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First of all, I deeply apologize for your poor experience with our online chat service. We conducted a 2 month trial period with a 3rd party chat service who are "industry experts". I admit they weren't very smooth and so I terminated the service. We're working with another chat software vendor now which will utilize our own employees - hope to have that live in July.
Next I'd like to clarify how we charge for our services. We bill a $49 service charge to get the tech to the home as legally we have to pay him for his time. He'll spend a small amount of time diagnosing the system and determining what needs to be done - whether it’s a repair or simply a tune-up. He needs to see the unit before he can establish a price to service. Even the price of tune-ups can vary. Some units are maintained regularly and others are not. Obviously it takes longer to clean and service an AC unit that hasn't been serviced in a while vs. a unit that is maintained annually. When the client authorizes the charge for the service, the tech will waive the $49 service charge.
With respect to your actual service call, I'm sorry but I don't believe your tenant accurately relayed what happened. I personally spoke with Paul, our technician, and I'm told you were not present at the time of service. A male was at the home, who we understand was your tenant? Paul went outside to the condenser, inspected the unit, then issued his price to service. The price he quoted was $305, not $350, which I'll admit is the highest charge we have for an AC check and service. It was evident to Paul that the unit had not been serviced in many years and it was going to take him a couple of hours to service it correctly. We're not a company that simply sprays out the condenser and calls it good. For AC units we have an 11 point tune-up, and your unit needed to be chemically cleaned if he was to do the service correctly. He quoted his service after viewing the equipment, and at that time the male who let Paul in the home called you for approval since you were not on site.
. Kristen, I'm very sorry our pricing wasn't accurately relayed to you (both by our own people and your tenant), and I hope you give us another chance to better impress you. As mentioned on Google and the other platforms where we have reached out to speak with you Please feel free to call me at 303-757-5661 if you would like to discuss this further - I would be happy to speak with you personally.
Greg Palmer, President & CEO
Bell Home Solutions