ComplaintsforRocky Mountain Power Systems

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, my name is ******************************* I hired a Rocky Mountain Power Systems on November 13, 2023 to install a fan on my generator. *** came to my door about an hour later and said does this generator even run and he called to get me a price on a new one. I said I just used it. When we got over to where the generator was show me this resin that was broken. I told him I didnt have the money for a new one and to put the fan in and put it back together.. I walked back home got my phone went back and took pictures and called his boss which he wasnt available I did write a review with the pictures I took, and when I looked five minutes later it was taken down. I texted *** the owner of Rocky Mountain power systems, and when he got back to me, he tried to blame everything on everything else because he is good with words and wants to take no responsibility for his technicians The sad thing was the young technician is the future of this company, and he had to witness this. I dont have a doubt in my mind that they broke the resin on purpose to get me to buy a new generator. I use this generator for 20 minutes three times a day in the cooler months when theres not a lot of sun. One of the first things *** asked me within five minutes of showing him the generator are you off grid and I said yes so he knew I needed a generator or I would have no electric when there was no sun. I tried to attach the review I sent to Rocky Mountain power and some pictures, but I couldnt get them to upload. I would be very grateful if you could help me Thank you ******, *********

  Business response

  02/07/2024

  Hello,

  ******************************* hired us to complete a job for him and the job was completed.  His Generator is running properly.  He is not a mechanic and was disconcerted to see some of the "resin" residue chipped off of the stator.  ***, my lead technician was on site and called me to consult. I spoke with him while he was on site and the repair was completed and the matter was concluded.  ****** called and spoke with me the next day and we chated for over 45 minutes.  He said the generator was running but be was still uneasy about the resin.  He said he was likely goning to pose a question to a local FB forum and ask the general public's opinion about the resin.  I told him that he would certainly get mixed reactions on a public general information face book forum and that if he didn't feel comfortable relying on on my 18 years of experiance, he would certainly be able to call KOHLER, the equipment manufacturer, directly to ask them their thoughts.  To my knowledge, ********************* has not contacted the maufacturer.  After our conversation ****** seemed to be satisfied and said he was awaiting the bill.  Once he received the bill he again had a number of accusations and demands.  I agreed to reduce the bill but informed him that we could no longer do business with him because of the baseless acccusations he was making against my technicians.

  The flakes of cracked resin were in the stator when *** disassembled the Alternator assembly.  However, this is of no consequence to the generator as the resin was from the residue from wen the rotor was dipped at the factory.  There are plastic end caps that somtimes get resin on them.  It easily chips off and does not cause any issues.

  I have attached a picture taken of *********** Alternator and the chipped resin in quiestion.

  I have attached a copy of my technician, ***'s, voicemail that was left with ********* estimationg the job cost.   This VM is referenced several times towards the end of the transcript.

  And I have also attached a copy of the text conversation between me and *********.

  Below is the entire text conversation between ********* and myself.  I think it will demonstrate that we have done everything possible to help this customer:

   

  - Text conversation between ******************************* and ******************* of Rocky Mountain Power Systems, LLC- 
  
  - From ******************************* 11/15/23:
  Good morning *** my name is *********************; *** was here working on my generator yesterday and came to my door an hour later and said this generator still run and I said yes, I use it two or three times a day and he said I called to get you a price on a generator. Then you have all the hook *** here already and I said I don't have the money for a new generator. That's why I'm fixing this and he shows me all this stuff that's broken which if I use a generator every day and the thing is spinning out I'll see how it could be there so perfect I will send you a few pictures. Thank you for.
  *** knocks on my door and says he's done I walk outside with him over to the generator and the sides are still off and I see this big boat laying underneath and I said oh what's this and he goes oh it's for the starter. I woke over to the starter I have and it's not even close and he says it's metric it doesn't go to this, I had just change the oil in it a couple weeks ago and I bought wasn't there
  I will try and give you another call today. The generator smells funny now when it runs, I may put this up on ************ to make sure  I it's OK to run with that stuff broken off my son just turned eight in October and my other son is 11 I just don't want no fires. Thank you.
  Before I do any reviews with this information
  I would be very grateful if you could look into this   One of the first things. *** asked me the first five minutes if I was off grid and I said yes I'm completely off grid, I have no other source of electric.
  
