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Posted on
10/23/2011
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Excellent repair service, but pricey on parts
We have used this company twice for repair work. In both cases, the service was fast and completed reliably. They do not want payment at the time of the repair, but e-mail a bill a few days later. In both cases, we were taken back by the final price of the bill in comparison to the rough estimate quoted over the phone. This last time, the parts probably could have been purchased retail for less than $10, but the invoice showed $55 for parts. Bottom line try to get a firm quote (good luck) or expect to pay more than what you've been told over the phone. Yes e-mailed invoices are convenient, but also a convenient tactic of not having to face the customer with an exorbitant overcharge on parts.
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Rainfall Irrigation Inc. replied on
10-27-2011
As a small business we value the customers we serve and take all comments and feedback as a link in maintaining a direct line of vibrant communication. We hear and understand your frustration in the experience that you have had with us. By you being a repeat customer this is the first indication that you were not pleased with our process and billing.
Every call goes through our central office so that our service techs have a full understanding of the customer needs. During that initial call, it is explained to each customer, our labor cost, the process in which we do billing and the service tech that will service their system. As for giving a quote on the repair/s, yes you are correct, we do not provide a quote on the repair due to our lack of knowledge pertaining to the facts involve for the repair. We have given estimates in what it may cost, but that within itself is NOT the final cost of the repair. As in your service repair calls, we did our best to set your expectations of our process and the labor cost plus parts which are commercial grade.
You stated that the parts we used could have been purchased at a retail store for less than $10. As a consumer and a do-it- yourselfer, the chances of you finding what you are looking for at a much cheaper price are great. However, you do get what you pay for. As I mention above, our product are commercial grade, guaranteed and warranted. There is no comparison to what you can purchase at your local retail store.
After you made your dissatisfaction known to us through email and explaining to us, in that email, how you had been unemployed for over eighteen months and your wife was only working three days a week after losing her job, we understood your frustration and dilemma. Within minutes, we discounted your overall invoice by $25 and ask you to only pay the revised invoice amount. Even with us reaching out to help you by reducing your invoice, you still felt the need to direct your frustration at us.
We are committed to providing all our customers with top reliable services and the best in quality parts. We have always and will continue to be open to our customer’s suggestions, feedbacks and be the first to do what we can to resolve the issue/s or make improvements. Building our network of loyal customers and new business are the things we work hard on every day.
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