Hi all:
I'm a homeowner with a quesiton about a recent service visit. If this is the wrong forum, I apologize in advance.
I recently installed a 1-ton Sanyo mini-split unit in a new bonus room addition. I called a local HVAC service company to hook up the lineset, vacuum the lines and check the refrigerant (R-410A). I have done business with this company for over 10 years and have generally been pleased with their work. When I called, I described exactly what needed to be done, and gave them the manufacturer information for the unit. When the technician arrived, he admitted he had never installed a mini-split before, but also said they were going to start selling them. Prior to vacuuming, the technician determined that he did not have the correct adapter to hook his vacuum pump to the unit. He left to go buy the correct fitting. He was gone for about an hour (may have been less if he waited to ring the doorbell when he returned). When all was said and done, the visit took a total of 3 hours, including the time he was gone to get the fitting. When he wrote 3 hours on the ticket, I indicated that I shouldn't pay for the hour he was gone. He verbally agreed that I shouldn't have to, but said he had to account for his time. I wrote a note on the ticket to that effect (that he was gone for 1 hour out of 3), and initialled it. The technician initialled it, too.
Got the bill yesterday. Sure enough - 3 hours labor at $65/hour. I called the service company and eventually got to the service manager, who said the following:
1: GPS records indicate he was gone for 24 minutes. Okay - I can't prove otherwise.2: The adapter he bought probably won't ever be needed again, since they don't install Sanyo units. I argued about this one, but he said anything they sell wouldn't need an adapter and that mine must be different somehow. I told him to send me the adapter so that I would have it for the next visit.
3: They didn't charge me for the use of the vacuum pump like other places do. Huh?4: If I had called and asked for an install quote, the price would have been much higher than $195.
So basically, he refused to reduce the labor charge. He implied that because I did the mounting and electrical work myself, that I should expect to pay for their technician's time to track down an adapter. I think he was pissed because he didn't get to do the entire install (for which they and other places wanted $3000 - $3500 to do). I don't understand this attitude because he got all of the job that was available, and I could have taken my business anywhere.
Am I being overly picky about this? It just doesn't seem right to pay for the guy's labor for getting an adapter when he came unprepared to do the job. How would you have handled this situation as an installer? Ultimately, assuming the guy was truthful about the GPS records, we're only off by $32.50, so I don't plan to fight it any more. I'm just wondering if I should shop around for another service outfit next time.
Regards, John.