  - My Reply:
  Good morning sir!  Sorry it took a bit to get back to you.  We had a bit of a catastrophe this morning with one of our team members that landed him in the *** I am looking at all of the information now.
  That bolt is used on the Rotor (not the starter) when we are removing it from the engine shaft. It's not a part of the generator, it's just used by the tech to help remove the rotor from the engine shaft.
  
  ~ I then called and had a 45 minute conversation with ********* ~
  
  - From ********* 11/20/23:
  Good morning ******** just wanted to keep you updated in the past two years I have never seen any resin chips in the bottom of the generator and in 13 hours. I have that many in the video I was wondering your opinion  I dont know if *** put it back together with them on or those are new. Thank you.  I also sent my conversation with *** and my email address I have still not got the bill. I know you said you were busy with the team
  
       My wife wants to post that review every day to Rocky Mountain power but I told her theres no free-speech there and she said his dad wouldnt be proud of him knowing this happened. There are probably ways you could put the review on peoples ******** accounts possibly   my youngest son just turned eight in October and my other is 11. She is worried about them just being in the dark.   I hope you have a great holiday. Thank you.
  
  - My reply:
  Good morning.  We will be sending out your bill for providing and replacing the alternator fan sometime next week.
  The resin that came off of the plastic lining on your stator is not something that should cause any issue or problem.  You would not have seen any resin chips in the past due to the fact that the chipped pieces were trapped between the engine mounting plate and the stator.  Once we took apart the generator and separated the stator from the engine, we found the broken shards of resin due to the fact that someone stuck a screwdriver into the fan blades 2 years, ago,and pieces of the fan went flying into the stator.  When we took the stator off the engine, the broken pieces of resin were then exposed and consistent with a fan exploding as described above. Its not at all unlikely that there would be some remaining chips in the generator enclosure after taking the stator off and putting it back on. 
  The resin coming off of the plastic lining in the stator should not be a concerned.  As I previously stated in our phone conversation, my bigger concern with the the generator as a whole, is that youve operated it without an alternator cooling fan for the past 2 years.  Heat is the enemy of electronics, and without an operational cooling fan, there could certainly have been some heat degradation caused in the stator and/or rotor coils.
  If you have further concerns about the resin chips, I would recommend that you contact the KOHLER factory for their opinion as the manufacturer of your generator.
  KOHLER Customer support:
  ************
  Or you can go to the KOHLER website to inquire:
  kohlerpower.com/en/residential/generators/send-us-a-message#
  
  - From *********:
     Thank you ***. for getting back to me and reassuring us. That was the main concern. I was never worried before, but this time I was seeing that resin. The screwdriver thing is a guess but it sounds good. I dont know how it broke. Thank you for getting back to me again and easing our minds. Thank you. Enjoy your holiday.
  
  - My reply:
  Okay.  You had told me in our phone conversation that your tenant had shoved a screwdriver into the fan while the generator was running, but however it broke 2 years ago, the result of a broken fan in the same. Sounds good.
  You have a great Thanksgiving also!
  
  - From *********:
  Hi ******** don't know if anyone stuck a screwdriver in the generator Those were my thoughts. I don't know how the fan could have broke  I remember in our conversation when you send me the bill. You're also going to send a price for a new generator.    Thank you again for getting back to us. It's very stressful living with a generator you're not sure about but your reassurance took away a lot of stress.
  
