Complaint: My husband called for a free estimate for our insurance. He was told that they do free estimates. **** the serviceman showed up an hour and 15 minutes late. he said he would be there between 515 and 530, he did not call until 6pm and stated that he was on his way, will be there in 20 minutes - he arrived at 645. I first told him before he walked thru the door that all we needed was an estimate for our insurance company. He never stated to me that there was a $75 charge. He went to my attic and 5 minutes later he came back down and nicely said that there aren't any serial numbers on the unit so he cannot replace the overflow pan. He went to his truck to write up our estimate and comes back with a service invoice of $75. I give him my credit card, he swipes it and I ask him to wait a minute because my husband is right around the corner so he can tell him what he found. My husband asked why he was charged $75 when he asked for a free estimate. The serviceman **** said "well, you have this, this, and this, so it will be about $5k...there's your estimate. I cannot turn in a verbal estimate to our insurance company. I called to talk to a GM on 6/19/13 the next morning and the serviceman **** answers the cell phone. He asked what my problem was and he remembered us and from that point he was rude and loud with me. He said that he told my "stupid" husband repeatedly that there was a charge and I told him that if he did say that we would have NEVER had him come. He said that their phone book ad says the free estimate is for replacement only and that is what we are needing. I let him finish what he said then I said do not call my husband "stupid" if you really did tell him that you charged $75 for a free estimate then he would have never had you come out. He started to interrupt me and I told him it was my turn to talk I let him have his turn. I told him that I trust my husband and that I do not trust **** because I do not know him. I asked again to talk to a GM and he would not let me, I asked if he is the only one for the company, he said that he answers the only cell phone and runs the appointments and schedules the calls. I was VERY upset by this point, I told him to keep his $75 but I will tell everyone I know not to use AIR CARE SYSTEMS and said goodbye and hung up the phone.
Business' Initial Response Contact Name and Title: **** ******* Contact Phone: XXX-XXX-XXXX Contact Email: **************@yahoo.com The husband called our company around lunchtime and said he had a water leak around his ceiling. He said he thought his kids had been playing and got water on ceiling but he checked and still had water leaking. He ask how much a service call was and he was told 75 dollars. He was told we would send a technician out to look at the problem and he said no one would be home until at least 5:15 we never said we would be there at 5:15 we stated we would call when we were on the way and our technician did call when he was on his way to this customers house.We tried to talk customer into letting us come earlier because all supply houses close at 5:00 and they charge an overtime fee to open up after hours. Also our overtime starts at 5:00 as well but we did not charge this customer an overtime fee. When our technician **** arrived at this house the husband was not there only the wife was at home. **** found that this was not a recent problem the customers had other companies previously out to look at this job.They had already built alternate drains that were not working. **** told the homeowner that the primary pan needed to be replaced but there were no model or serial numbers on the equipment. **** explained to the wife that without proper numbers there was no way to get a new part. **** then wrote the customer an invoice for the service call and the wife gave him a credit card for payment. She ask **** to please stay there until the husband arrived so he could explain to him the problem that he found. **** did exactly that and waited until the husband arrived and explained to him the problem. The husband then told **** he already had another company tell him the same thing with no numbers you could not order parts. Which is the exact problem we told the customer. No one ever said anything about a free estimate or mentioned anything about insurance. He was told when he called he would be charged 75 dollars plus any parts and labor. The husband agreed to this. If they thought they were not suppose to pay they would have never handed the technician the credit card. If the owner would have told us over the phone that there were no model and serial numbers, like he already knew, we would have told him there was nothing we could do to fix it. The wife called the next morning and stated it was her turn to "b****" about having to pay 75 dollars that she did not benefit from. Our add in the phone book specifically states that free estimates are only on system upgrade and replacements. The customer never mentioned anything about a free estimate and was told the service fee upfront. The owner must have called numerous companies and had our company mixed up with another one he had talked to because we clearly stated he would be charged a 75 dollar service fee. We do not feel that we should give them their money back because we sent out our technician and he found the problem and waited on the husband to get there like the wife ask. We did what we told the customer we would do so in turn they were charged the 75 dollar fee we told them upfront they would be charged.
Consumer's Final Response (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your good faith effort
Business' Final Response In a good faith effort we would like to make an offer of giving mrs ******** half of her money back
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
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