Business ProfileforHanna Heating and Air Conditioning, Inc.

Thank you for the feedback, and opportunity to respond. Hopefully, I can clear up a few things.

We have the utmost respect for our Veterans and are thankful for all they sacrificed in making our Country great. I will certainly investigate his final charges and see if we applied to them, any form of discounts we offer to Veteran's and Senior Citizens. If we didn't, I will be happy to send a refund for the amount we failed to discount from the original invoice.

Please understand the price included the part, sales tax, labor, and all other costs the company has in providing repair service. 

Another very important item, we never repair a system without giving the customer the cost of the repair upfront, and they must authorize and accept the charges before we make the repair. If they find the amount, we have quoted isn't acceptable to them for any reason, they can simply decline the repair, pay us our minimum call charge and call another company. The time to decide that is BEFORE the customer authorizes us to make the repair based on the charges, we quoted.... not after. Simply, if you don't agree with the repair price, don't authorize us to make the repair. Filing a complaint after authorizing the repair and receiving the services isn't an honest way of handling the situation. 

Having said that, it is not uncommon for customers to have an incomplete understanding of all the costs a company incurs to provide repair services.

Listed below are some, but not all of the "other" costs that make up what our company must recover and what goes into determining what we charge for our services. In most cases the cost of the items listed below are well above what the actual "part" that failed costs.  

1. Competitive wage and benefit packages to retain competent well-trained employees.
2. Continuing education classes to ensure that our employees are, and stay, well trained.
3. Federal, State and local taxes for all work that we do.
4. Worker's comp, liability, property and auto insurance.
5. Service vehicle, vehicle repairs, maintenance, gas and license and registration.
6. Shelving, parts bins, and ladder rack systems for the service vehicle.
7. Tools and testing equipment.
8. An extensive inventory of parts, materials, and items to complete most repairs.
9. Office staff to answer the phones, order material and schedule the work.
10. Phones, computers, software, utilities, rent, facility maintenance, facility repairs.
11. Professionals such as a CPA for tax filing, an attorney for government paperwork and collecting from people who don't pay, and now IT professionals for the computer systems, internet connections and cyber security to protect them.
12. Mobile phones and tablets for our field personnel so we can communicate with them.
13. Warranty for the part or service we provide.
14. Process warranty parts claims, which includes us purchasing the failed parts replacement up front and then waiting for a refund from the manufacturer after the failed part has been returned with all the required paperwork and accepted by the manufacturer. All of this must be tracked and reconciled to ensure we actually receive credit for the cost of the "warranty part" we replaced for the customer. 
15. Advertising and promotion of our company to get our message to our customers and keep work coming in.

The (15) items listed above are certainly not all of our costs but represent the majority of what goes into our companies actual cost to provide repair services. One factor is the actual cost of the part that failed. But it isn't the only cost associated with what goes into determining our charges.

So, to only look at the part "cost", and use that to determine some percentage of mark up as a reference is not a clear indication of anything. The part cost alone when compared to the final charge to repair isn't a fair, honest, and complete comparison of all the costs the company has in providing the repair service we provided the customer. It’s an incomplete comparison.

Hopefully this clears up some of the possible misunderstanding when comparing a part cost to what it costs to have a company come out and provide the service of repairing a system. 

Sincerely,

Todd Hanna