   Thank you again
  
  - From *********:
  Good morning ******** just looked at my bill and it doesnt say any details of the work you did its higher than *** quoted me on my voice mail can you please send me a detailed bill of what you did and that the Generator list and a quote for a new one please like we discussed. Thank you.
  Voicemail sent by my Tech, ***,to ********* estimating repair costs:
  I thought we were done with this nonsense. Please send me a detailed bill.
  
  
  - My reply:
  
  Good morning ***. Our shop rate increased from $115 per hour to $125 per hour effective Nov. 1st.  *** left you that message several weeks prior to this so he quoted you the hourly rate of $115 per hour.  Since he quoted you this, I will honor that and adjust the bill to $115 per hour.
  As invoice #**** states, we made a service call out on 11/14 (line item 1), we provided a new alternator fan per your request (line item 4), and a new brush kit per our recommendation and your approval (line item 5).  It took a combined total of 6.9 hours between Rob and ***** to replace the alternator fan and brush kit (line items 2 & 3).
  I listened to **** message and he made it very clear that the cost was an estimate, not an exact cost and he said it may be a little bit more, may be a little bit less.  The new total is $1,061.83 with our old hourly rate figured in.  I will resend the bill now.
  
  - From *********:
  Good morning ********** *** said in his message 900 and he was shooting high. In my first email I just had an invoice and couldn't read the details.The second email I just wanted a breakdown on how I was billed the email only has one price and no breakdown.  I know you are good with words and make things come out the way you want like with the screwdriver theory I dont know anybody put a screwdriver in there just a guess. Thank you for your time straightening out this matter.
  
  
  - My reply:
  Yes.  On the first email, you would have to click on the link to view/pay the invoice.  I went ahead and attached the invoice to the second email this morning so it would be easier.  Thanks!
  
  - From *********:
  Good morning again *** this is all Im getting in my email and when I click details nothing happens I just wanted to break down so I could see it please. Thank you.
  I am in like a node data area so my texts are going slow. I didn't see you had sent one until now.
  
  - My Reply:
  If you scroll to the bottom of the email, you will see the attached invoice.
  Once youre back to better data or Wi-Fi, you should be able to click the Pay invoice Button and have your payment processed their online. If that doesnt work for you on your device for some reason, you can call the office to make payment over the phone at ************.
  Thanks!
  
  - From *********:
  Yeah hi ***. I just looked at my detailed bill thank you. I see how you guys scam the people with sending sending
  Sending to technicians and then make it 230 an hour. Thats ridiculous. I wouldve been happy paying 850 what I thought it would be. I hope you can work this bill out so I can just go away and not call the Better Business Bureau every day to try and get my message out about this
  10 years ago when I met you you were such a nice guy. I dont understand how you couldve changed. Maybe its Rob.
  We feel like we were ripped off all the double wording, two technicians
  
  - My Reply:
  It requires 2 technicians to disassemble a 200 lb. Rotor/stator assembly. Each technician is billed at $115 per hour.  I paid both technicians to be there as that is what the job requires.
  
  - From *********:
  Hi *******  When I listen to Robs message, it never says nothing about two technicians. It just says 115 an hour. Thats what I mean and he mentions mileage. I dont see that in them nowhere he says one thing and you say another.
  
  - My reply:
  Hi ***!  I listened to the message again also and he doesnt say one technician either.  He just says $115 per hour.  Thats because it is indeed $115 per hour worked. The number of technicians is inconsequential, its the hours required to complete a job
  
  - From *********:
  If you knew it required to technicians to disassemble the Generator, you shouldve included that in the estimate.
  
  When listening to **** message,he never says us or we he says me. I was under the assumption there was only going to be one technician. You shouldve told me in the estimate there was gonna be two technicians. I feel like you give shady estimates on purpose, and then overcharge.
  
  - My reply:
  Good morning ***! He was very clear about $115 per hour.  And that it would be time + materials. He said $900 it may be a little bit more may be a little bit less.
  
