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Complaint Details
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Initial Complaint
08/03/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I hired them yesterday 8/2/2022 to come check my air conditioner. I was given a time frame of 12-4pm. When I learned that they had not come at 4pm, I tried to call them, they were closed! I left a not so polite voice mail about their lack of communication. I never got a text message about them coming, so I hired another company. LM showed up after 5pm, I didnt even know it was them, I thought it was the second company I hired. The guy was extremely dry with me, never apologized for the confusion. I let him come in and look at my system, he gave me a quote that was higher than the quote of the second company so I sent him on about his day. He was in my house less than five minutes. I got a call from them today 8/3/2022, asking what happened, I told the lady what happened and I got off the phone. Next thing I know...I GOT A BILL FOR 98.64 FOR THIS MAN COMING TO MY HOUSE LATE AND STAYING FOR LESS THAN FIVE MINUTES!!!! I called the business to dispute the charge and I professionally began to state my case, the lady was obviously upset about my review, CUTS ME OFF THEN BEGINS TO YELL AT ME!!!! I should not have to pay this bill as I had no way of cancelling the tech and I was not even informed that they were still coming. They did not show up until AFTER 5pm!!
Business response
08/03/2022
The customer scheduled a service call for the afternoon of 8/2/22 and requested the last call of the day as she was at work and her 14 year old son was home alone. We scheduled her at the end of the day and informed her that her technician SHOULD arrive between 12-4pm but she will receive a text notification when the technician is in route and the customer found that satisfactory. The technician did finish the service call prior to hers later than expected and text the customer that he was on the way around 4:57pm, which our system verifies. The customer did not reach back out to him to cancel her service at that time. When he arrived at the house at 5:10pm, she greeted the technician angrily and informed him that she had called another company- but instead of ending the visit there (which is when we would’ve normally waived the charge for her), she invited our technician in to take a look at the problem and to give her an estimate for repair, which is what our technician did and what a diagnostic fee is. The estimate our technician gave her was evidently higher than what she had been quoted with another company and at that point, then declined service and dismissed our technician. It was then that she went to ****** and posted all distorted facts of this matter, inflating the amount of our estimate for repair and exaggerating the lateness of the time our technician arrived. Our office hours are posted on our website and on ******, both say 8am-4pm. We also have a 24 hour answering service that the customer could have canceled her appointment with after normal office hours but she chose not to do that either. She allowed our technician to come to her home, give her the diagnostic and estimate for repair, dismiss our company, not pay our company, badmouth our company, and then email our company hateful messages- all because he ran an hour behind our targeted arrival time, which wasn’t guaranteed in the first place. We’re people and we’re not perfect so inevitably we make mistakes- but when we make those mistakes, we typically do our best to make it right. The customer here didn’t give us that opportunity- in fact she took that opportunity from us. We provided the service she was charged for therefore we believe we’re entitled for payment of that service. We’re a small business, not a huge corporation. Times are tough for everyone these days. Thank you for your time.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.