I work on the Customer Service side of my office. We install Filters so that no Leaf gets inside of your gutter. I work in the field and I’m supposed to go to the customer’s home and fix any issues with their install.
I had two sites to visit today: one in an exclusive golf HOA and one at a low income townhouse complex.
By some metric that I’m still unaware of, we sometimes charge a service fee of $95 for us to come out and service the system despite the install having a lifetime warranty. A lot of customers refuse the service fee while citing the warranty. Whether or not we impose the fee and whether or not we accept refusal seem to be completely arbitrary.
Both houses I went to today had a service fee involved.
The gentleman at the putt-putt club refused his fee and the refusal was accepted (mind you, there’s also an exact change only entry fee to come into the HOA despite me having a contract for work).
The lady living in the low income housing also refused the fee and the contract reflected as much in the space where the charge is typed. Manager was adamant about be doing a U-turn to go demand payment even after I brought this to her attention as well as me stating that the nature of her complaint was due to a poor install (our fault, not the customer’s).
I’m often told that the service fee is to offset gas costs. Tiger Woods lives 1.5 hours from the office. Old Jamaican lady lives 10 minutes away.
I have acknowledged my ignorance on how fees are imposed and refusals accepted, however, I find this to be very coincidental especially since the Jamaican lady had a very thick accent.