  That over the phone, ballpark estimate didnt include changing out the brushes.   When we got into disassembling your machine and found that your brushes were almost worn out, and we recommended replacing them and offered to do that while we were there. You agreed. The cost of the brushes were $59.42 + it would have take approximately an additional .75 - 1 hour of labor to install and adjust them. At $115 per hour, the total additional cost for replacing the brushes that *** would not have figured into his over-the-phone ESTIMATE would be between $145.67 - $174.42. It seems that Robs $900+/- estimate may be a bit more, could be a bit less was pretty spot on accurate.
  
  In our line of work, there are many variables that contribute to how long a repair project take.  Everything from weather conditions, to road conditions,  to stuck bolts end up being a factor in the labor time/hours it takes to complete a job. When we give a verbal estimate, it is our honest best to factor all that in to the the best of our knowledge and experience, but at the end of the day, our hourly rate is $115 per hour (now $125), and you will be billed all of the labor + all of the materials required to complete your job.
  
  I wasn't aware of ***'s verbal estimate to you when I prepared your bill, but $900, not counting the replacement of the brushes, was almost exactly accurate!
  
  - From *********:
  I guess Im lucky your variables didnt include a 3rd technician.
  
   *******, I have the exact amount of time *** was on my property it was 1:29 when he got here and I have him recorded starting his truck and saying goodbye at 4:57. I have a lot of cameras here that adds up to less than 3 1/2 hours. At least your second technician was a little more honest this is the exact amount of time they were here.
  
  - My Reply:
  There are very few jobs that require 3 technicians, but if there were, our rate would still be the same $115 per hour.  The need for 2 men to lift 200+ pounds isnt a variable, but a reasonable requirement.
  
  We have GPS tracking on at all of our jobs. *** arrived at your driveway at 1:27PM and left your driveway at 5:05PM.  That is 3.7 hours. ***** was on site for the same amount of time and I paid him for that. But for the last 1/2 hour he wasnt doing productive work, so you were not billed for that.  *** put in the notes not to bill you for the last 1/2 hour or Kygers time on site as there wasnt anything for ******* to do at that point.  That is why there is a time discrepancy between Robs time and Kygers time. 
  
  Also, you will notice that I only charged for one technicians travel to your job (Quantity of 1, $129.00 service call).  That could have been times 2 since each technician was paid by me to drive to your job. However,when we are within 30 minutes of our shop, I try to just keep it to one service call.  You are 42 minutes from our shop,but I let  it slid anyways.  *** told you $2.35 per mile as that is our mileage rate outside the 1/2 hour radius from the shop.  If I charged you for the mileage incurred to me by your job, that cost would be 44 miles round trip (22 miles each way) for 2 trucks @ $2.35 = $206.80 for travel instead of the $129 service call you were charged.
  
  
  - From *********:
  The times I gave you were the time your technicians pulled up to my door and the 457 is the exact time *** drove away         I guess he had to make an important phone call right away. Maybe there was a lot of traffic and he idled in my driveway for 8 minutes.
  
        *******, I still feel scammed,I guess I dont know much about when you pull on somebodys property and when youre actually working.   I dont want to feel like I was ripped off, so would you consider 950 for my payment which would make me happy. I hope you didnt leave your integrity you had 10 years ago at your last job Northwest.
  
  - My Reply:
  I have been working in the construction and service work industries, working with my hands everyday for the last 18+ years and have learned a lot. I always do what I say I will do, I always charge fair market prices for our work, I dont over-promise and I always pay my bills.  I am sorry that I cant help how you feel,but I have laid out all the facts and you have been treated fairly.  We completed a job for you within the $900 +/- verbal ESTIMATE that you were given. We also completed the additional job of replacing your brush assembly,and yes, we charged you for thatI never ask my employees to work for free bedroom that would be an incredible lack of integrity.  If we would have just left the brushes until they wore out and your generator quit working, it would have been an additional service call for my company and probably with labor, travel and parts an extra $300+/- bill for you!  But thats not how we have ever done business.
  
