Found the original owners manual and information for our propane fireplace and figured why not call the company who installed it. Explained what the fireplace issue was (wasn't igniting) and was told it's a $149 service fee plus roughly $50 for the part. There was a 3-5 week waiting period- fine it's busy season. Called after week 2 just to see if I could get on the schedule in the next couple weeks. Rich called the next day and said he would come on Saturday. Awesome. He came, cleaned it, changed one part. Unfortunately I had to leave for an event. After getting back home I was told it was $300. More than shocked at that since I was told it would be $200 when I first called. Rich called a few hours later and said my husband shorted him $200. Said he put the money in his pocket and left, that he didn't have any other money in his pocket so he had to of shorted him. Found that hard to believe as we are a small business, we would not do that. By the time I called rich back, he then said he must have lost the money and forgot he had $101 in his pocket prior to coming. I asked for a receipt so I could look into why it was $100 MORE than what I was told initially. Rich refused to provide one cause he's "saving me money". Contacted the company 5 times within a week and even showed up once. Same story every time, Pat (service manager) is not available. FINALLY got in contact with Pat and wow. Incredibly rude. I could barely get a word in, could barely explain what happened. Pat continued to talk over, only backed up rich. Stating "time is money" and if it takes longer they have to charge longer. In my experience with contractors, a service fee is a service fee. It could take person A 2 hours to do something but take person B 5 hours to do the same thing. Originally said the part I needed was $50 then went to $100-$120. I finally just talked over Pat enough to say I am done with this conversation, I promise to NEVER return. Should have called another company.
If you are referring out sub-contractors then you need to advise your customers you are referring out. THEN you need to let your customers know there COULD be higher service charges since the referred people don't work for you. You also need to let your customers know that your service charges "START AT $149". None of this was explained to me- first time customer here.
Here I am thinking I'm spending $200 to get my fireplace fixed and working again, just to spend $300 and a complete hassle. I truly thought a company like this, and being a first time customer, would have made things right. I should have known when Pat refused to call me back. read more
