Ray K. in Calgary

I called for the "free service call" while I was at work. Had my mother looking after my kids meet them at my house. The free service call went from free to $904 with out any notice or contact with anyone before or after regarding the actual service to be completed, this despite my moms repeated requests to know what was wrong or what it might cost me. Nothing signed before or after by anyone at any point. They told her it would be "expensive" but didn't know how much. Had my mother not been there to phone me at work to tell me what had happened I wouldn't have even known the repair was completed until I received the email bill. They made no attempt to reach out to me at any point to advise me what was the issue. The second issue here is that they charged $750 for a part that is readily available throughout the city for about $60-$100 over the counter... thats retail price depending on where you go, so you know she paid less. Her claim is that the parts place was closed and they opened up just for her to get that part and therefor had to pay $100 fee...which is in my opinion a not true because I have in an email where she said she phoned them but got put on hold for a long time and figured it might be quicker to just go there. The fix was about 20 minutes labor not counting the time spent obtaining the part and diagnosing. They spent about one hour on property including the diagnosis and repair. And by they I mean they sent two technicians...which is strange on its own to double your labour costs for no reason which is probably why she shot for the moon on the parts price. Her response when I requested some explanation was that its not her responsibility to provide estimates unless requested and if I wanted to know I should have contacted them before they did the work...which is an absolutely ridiculous assertion since with out their contact I would not know where they are at in the process and in fact my mother specifically asked multiple times what was wrong with it and what would it cost. They left the house saying they had to go to the parts place to get a price on the part but when returning they still wouldn't provide a price to her...she assumed they were still figuring out what to do. They went back into the furnace room and when they returned a short time later they told my mom, Its all fixed up we will send a bill to his email. In her email correspondence with me she was condescending, unproffessional and indifferent to the situation she had put me in, never defending her fees from a business perspective or trying to have me understand why she was trying to charge that rate on the part, but rather trying to force me to pay. Instead of negotiating a fair rate on the part she just threatened to put a lien on my property...which is where we sit today. Diane is, in my opinion and experience, hands down one of the most unprofessional and difficult people I have ever dealt with.