  Please pay the $950 you say will make you happy, and I will write off the rest. My men and suppliers have already been paid and the costs to my business for your job are in excess of $950 so your prompt payment would be very much appreciated.
  
  **correction: because that would be an incredible lack of integrity
  
  
  - From *********:
  Thank you ***. I will try to pay the bill right now
  
  Hi *******, I couldnt get through the plaid account to pay. I did call Rocky Mountain power and left a message with my number. I will call first thing Monday morning if I dont hear from anybody today. Thank you
  
  - *********************** is closed on the weekend but please call on Monday.

  Business response

  02/07/2024

  Tell us why here...Hello,
  ******************************* hired us to complete a job for him and the job was completed.  His Generator is running properly.  He is not a mechanic and was disconcerted to see some of the "resin" residue chipped off of the stator.  ***, my lead technician was on site and called me to consult. I spoke with him while he was on site and the repair was completed and the matter was concluded.  ****** called and spoke with me the next day and we chated for over 45 minutes.  He said the generator was running but be was still uneasy about the resin.  He said he was likely goning to pose a question to a local FB forum and ask the general public's opinion about the resin.  I told him that he would certainly get mixed reactions on a public general information face book forum and that if he didn't feel comfortable relying on on my 18 years of experiance, he would certainly be able to call KOHLER, the equipment manufacturer, directly to ask them their thoughts.  To my knowledge, ********************* has not contacted the maufacturer.  After our conversation ****** seemed to be satisfied and said he was awaiting the bill.  Once he received the bill he again had a number of accusations and demands.  I agreed to reduce the bill but informed him that we could no longer do business with him because of the baseless acccusations he was making against my technicians.
  The flakes of cracked resin were in the stator when *** disassembled the Alternator assembly.  However, this is of no consequence to the generator as the resin was from the residue from wen the rotor was dipped at the factory.  There are plastic end caps that somtimes get resin on them.  It easily chips off and does not cause any issues.
  I have attached a picture taken of *********** Alternator and the chipped resin in quiestion.
  I have attached a copy of my technician, ***'s, voicemail that was left with ********* estimationg the job cost.   This VM is referenced several times towards the end of the transcript.
  And I have also attached a copy of the text conversation between me and *********.
  Below is the entire text conversation between ********* and myself.  I think it will demonstrate that we have done everything possible to help this customer:
  
  - Text conversation between ******************************* and ******************* of Rocky Mountain Power Systems, LLC- 
  
  - From ******************************* 11/15/23:
  Good morning *** my name is *********************; *** was here working on my generator yesterday and came to my door an hour later and said this generator still run and I said yes, I use it two or three times a day and he said I called to get you a price on a generator. Then you have all the hook *** here already and I said I don't have the money for a new generator. That's why I'm fixing this and he shows me all this stuff that's broken which if I use a generator every day and the thing is spinning out I'll see how it could be there so perfect I will send you a few pictures. Thank you for.
  *** knocks on my door and says he's done I walk outside with him over to the generator and the sides are still off and I see this big boat laying underneath and I said oh what's this and he goes oh it's for the starter. I woke over to the starter I have and it's not even close and he says it's metric it doesn't go to this, I had just change the oil in it a couple weeks ago and I bought wasn't there
  I will try and give you another call today. The generator smells funny now when it runs, I may put this up on ************ to make sure  I it's OK to run with that stuff broken off my son just turned eight in October and my other son is 11 I just don't want no fires. Thank you.
  Before I do any reviews with this information
  I would be very grateful if you could look into this   One of the first things. *** asked me the first five minutes if I was off grid and I said yes I'm completely off grid, I have no other source of electric.
  
  - My Reply:
  Good morning sir!  Sorry it took a bit to get back to you.  We had a bit of a catastrophe this morning with one of our team members that landed him in the *** I am looking at all of the information now.
  That bolt is used on the Rotor (not the starter) when we are removing it from the engine shaft. It's not a part of the generator, it's just used by the tech to help remove the rotor from the engine shaft.
  
