ComplaintsforMcMillon Electric Company, Inc.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Service date of 8.15.2023 Note appointment was made for 10:00 am for 8.16.2023 Received call back stating they could go ahead and come 8.15.2023. No indication given that a high fee would be charged. Also acknowledged they had canceled a previous appointment at the last minute so they wanted to make sure they took care of things Call ended up not taking tech long as another issue identified immediately. At end of service call, technician demanded 310.31 but refused to provide a copy of invoice. Kept insisting I use his device to key in my card info. I advised I would only be able to a portion until such time I had invoice with details. The technician became very upset and was scary with safety concerns. I explained to him I had to speak with someone from his office before proceeding. Even as late as today, no one from their office will return calls to discuss. I did end up receiving a statement in the mail. I would like to get this matter resolved but hard to do so with circumstances. The charges were exorbitant. I would have expected 200.00 but certainly not over 300.00. And the fact he immediately came in to say it wasn't his problem. Please provide advice on next steps. It goes without saying that once this is resolved there will not be any repeat business with this company.

  

  Business response

  11/06/2023

  On August 15, 2023, our on-call technician received a call at 9:16pm from the customer (***** ********) stating that she had a problem with her air conditioning unit located at *** **** *** *** *** ******** ** *****. The customer explained to the technician that she thought the system had frozen over and would like for us to look at it since we had just serviced the system on August 1, 2023. Our technician tried to schedule an appointment for the next morning to allow time for the frozen over unit to thaw, which is a standard practice for this situation as to not force thaw the system and potentially create water damage. The customer was unhappy with having to wait until the next day so the technician mad provisions to check the system that night. The technician had just used his entire truck supply of refrigerant, which is a common cause of a frozen over system, so he had to return to our warehouse located approximately 30 minutes from his current service call and approximately 30 minutes from the customers location in ******** *** The technician arrived at the customers location at approximately 10:23 pm. As soon as he walked into the room that the air handler unit was located, he noticed that there was water in the floor and that the building floor drain was not draining out. The technician inspected the unit and noted that there was no ice frozen over. The technician then explained that the floor drain is part of the building plumbing system, and that the customer would need to have a Plumber to take a look at unclogging the drain. The customer then requested that the technician check the system refrigerant levels to be sure that nothing was wrong with the system. The technician did check the system operation and the refrigerant pressures to ensure proper system operation via the outdoor condensing unit located on the roof of the covered porch. After ensuring proper system operation the technician created an invoice on his mobile device which is linked to our appointment and billing software. The invoice was for a total of $290.00 plus state and local sales tax, $170.00 for the After-Hours Diagnostic Fee and $120.00 for 1 Hour of After-Hours Service Labor. At this time, he requested payment from the customer for the service provided and was denied due to what the customer described as exorbitant. The customer explained that she would like to speak with our owner before agreeing to pay any service fees. Once payment was declined the technician left the location.
  

  The very next morning the technician explained the situation to management and indicated that the customer would be calling to negotiate the charges. The invoice was held for two weeks before being mailed to the customer. We did find after the fact that the customer did call the two days following the service and left messages for what was thought to be the voicemail of our owner, but due to a new phone system and voicemail boxes set incorrectly the message were never received. Upon review of this information and this complaint being filed we have notified the customer that we have credited the invoice for the full amount and asked that they no longer call us for service.
  

  
  

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