly reminder to those who say we pad this site with good reviews! We don't; Our many satisfied customers do that for us! We also do not censor our review boards in any way [I don't think you can?] and this review is proof of that!)
It should also be noted that afterhours work for every job, regardless of the situation or warranty, does require an afterhours Travel and Dispatch fee due to the limited resources of on call technicians. This is clearly stated on the invoice, as well as by on call staff. Regular business hours are Monday - Friday, 08:00 AM - 06:00 PM. Had our technician been dispatched earlier than 8:00 AM, it still would have fallen under the afterhours travel and dispatch fee we wanted to help you avoid.
Now, that being said, we are closely and carefully reviewing and revising our policies, to ensure that this does apply to any emergency situations. I do apologize for that sincerely.
Again, I apologize for the service you've received, there is no excuse for the workmanship or the scheduling and if you'll call in to the Office with your full name and address (to locate you in our customer database), I'm confident we will be able to help with the situation.
G, thank you again for your input, I hope we're able to track you down in our files and make this right for you and alleviate your disappointment; let me assure you this is certainly not the norm.