  ~ I then called and had a 45 minute conversation with ********* ~
  
  - From ********* 11/20/23:
  Good morning ******** just wanted to keep you updated in the past two years I have never seen any resin chips in the bottom of the generator and in 13 hours. I have that many in the video I was wondering your opinion  I dont know if *** put it back together with them on or those are new. Thank you.  I also sent my conversation with *** and my email address I have still not got the bill. I know you said you were busy with the team
  
       My wife wants to post that review every day to Rocky Mountain power but I told her theres no free-speech there and she said his dad wouldnt be proud of him knowing this happened. There are probably ways you could put the review on peoples ******** accounts possibly   my youngest son just turned eight in October and my other is 11. She is worried about them just being in the dark.   I hope you have a great holiday. Thank you.
  
  - My reply:
  Good morning.  We will be sending out your bill for providing and replacing the alternator fan sometime next week.
  The resin that came off of the plastic lining on your stator is not something that should cause any issue or problem.  You would not have seen any resin chips in the past due to the fact that the chipped pieces were trapped between the engine mounting plate and the stator.  Once we took apart the generator and separated the stator from the engine, we found the broken shards of resin due to the fact that someone stuck a screwdriver into the fan blades 2 years, ago, and pieces of the fan went flying into the stator.  When we took the stator off the engine, the broken pieces of resin were then exposed and consistent with a fan exploding as described above. Its not at all unlikely that there would be some remaining chips in the generator enclosure after taking the stator off and putting it back on. 
  The resin coming off of the plastic lining in the stator should not be a concerned.  As I previously stated in our phone conversation, my bigger concern with the the generator as a whole, is that youve operated it without an alternator cooling fan for the past 2 years.  Heat is the enemy of electronics, and without an operational cooling fan, there could certainly have been some heat degradation caused in the stator and/or rotor coils.
  If you have further concerns about the resin chips, I would recommend that you contact the KOHLER factory for their opinion as the manufacturer of your generator.
  KOHLER Customer support:
  ************
  Or you can go to the KOHLER website to inquire:
  kohlerpower.com/en/residential/generators/send-us-a-message#
  
  - From *********:
     Thank you ***. for getting back to me and reassuring us. That was the main concern. I was never worried before, but this time I was seeing that resin. The screwdriver thing is a guess but it sounds good. I dont know how it broke. Thank you for getting back to me again and easing our minds. Thank you. Enjoy your holiday.
  
  - My reply:
  Okay.  You had told me in our phone conversation that your tenant had shoved a screwdriver into the fan while the generator was running, but however it broke 2 years ago, the result of a broken fan in the same. Sounds good.
  You have a great Thanksgiving also!
  
  - From *********:
  Hi ******** don't know if anyone stuck a screwdriver in the generator Those were my thoughts. I don't know how the fan could have broke  I remember in our conversation when you send me the bill. You're also going to send a price for a new generator.    Thank you again for getting back to us. It's very stressful living with a generator you're not sure about but your reassurance took away a lot of stress.
  
    Thank you again
  
  - From *********:
  Good morning ******** just looked at my bill and it doesnt say any details of the work you did its higher than *** quoted me on my voice mail can you please send me a detailed bill of what you did and that the Generator list and a quote for a new one please like we discussed. Thank you.
  Voicemail sent by my Tech, ***, to ********* estimating repair costs:
  I thought we were done with this nonsense. Please send me a detailed bill.
  
