Complaints

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our furnace would not heat the house on March 8th, 2023. We called Charter Mechanical in Saskatoon, SK. We sent pictures of the model and serial number for our furnace to ensure the correct parts were brought with the technician. However, the incorrect parts were brought and a trip to the city and back were required. However, the cost of the invoice is astronomical. Here is a breakdown of the day. We have *****'s phone records. 9:00 - 9:30 pics were taken and sent 10:40 technician was on his way to Aberdeen. We are 29 km outside city limits. Technician had to return to Saskatoon to pick up correct part. Returned and fixed furnace We had heat 2:00pm. Therefore, the technician spent approx 45 minutes at my house in total with both trips. I received an invoice #**** in the mail March 23rd. I am very confused to the price on the invoice nor had it been broken down. I called their office, as an anonymous customer, looking for quotes and was told that a call-out fee is $108.00, and mileage was.20 -.25/km. I was also told that a call out fee is waived and the cost of time would be charged depending on how long. The technician spent approx 45 minutes at my house in total with both trips. 1hr labour = $108.00 mileage= 29km x 4 = 116km x .25 = $29.00 Hot surface igniter ($40) = $60.00 Total before taxes = $197.00 The invoice was for $1000.00. There was no breakdown, except they said they gave us a break b/c they had to return to the city (their fault). I asked for a breakdown. Here it is with an email from them: "***** called and texted ***** as there was issues with your furnace, ***** tried to walk ***** through the repair over the phone for about an hour, and unfortunately was unable to help, so we sent our service tech...We phoned the wholesaler in advance to make sure they had the parts that we felt the furnace possibly required, so that we did not have to make multiple trips…unfortunately the wholesaler sent us the wrong part...and we had to return to the city...You were invoiced for the following": 3 Hours labour = $120.00 x 3 hours = $360.00 $1.85/km x 31Km x 2 = $114.70 Materials = $60.00 SITT = 42.80 Sub Total = $577.50 PST = $34.65 GST = $28.88 Total = $641.03 "The total that appears on the top line of your invoice is what the charge would have been if we had not deducted for the wholesaler’s error. Secondly the rates that were given to you on the phone are not relevant to service, and will not be applied to this invoice… Our service rates are $120.00/hour and $1.85/km and are applied to this invoice…The amount of time that ***** spent on the phone and the amount of time our service tech took to repair your furnace is shown fairly in the total mentioned above, unfortunately we are unable to discount this invoice any further

  Business response

  25/05/2023

  In regards to Inv No# **** - the mount owing has been cleared, there is no outstanding amount, unsure why we are receiving this email. 

  Customer response

  29/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was unaware that they have made any changes to the original invoice.  I will require a paid receipt or credit invoice please.  

  
  
  Sincerely,
  
  ***** & ********* **********

  Business response

  30/05/2023

  As mentioned this has been cleared. 

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