The service agent was on time and professional. He was told that the thermostat was not properly working. He diagnosed the problem that it was defective and sold us a new thermostat for over 230.00. I looked up the part and found the retail value was 38.00. I then contacted the manufacture of the old thermostat and found it was not defective but just in the locked position. I spoke with the service manager, Stevie about the charge, ask for the break down of the cost. part, labor and tax. He stated it was all rolled together and the pricing was based on that "I was not a friend of the company." I then ask that the owner of the company contact me. I never received a call from the owner but did receive a message from the service manager that he would stop by and pick up the new thermostat that was not needed and I will receive a credit. He did stop by and was given the part. We will see if I receive a credit
RESPONSE FROM Frymire Services, Inc.:
Shortly after the customer called to note his dissatisfaction, he reinstalled his old thermostat and returned the new thermostat installed by Frymire. Frymire refunded the customer the full charge, diagnostic and installation as well.
Frymire want to address both the authorization and pricing to install a new thermostat. The installation was authorized not only once, but twice both the estimate and invoice, with a signature on each. We aware not aware the person residing at the residence was not authorized to approve. Regarding our pricing to install: the thermostats we sell are professional grade and are not the same as models sold at retail. Our models have more features and a greater warranty.
In respect to the customers complaint about our pricing, we as a company strive to operate to the highest professional standard and provide the best possible customer service at a fair price. When our professional service technician or plumber arrives at your door, many costs have already been incurred just to get him and our truck to your location -- ready and able to complete the job.
Frymire Services celebrates more than 60 years in business is locally owned and operated. The company holds a Master license in HVAC, Plumbing and Electrical. Our technicians and plumbers have weekly technical, customer service and medical training and we take pride in the quality and efficiency of their work. Frymires dedication to employees, community and customers is top notch. We do realize that others may be offering lower prices (and usually with lower customer service and lower warranties), and we have also seen others at higher prices too.
In recent years we've seen profitability in our industry steadily shrinking and many service companies closing doors or declaring bankruptcy. Our employees earn a fair wage that not only includes salary, but also social security, medical benefits, disability insurance, 401k, holiday and vacation, uniforms, trucks, fuel and vehicle maintenance, training, tools and inventory. All of that and more before we even begin to recover substantial overhead costs such as support staff (and their salaries and benefits), building rent and utilities, business insurance, taxes and many other items to ensure customer and employee satisfaction.
Our prices accurately reflect our costs and enables Frymire to continue as healthy ongoing business concern, serving our customers and community with the highest possible level of service.
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