  
  - My reply:
  
  Good morning ***. Our shop rate increased from $115 per hour to $125 per hour effective Nov. 1st.  *** left you that message several weeks prior to this so he quoted you the hourly rate of $115 per hour.  Since he quoted you this, I will honor that and adjust the bill to $115 per hour.
  As invoice #**** states, we made a service call out on 11/14 (line item 1), we provided a new alternator fan per your request (line item 4), and a new brush kit per our recommendation and your approval (line item 5).  It took a combined total of 6.9 hours between *** and ***** to replace the alternator fan and brush kit (line items 2 & 3).
  I listened to Robs message and he made it very clear that the cost was an estimate, not an exact cost and he said it may be a little bit more, may be a little bit less.  The new total is $1,061.83 with our old hourly rate figured in.  I will resend the bill now.
  
  - From *********:
  Good morning *** yes *** said in his message 900 and he was shooting high.  In my first email I just had an invoice and couldn't read the details. The second email I just wanted a breakdown on how I was billed the email only has one price and no breakdown.  I know you are good with words and make things come out the way you want like with the screwdriver theory I dont know anybody put a screwdriver in there just a guess. Thank you for your time straightening out this matter.
  
  
  - My reply:
  Yes.  On the first email, you would have to click on the link to view/pay the invoice.  I went ahead and attached the invoice to the second email this morning so it would be easier.  Thanks!
  
  - From *********:
  Good morning again *** this is all Im getting in my email and when I click details nothing happens I just wanted to break down so I could see it please. Thank you.
  I am in like a node data area so my texts are going slow. I didn't see you had sent one until now.
  
  - My Reply:
  If you scroll to the bottom of the email, you will see the attached invoice.
  Once youre back to better data or Wi-Fi, you should be able to click the Pay invoice Button and have your payment processed their online. If that doesnt work for you on your device for some reason, you can call the office to make payment over the phone at ************.
  Thanks!
  
  - From *********:
  Yeah hi ***. I just looked at my detailed bill thank you. I see how you guys scam the people with sending sending
  Sending to technicians and then make it 230 an hour. Thats ridiculous. I wouldve been happy paying 850 what I thought it would be. I hope you can work this bill out so I can just go away and not call the Better Business Bureau every day to try and get my message out about this
  10 years ago when I met you you were such a nice guy. I dont understand how you couldve changed. Maybe its Rob.
  We feel like we were ripped off all the double wording, two technicians
  
  - My Reply:
  It requires 2 technicians to disassemble a 200 lb. Rotor/stator assembly.  Each technician is billed at $115 per hour.  I paid both technicians to be there as that is what the job requires.
  
  - From *********:
  Hi *******  When I listen to Robs message, it never says nothing about two technicians. It just says 115 an hour. Thats what I mean and he mentions mileage. I dont see that in them nowhere he says one thing and you say another.
  
  - My reply:
  Hi ***!  I listened to the message again also and he doesnt say one technician either.  He just says $115 per hour.  Thats because it is indeed $115 per hour worked. The number of technicians is inconsequential, its the hours required to complete a job
  
  - From *********:
  If you knew it required to technicians to disassemble the Generator, you shouldve included that in the estimate.
  
  When listening to **** message, he never says us or we he says me. I was under the assumption there was only going to be one technician. You shouldve told me in the estimate there was gonna be two technicians. I feel like you give shady estimates on purpose, and then overcharge.
  
  - My reply:
  Good morning ***! He was very clear about $115 per hour.  And that it would be time + materials. He said $900 it may be a little bit more may be a little bit less.
  
  That over the phone, ballpark estimate didnt include changing out the brushes.   When we got into disassembling your machine and found that your brushes were almost worn out, and we recommended replacing them and offered to do that while we were there. You agreed. The cost of the brushes were $59.42 + it would have take approximately an additional .75 - 1 hour of labor to install and adjust them.  At $115 per hour, the total additional cost for replacing the brushes that *** would not have figured into his over-the-phone ESTIMATE would be between $145.67 - $174.42. It seems that Robs $900+/- estimate may be a bit more, could be a bit less was pretty spot on accurate.
  
