ComplaintsforCascade Thermal Solutions

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March , I contacted this company , Cascade Thermal Solutions , to verify some repair work I had done to a machine . After many questions , thoroughly asking about any charges that *** occur , I decided to have them come out . They were not honest . I was never told about the $2.50 per mile charge and on top of that they sent someone out from an area further than they were listed at . Once the technician came in , he promptly asked to use the restroom , where he stayed for just over 20 min . The tech didnt know what he was doing , made phone calls for help & then charged me for 4 hours work . He was only there about 1 hour - and 20 min of the hour was spent in the restroom . I was charged almost $1,000.00 - 4 labor hours and 130+ miles driving . That means , his toilet break costed me over $100.00 . All in all , very sneaky & misleading .

  Business response

  10/06/2022

  First off, as an introduction to our organization, Cascade Thermal Solutions has been in business for over ****************************************** the Biopharma, Aerospace, Scientific and Healthcare industries.  Due to the nature of the customer base served, we are audited internally and externally on processes to ensure proper performance in many areas of our business.  With this in mind, when an issue is brought to our attention, my team members and I can pinpoint issues in a very quick manner if one exists.

   

  The issue brought to us by the BBB is concerning.  Here are the facts of the situation:  The customer did contact our organization.  The customer spoke with our Sales Team that explained our hourly rate and our travel policy due to the location being outside the radius for normal travel.  The travel is determined by customer address and other information that we need in order to create a customer record which then allows us to create estimates, work orders, invoices, etc.  After discussing with the customer and clarifying our estimate, we provided the customer with Estimate #******.  The amount of the estimate was $1500.  This is a normal estimate for a diagnostic visit to assess an issue with some of the sophisticated equipment we service.  ************ is considered T&M and is portal-portal.  Customer then approved the estimate, we then scheduled a visit.  Our technician drove to the customers site, performed conditional and functional checks and spoke to manufacturer for technical assistance.  After finding the issue and letting the customer know what the manufacturer suggested, our technician returned to his reporting territory.  The work performed by our company was at this time complete, so an invoice was generated and provided to the customer Invoice # ****** $982.50. 

   

  It is recognized, an organization cannot be in business for any length of time without complaints or issues.  Cascade has had issues arise, however, we have a system in place to provide checks and balances within the organization.  The focus of this system is geared, to our most valued asset, our customers.  Typically, if there is an issue, our customers contact us directly and a team starts a process to assist.  The team consists of a ********************** representative, a Service representative, and a Quality representative.  Finance will be added if required.  There are different levels of assistance we provide depending on the present situation.  We pride ourselves on having a high success rate in solving customer issues.  Most are misunderstandings or situations that need additional clarity.   

   

  It is disappointing the customer did not feel that the resolution of his issue could have been resolved through communication back to our organization.  Recently, we implemented a customer service survey program.  We have team members contacting customers based on last service.  This allows Cascade to obtain real-time data and to solve issue that *** otherwise go undetected.  This platform also serves as a way to receive great praises for work performed.

   

  Customer response

  10/06/2022

  First off , what a generic bully response from the business - introducing themselves as an upstanding business and Im just a guy whos wrong for not liking the way I had been treated . & they may be , just not with me . I for sure complained to their company before BBB but they would not hear me , so I filed a complaint . The business did not estimate $1500., the $1500 was a deposit to have them come out & final price would be the minimum hours . Nowhere was $600 for driving discussed . I called a number for a company that had a ********, ** address - which is only minutes away from me . They decided to send someone from many miles away . As soon as the technician got there , he spent a good ***** min in bathroom . I was charged for a bathroom break . He spent the rest of the time on the phone asking questions to people more qualified than him , including the manufacturer of the machine . I would have been ok with the lackadaisical work by the technician , had I not been charged $600 for him to drive all the way to me to take a bathroom break at my expense . Your company can do better , and definitely should have done better based off of that grand intro on how amazing you all are 

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