Business ProfileforJay Young Plumbing, Heating/ac LLP

12/18 I called and explained the need to have a gas line fixed. I explained that if it was going to cost thousands of dollars we would need to make payments. She assured me they would work with us. 12/21 the guy came and laid the new line. I called the office and asked what we needed to do to settle our account and again asked about payments. She said she would call back. 12/28 she called and asked for the $1950 we owed. I reminded her that we talked about payments. She said we couldn't make payments. I reminded her of our previous conversations when she assured me that they would work with us to pay it out. She said it was "standard procedure" to apply for financing before anyone came to the house. I told her I have no way of knowing their standard procedures. When she had previously assured me they would work with us to pay it out, I assumed we would be billed and then set up a payment plan. She said when you go to the doctor they expect payment at the time of service. I told her when I tell them that I can't pay thousands of dollars, they give me options on how to pay. Its their job to inform me of the process, which they do. She said she could have the owner call me. I told her I would like that. I expected to hear from the owner that afternoon but didnt. Within the hour, I opened our banking app and found that she had charged my husband's credit card! Neither my husband or myself had authorized payment but she pulled the card from a previous job they had done for us and charged the entire $1950 without our authorization! 12/29 my husband called to ask her about the charge and she hung up on him. Being a holiday week, we have not pursued this further but next week we may try going to the office to request to speak to an owner just to make them aware of the situation. We would have paid the money but they need to know that she messed up, took money without authorization, and refused to let us speak to them. There is more to the story but I'm out of characters!

We sincerely apologize for any mis-communication on our end. It is customary to offer the financing option (which is through a 3rd party financing company) to any customer that relays to us that payment is an issue. However, we do expect the customer to initiate and to convey to us if they are interested in the financing. At this point we would give the customer all of the pertinent information so they can decide if they are interested. The customer had an emergency situation with their gas line. We urgently sent our Tech to analyze and quote the price. The customer stated they would do their own digging to save on the cost. As soon as they did their part, we urgently went to work and completed the job. Our office called the Mrs. to ask for payment. The customer stated , "I guess I need a payment plan". Our office informed her that she never confirmed with us that she wanted to actually apply for the financing, which would have been given at the time of booking the service. The customer became very angry and began arguing. Our office told the customer that she would speak to the owners in regards to the situation. The customer continued to raise her voice and said that she was not going to pay the bill, then she hung up on the office call. It is our policy to take a credit card up front in order to guarantee payment after services are rendered. When we take this information, we inform the customer that this information is put into our secure processor in order to guarantee payment, current and future. Since we were unable to finish the conversation with the customer and were unable to confirm payment, we charged the card on file for the services rendered. The next day, the husband called and began yelling as he repeatedly cursed at our office staff.We regret that the customer feels that there was a dis-service done in regards to the explanation of the financing option. Again, we do apologize for the mis-understanding and we will improve our policies to be sure this does not happen again in the future.