BSE Mechanical

I am the office Manager here at BSE Mechanical, I am sorry that you feel that our company has “taken advantage” of you. I have looked into your issue by speaking with the technician and dispatcher. I have also listened to the recorded phone conversations that you had with our dispatcher. I do not feel that you were not taken advantage of in any way. When you booked the call yesterday, you asked the dispatcher for an estimated price for the repair. She informed you it would be somewhere between $320.00 - $420.00. You said ok, and said you would see us today and that if something changed you would call us back. We did not receive a call to cancel the appointment so the technician came to your house this morning. While on site, before the repair was made, the technician confirmed the cost of the head repair. He also gave you the option to change the entire body, instead of just the head, and informed you it would cost an extra $100.00. You chose to just change the head so that was the repair he made. In your review you claim that the fee was “just to step in the door, nothing else at all. No evaluation of the problem or anything at all is included in that.” This claim is inaccurate, while listening to the recorded phone conversation I heard the dispatcher explain to you that the $145.00 fee was for us to come to your home and to diagnosis the issue. On your invoice you will see it lists General Diagnostic/Dispatch Fee $145.00 and the cost to replace the zone head was $175.00. This is the valid price for the service you received. The price you were quoted before we came to your home was between $320.00 - $420.00, your invoice was for $341.20, including tax. Our company was up front with you about the cost of the repair before we came to your home and the work we performed was within the quoted range. If you felt that you were being taken advantage of you could have cancelled your appointment and had another company come and perform the work. I understand that you feel it is “absurd” because the technician was only there for about a half hour to make the repair and you feel the part costs $25.00. Please consider that the company is not only using the money from your call to pay the technician for his time at your house, we are also paying the dispatchers who answer your calls and schedule your appointments in a professional timely manner, the parts technician who makes sure that we have the parts we need in stock and the fuel and insurance on the vehicle the technician is driving. We have been servicing this community for 17 years and care very much about our customers. As you mentioned you have used us before for other projects you have done. Therefore, you know that we have addressed other complaints that you have had in the past in a professional timely manner even when they were not our fault. I am sorry that you feel that your final experience with our company was not a good one. I wish you all the best, I hope that you are able to find a new contractor that you feel you can trust.