  In our line of work, there are many variables that contribute to how long a repair project take.  Everything from weather conditions, to road conditions,  to stuck bolts end up being a factor in the labor time/hours it takes to complete a job. When we give a verbal estimate, it is our honest best to factor all that in to the the best of our knowledge and experience, but at the end of the day, our hourly rate is $115 per hour (now $125), and you will be billed all of the labor + all of the materials required to complete your job.
  
  I wasn't aware of ***'s verbal estimate to you when I prepared your bill, but $900, not counting the replacement of the brushes, was almost exactly accurate!
  
  - From *********:
  I guess Im lucky your variables didnt include a 3rd technician.
  
    *******, I have the exact amount of time *** was on my property it was 1:29 when he got here and I have him recorded starting his truck and saying goodbye at 4:57. I have a lot of cameras here that adds up to less than 3 1/2 hours. At least your second technician was a little more honest this is the exact amount of time they were here.
  
  - My Reply:
  There are very few jobs that require 3 technicians, but if there were, our rate would still be the same $115 per hour.  The need for 2 men to lift 200+ pounds isnt a variable, but a reasonable requirement.
  
  We have GPS tracking on at all of our jobs. *** arrived at your driveway at 1:27PM and left your driveway at 5:05PM.  That is 3.7 hours. ***** was on site for the same amount of time and I paid him for that. But for the last 1/2 hour he wasnt doing productive work, so you were not billed for that.  *** put in the notes not to bill you for the last 1/2 hour or Kygers time on site as there wasnt anything for ******* to do at that point.  That is why there is a time discrepancy between Robs time and Kygers time. 
  
  Also, you will notice that I only charged for one technicians travel to your job (Quantity of 1, $129.00 service call).  That could have been times 2 since each technician was paid by me to drive to your job. However, when we are within 30 minutes of our shop, I try to just keep it to one service call.  You are 42 minutes from our shop, but I let  it slid anyways.  *** told you $2.35 per mile as that is our mileage rate outside the 1/2 hour radius from the shop.  If I charged you for the mileage incurred to me by your job, that cost would be 44 miles round trip (22 miles each way) for 2 trucks @ $2.35 = $206.80 for travel instead of the $129 service call you were charged.
  
  
  - From *********:
  The times I gave you were the time your technicians pulled up to my door and the 457 is the exact time *** drove away         I guess he had to make an important phone call right away. Maybe there was a lot of traffic and he idled in my driveway for 8 minutes.
  
        *******, I still feel scammed,I guess I dont know much about when you pull on somebodys property and when youre actually working.   I dont want to feel like I was ripped off, so would you consider 950 for my payment which would make me happy. I hope you didnt leave your integrity you had 10 years ago at your last job Northwest.
  
  - My Reply:
  I have been working in the construction and service work industries, working with my hands everyday for the last 18+ years and have learned a lot.  I always do what I say I will do, I always charge fair market prices for our work, I dont over-promise and I always pay my bills.  I am sorry that I cant help how you feel, but I have laid out all the facts and you have been treated fairly.  We completed a job for you within the $900 +/- verbal ESTIMATE that you were given.  We also completed the additional job of replacing your brush assembly, and yes, we charged you for thatI never ask my employees to work for free bedroom that would be an incredible lack of integrity.  If we would have just left the brushes until they wore out and your generator quit working, it would have been an additional service call for my company and probably with labor, travel and parts an extra $300+/- bill for you!  But thats not how we have ever done business.
  
  Please pay the $950 you say will make you happy, and I will write off the rest.  My men and suppliers have already been paid and the costs to my business for your job are in excess of $950 so your prompt payment would be very much appreciated.
  
  **correction: because that would be an incredible lack of integrity
  
  
  - From *********:
  Thank you ***. I will try to pay the bill right now
  
  Hi *******, I couldnt get through the plaid account to pay. I did call Rocky Mountain power and left a message with my number. I will call first thing Monday morning if I dont hear from anybody today. Thank you
  
  - *********************** is closed on the weekend but please call on Monday.

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