We are just in receipt of your review this evening (January 25th), after which we reviewed our technician’s report. The total charge of $75 plus HST was paid by you for a licensed technician’s travel to your residence and to diagnose the cause of no heat. According to the report, once there, our tech confirmed that the furnace is turning off because of a stoppage of the thermostat signal. This was specifically confirmed through bypassing the thermostat, whereby the furnace worked well once the stat was bypassed. The technician’s report further makes note that this process was re-tested and demonstrated and explained for you and it took approx 30 to 40 minutes and not 5 minutes. So it is unclear to myself as to why you would be unsatisfied with the payment made. Especially that our head office never received a complaint note from you previously. As you correctly noted yourself, we are in the midst of a pandemic lockdown and still in an effort to cope with very difficult circumstances and the resulting challenges.
Moreover, please note that our maintenance services are not included with diagnostic work, as they are separate processes; maintenance never involves diagnostic steps and is never required based on an urgent trip and is normally booked within a week of contact time. Additionally, diagnostic work is always charged based on a flat rate. It can take upwards of 2 hours or it can take a number of minutes. And as we would never ask for more in payment in case of incurring a long duration in diagnostic work, it would be unfair to ask for discounts, if it takes a shorter length of time to diagnose an issue. And it should go without saying that we always take full responsibility for our diagnostic statements and if any diagnostic conclusion is ever inaccurate, we will be certain that a correct diagnostic is made within the promised amount of $75. This is why asking for discounts on this payment, would not be a reasonable request, if this is why you are unhappy.
I can always understand that from the point of view a client, with the absence of a full picture, we can sometimes arrive at premature conclusions and in this case, I assure you we offer very fair prices and have developed fair and mutually beneficial policies, combined with trusted services and it would be unfair to expect and ask for more discounts, during difficult circumstances. We will contact you tomorrow to discuss further and to see how we can help further within reasonable means and to make sure there are no miscommunications nor misunderstandings.
Thank you in advance and hope we can be of further help,