BOB'S HOME SVC CO

I have been contacting the business since March 10, 2019 trying to get an itemized bill. The billed hours and my records don’t match. I was initially told the job would be performed in one day and it would take about 2-3 hours. Instead, we were without heat for about two weeks, including the coldest night of the year. In the photo is the bill that was sent in the mail; it lists ten hours of labor but there is no itemization (see photo). I contacted the business, requesting an itemized bill. The second bill still has no itemization (see photo). The only difference is that the ten is broken down to 6 hours (with Technician B’s name) and 4 hours (with Technician A’s name). Below are the emails between the owner and I about the itemized bill; other emails were exchanged such as when the technician did not arrive and missed scheduled appointments. As you can see, several times I email and many days pass with no response from the business and I email again. As of July 8, 8pm I had not heard from the business and decided to post this on Angie’s List. March 10, 2019 9:16 pm Me: “I received the bill in the mail. Would you break down the labor hours as it doesn't match the hours the workers told me? Thank you.” March 28, 2:29 pm Me: “Am following up as didn't get a response to email sent Thank you” March 27, 2:36 pm Owner: “Oh, let me look back to your old email! I have been out sick for a while!!” April 1, 4:01 pm Owner: “Here is the breakdown on the billing for the heat exchanger. {I removed the two workers names here} gave me their hours, plus freight from the manufacturer. I believe the hours were additional, due to the extra part that was needed once the heat exchanger was put in and still wasn't working they way it was suppose to be. I hope this helps, please email me or call me if you have any additional questions.” April 4, 5:18 pm Me: “Could you provide a more detailed breakdown of who did what on which days? The numbers don't match my records. Thank you.” April 25, 12:06 pm Owner: “I sent breakdown, do you have an idea of when you will be able to pay balance?” Apr 25, 2019 8:50 pm Me: “Thank you for your response. I responded to that email requesting additional details. Would you please break it down by who did what, what day and what hours? What you sent to me doesn't match my records. Perhaps two repair records have been confused? Please recall that the second worker was sent in because the initial work performed was done incorrectly and thus had to be redone. That second worker realized it was misdiagnosed (the original noise I called about continued along with no heat) and additional parts were needed. He arrived to install the additional parts only to realize that one of the ordered parts was not in the box; that error required another visit. I understood that I would not be charged for the incorrect work and errors. Because of those errors we were in an unheated house for multiple days and nights. As I told you on the phone, your workers were very polite. Once the second worker obtained the missing part that was left out of the box, he completed the work and answered my questions. He was very nice and I appreciated that he correctly diagnosed the problem and fixed it. Although the delays were unpleasant, your worker was very apologetic and I understand that there were a high demand during that time period. Thank you.” Apr 26, 2019 10:14 am Owner: “Got it, I will speak with the mechanics Monday morning and get back with you soon! Thank you for your response and have a good weekend! I will email you Monday!” May 20, 2019 6:16 pm Me: When do you think you can email me the corrected bill? Thank you. Again: Would you please break it down by who did what, what day and what hours? What you sent to me doesn't match my records. Perhaps two repair records have been confused? Please recall that the second worker was sent in because the initial work performed was done incorrectly and thus had to be redone. That second worker realized it was misdiagnosed (the original noise I called about continued along with no heat) and additional parts were needed. He arrived to install the additional parts only to realize that one of the ordered parts was not in the box; that error required another visit. I understood that I would not be charged for the incorrect work and errors. Because of those errors we were in an unheated house for multiple days and nights. As I told you on the phone, your workers were very polite. Once the second worker obtained the missing part that was left out of the box, he completed the work and answered my questions. He was very nice and I appreciated that he correctly diagnosed the problem and fixed it. Although the delays were unpleasant, your worker was very apologetic and I understand that there were a high demand during that time period.” May 25, 2019 8:11 pm Me: “Any idea when you will be sending the corrected bill? thank you.” May 29, 2019, 3:31:59 PM Me: “Will you help me resolve this billing error? I've emailed you many times asking for a detailed bill listing hours worked (on what days), by whom, and what was done. I realize that you are very busy but it would be great if we could resolve this problem. The hours listed on the bill you emailed don't match my records. Perhaps the work done at my house has been confused with another job? Or there was some sort of miscommunication with your technicians? First, please recall that technician #2 came in as the work done by technician #1 was not done correctly. The first time technician #2 came out he said there was nothing he could do as he would need to redo what technician #2 did and would need additional parts. He said it had been misdiagnosed and was not done correctly. I had questioned technician #1 before he left my house as the problem I had called about (noise) was still occurring. He said it would stop once the furnace had been running a while. The furnace stopped soon after he left. He told me to call him if there were questions. I called but there was no answer and the recording said his mailbox was filled. I sent him three texts and none were answered. I called the office and technician #2 was sent out. Again, technician #2 came out because technician #1 did not do the work correctly. The current bill is charging twice for the same work. Second, when technician #2 came with the other parts he told me that the place where he picked up the parts had not put all the parts in the box. He installed what he had but there was another delay in getting the furnace fixed because he had to return another day because of the missing part. The current bill is charging for the error of the missing parts. Please recall that it took several weeks to fix the furnace because of these errors and we were without heat. One of the days was the coldest day of the year. Based upon the actual work done, the bill should be $574.75. How can we move forward on this? I'm a member of Angie's List and can ask them to mediate if you prefer? I would like to send payment to you asap. Thank you” May 29, 2019 3:45 pm Owner: “I have been out of town and sick, I apologize for the delay. I will work on this, this afternoon, and finalize with the guys. {I removed the name of workers here} are really the ones who really need to sign off and trying to get them together has been difficult. I will work on this by the end of the week!” Jun 23, 2019 6:55 pm Me: “When will you send the corrected bill? To have Angie's List mediate the issue for us, I have to post an F grade for your company and detail all the issues with service (i.e., scheduled day for service and no show), detail the problems with billing and detail the repeated emailing. Even when we resolve the bill, the F grade remains posted. Therefore, I would like to resolve this before posting a F which will remain permanently for your company. Thank you” Jun 23, 2019, at 10:42 PM Owner: “The mechanics who fixed your units tried two different times to go over your detailed billing. I am not in the office, because it’s 1045. The last message stated, when can you be available for a phone call.

We had water dripping from both our AC drain pipe and the main stack itself. Chris installed a new drain line as well as re-wrapped the coolant lines. Everything worked extremely well and has not been dripping since. The team over at Bob's service were awesome to work with. They were very punctual and on time to everything. They even came back the next day to ensure that the repair was working as expected.

They took care of me right away and I was happy with them. They knew what they were doing. I would use them again. They had to make a couple of trips. It was fine.

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He responded quickly to our call, and came out on time, and was very professional

He was really good. His prices were wonderful compared to others in the area and he's been doing business for 40 years. He called ahead of time and he was even here earlier than he said. I got a ten year on parts and one year on labor warranty. He took away the old equipment and installed a 3.5 ton air conditioner. I got a quote from them for fixing the coil as well and that was more reasonable than another company who came out.