ComplaintsforPye-Barker Fire & Safety LLC

• Initial Complaint

  02/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  HiI am the general manager for ********* in ******** TX. I have been doing business with S and S for many years. this past january i called to schedule our annually fire extinguisher inspection. I called on wed or thur and i was set up for the inspection the following monday. They called me to verify the address which I confirmed. They came on that monday to do the inspection and 2 technician arrived at the airport. they replace and inspect . they arrive around 8ish and left around 1025am.when i received the invoice i notice the high amount. i expected to be more than the usual because we have 2 fire extinguisher that were replaced. When i look , i notice that 6 hours were charge for service , i am aware of the minimum hours which is 2 hours but 6'? i inquire to them and they email me stating that it was 6 hours because of the extra person which they told me was an apprentice and they charge me for his hours as well. i ask why do i need to pay for someone that you are training to work for you and that is not fair . they told me that sometimes that happen, and they apologize that they did not told me .which i said , exactly no one told me , why am i still paying for something that i was not aware neither have a choice. There was no disclosure about this practice to me , or even the day off to any of my supervisors on duty. they charge me 85 for 6 hours instead of 3 which is 1 person for the 3 hour work. I emailed the manager and i let him know that i been doing business with them for so many years and i have never had that problem but he said that the only thing he will do is to deduct me 100 and to look for other business in the future. the way he respond , he did not care. He told me that my employee sign and accept the service provided but he was not aware of the charges.i strongly believe that a company should give the correct information to the customer specially if it will be more money , the customer need to know what are they paying.

  Business response

  04/04/2022

  Business Response /* (1000, 7, 2022/03/14) */ This appears to be a duplicate to BBB Case#: XXXXXXX

• Initial Complaint

  02/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi I am the general manager for Envoy Air in ******** TX. I have been doing business with S and S for many years. this past january i called to schedule our annually fire extinguisher inspection. I called on wed or thur and i was set up for the inspection the following monday. They called me to verify the address which I confirmed. They came on that monday to do the inspection and 2 technician arrived at the airport. they replace and inspect . they arrive around 8ish and left around 1025am. when i received the invoice i notice the high amount. i expected to be more than the usual because we have 2 fire extinguisher that were replaced. When i look , i notice that 6 hours were charge for service , i am aware of the minimum hours which is 2 hours but 6?? i inquire to them and they email me stating that it was 6 hours because of the extra person which they told me was an apprentice and they charge me for his hours as well. i ask why do i need to pay for someone that you are training to work for you and that is not fair . they told me that sometimes that happen, and they apologize that they did not told me . which i said , exactly no one told me , why am i still paying for something that i was not aware neither have a choice. There was no disclosure about this practice to me , or even the day off to any of my supervisors on duty. they charge me 85 for 6 hours instead of 3 which is 1 person for the 3 hour work. I emailed the manager and i let him know that i been doing business with them for so many years and i have never had that problem but he said that the only thing he will do is to deduct me 100 and to look for other business in the future. the way he respond , he did not care. He told me that my employee sign and accept the service provided but he was not aware of the charges. i strongly believe that a company should give the correct information to the customer specially if it will be more money , the customer need to know what are they paying.

  Business response

  04/04/2022

  Business Response /* (1000, 15, 2022/03/07) */ S&S reviewed the customers complaint internally when first received. The customer requested service in the form of a fire extinguisher inspection. One of their issues is they claim the employees arrived at "8ish am and left around 10:25am." After reviewing GPS on the technicians vehicle, they left the office at 7:15am, arriving on site at 7:24am, completing the job and leaving the site at 10:28am. That is at minimum 3-hours. We regularly have apprentices with technicians, which is why the technician had one that day. For safety precautions, it is safer with two people on a job site. To counter the higher cost of two people, we initially gave the customer a 30% hourly rate deduction and a 20% reduction in truck charge. Also, when the customer calls and requests service, does not request a quote before hand, that is considered time and material work. When they sign the service ticket, they are agreeing to S&S' terms and conditions that is on said service ticket. Going a step further, we also deducted another $100 from the invoice and advised them to ask for a quote in the future. When customers ask for a quote, they know the cost ahead of time. When a customer requests service with no quote, they abide by the terms and conditions along with the supplied hourly rate sheet as a Time and Material Service Call. In total of the 30% reduction in hourly rates, 20% reduction in truck charge, and an additional $100.00 off the invoice, I believe we are being as fair as possible. Consumer Response /* (3000, 17, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) HI, My company have been doing business with S and S for quite sometime, and I have never been charge or aware of the apprentice charges. Reviewing my previous invoice for the last 2 years only , i was never been charge this high. my biggest issue is that i was not notified about the extra charges. I did have a rate sheet for 2020 and others from another years save in my computer and the apprentice charge was not in those rate sheet neither. When i call i did not request a quote because i am familiar with their services and have no problem paying for it , according to the email i receive they don't always have an apprentice and it just happen that the person that on that day the person have the apprentice with him, therefore if I REQUEST A QUOTE ON THE DAY I SCHEDULE THE INSPECTION which was the previous week , the representative wouldn't know about it ,because when i spoke with her she did not know at that time who was going to be servicing the fire extinguisher. therefore if any extra change are incur due to company policy , i strongly believe that the company should make every effort to advise the customer and let them know , That what i call FAIR. Nevertheless , we will not be doing any more business with S and S because they did not recognize the years that my company had been a customer and was quick to advise to look for another vendors. what a great customer service provide by Mr. ethan. thank you , bill had been paid and account close with them

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