This customer called us and asked us how much to repair her fridge, what our rates were. I quoted her a service call and our labour rate by the hour. The customer proceeded to advise that her tenant would be home, I explained that we would need the service call pre authorized before going out if she was not there to pay and that our technician would call her from the home with the labor amount. She agreed and gave me her credit card number for the service call. Upon diagnoses and repair the technician called and advised the labor amount, she agreed and gave the technician her credit card# to process the labor amount. We then received a chargeback from Visa, not a call from customer. We provided our receipts and Visa agreed we did nothing wrong. I did however refund the customer $20.00 plus tax on the labor as the customer, even though she agreed to the amount, paid $20.00 more than she was quoted by me. The customer claims the technician didn't tell her she had to pay a service call , only labor, and that is why she wanted a refund. After I spoke to the customer, she agreed that I told her it would be a service call and labor, but her argument was that the technician didn't mention the service call, so she feels she shouldn't pay this. We didn't leave a copy at the time of the bill as it was a tenant, we did email the customer her invoices, as per her request. She then sent us to the BBB as well. The customer was given a 30 day labor warranty. The customer called us back about 3 months later stating there was a further issue, and wanted us to come out. If we not had so many issues with this customer, we would have gladly went out again, we didn't want a repeat problem, so we asked her to contact a different company. We absolutely did everything as promised to this customer, and in no way did we rip her off, the fridge was working when we left and for at least 4 months until she called us back.
Reply created 25 Apr 2014