Complaints

• Initial Complaint

  08/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Made an appt for service on 08/09/22 for a service call on 08/10/22 btw 3 to 4. Rec'd confirmation text. Called later the afternoon of the 9th and requested an earlier service date and time. Was told there was an opening 8/10/22 from 130-230. Rushed home from work to meet technician. At 245 Called and was told that appt had be changed to 1130-1230 on the 11th. Tried to discuss the incorrect info and was told a tech could come on the 10th after 5pm and now would be charged the after hour fee of $125 an hour. Person answering said she would have stop by Saddlebrooke Ranch on his way home. Asked to speak to a manager. Person said "I will pass the phone but she will tell you the same thing" ********* came on the line, was defensive and said any questions were argumentative. She also said their computer system says I was sent e mail confirmations so the mistake and problem was mine. Asked what email was used, accused of arguing again, and she said was not familiar with the system because she works in the back office and that she is owner and does not need know how the system works. Tried to explain health conditions and work schedule limitations. Stated not her problem and did I want the after hour service call or not? Told her yes and would like a return call, could not tell me when, of the email on the account the appt reminder was sent. Once again accused of arguing and she as the owner could not give a time I would be called to make sure account up to date. She also said they are booked weeks in advance and should consider yourself lucky they could work me in on the schedule. Waited about 30 minutes called to verify my correct address and was in Oracle and not Saddlebrooke Ranch, verified phone number, and come to find out they have no email address for me on file. ********* adamantly said that it was my mistake because the key strokes and emails are in the system. Service on website isn't truthful. Bait and switch to charge high fees. Poor customer service.

  Business response

  08/16/2022

  Good afternoon 

   

  Mrs ******* did call on the 10th concerning a apt she had however hw apt was scheduled for 08/11/2022 she called on the 10th and told our front office she had a apt and no one showed up Hailey told her we had her down for the 11th and we could get out there on the 10th but it would be after hours and the charge would be $125 for after hours per company policy. Mrs ******* complained about this and wanted to speck to someone about it and I did get on the phone and told she told me her complaint about it  and I did inform her we had no apts available until after 5pm  but we would only charge her a regular fee of $85 dollars and this is what she was charged. Our system does sent out a text and email reminders of apts.  I would never have never told any client that its not my problem  about a apt. Mrs ******* did inform me that she has wasted 20yrs with us however we have only been in business for 12 yrs and our records show we have only been there one other time in 2020. I was not told of any medical issue she has.  Mrs ******* also stated she wanted to speak to the owner and I did inform her I was one of the owners. Mrs ******* was asked several times if she wanted the apt time for later in the day and she finally said yes so we did send someone out. I did not argue with her about the apt. I know our system inside and out I am the person who set up all of our systems and I do the training.  Our system logs all activities I did copy it and paste it for you. our notes also stated she called and rescheduled   We did go out and we did not charge her extra for the after hours. we did apologize for everything and didn't know  she was still upset . 

   

  Dominic Craighill
  
  Job finished
  Wed 8/10/22
  5:32pm
  
  
  
  
  
  DC
  Dominic Craighill
  
  Payment of $85.00 (visa x1130)
  Wed 8/10/22
  5:31pm
  
  
  
  
  
  DC
  Dominic Craighill
  
  Line items updated: total = $85.00
  Wed 8/10/22
  5:28pm
  
  
  
  
  
  
  
  DC
  Dominic Craighill
  
  Job started
  Wed 8/10/22
  4:33pm
  
  
  
  
  
  DC
  Dominic Craighill
  
  Job on my way
  Wed 8/10/22
  4:08pm
  
  
  
  
  
  CC
  ********* Craighill
  
  Dispatched to Dominic Craighill, Gabriel Sanchez
  Wed 8/10/22
  3:35pm
  
  
  
  
  
  CC
  ********* Craighill
  
  Line items updated: total = $85.00
  Wed 8/10/22
  3:17pm
  
  
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Line items updated: total = $125.00
  Wed 8/10/22
  3:11pm
  
  
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Note added
  Wed 8/10/22
  3:11pm
  
  
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Line items updated: total = $0.00
  Wed 8/10/22
  3:07pm
  
  
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Dispatched to Dominic Craighill
  Wed 8/10/22
  3:07pm
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Job scheduled for Wed, Aug 10 between 4:30pm-5:30pm
  Wed 8/10/22
  3:07pm
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Dispatched to Daniela Guerrero
  Wed 8/10/22
  3:07pm
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Job set to unscheduled
  Wed 8/10/22
  2:55pm
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Dispatched to Anthony Craighill
  Wed 8/10/22
  9:41am
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Job scheduled for Thu, Aug 11 between 11:30am-12:30pm
  Wed 8/10/22
  9:41am
  
  
  
  
  
  HC
  Housecall Sparky
  
  Apointment Reminder email sent to
  Wed 8/10/22
  2:19am
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Dispatched to Dominic Craighill, Miguel Padron
  Tue 8/09/22
  3:22pm
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Note added
  Tue 8/09/22
  3:21pm
  
  
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Dispatched to Dominic Craighill
  Tue 8/09/22
  3:21pm
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Job scheduled for Thu, Aug 11 between 11:30am-12:30pm
  Tue 8/09/22
  3:21pm
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Dispatched to Daniela Guerrero
  Tue 8/09/22
  3:21pm
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Job set to unscheduled
  Tue 8/09/22
  3:21pm
  
  
  
  
  
  DG
  Daniela Guerrero
  
  Dispatched to Dominic Craighill, Miguel Padron
  Tue 8/09/22
  8:26am
  
  
  
  
  
  HC
  Housecall Sparky
  
  Job scheduled SMS sent to (520) 360-0691
  Tue 8/09/22
  8:22am
  
  
  
  
  
  
  
  
  Nicole Crider
  
  Job scheduled for Thu, Aug 11 between 3:00pm-4:00pm
  Tue 8/09/22
  8:22am
  
  
  
  
  
  
  Nicole Crider
  
  Dispatched to Dominic Craighill
  Tue 8/09/22
  8:22am
  
  
  
  
  
  
  Nicole Crider
  
  Job created as Invoice #109245: total = $85.00
  Tue 8/09/22
  8:22am

  Business response

  08/17/2022

  I just submitted a response to this complaint however I also needed to add a few things.

  Mrs ******* called us back later about 10min after we hung up and apologized to us and said she did receive the text about the apt time and date. We are also scheduled to go out tomorrow to put in a part for her a control board for her furnace 08/17/2022. I will be reaching out to confirm she still needs this apt since she has filed a complaint on us.

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