comments

This customer joined our 1st Service Club program during service on 5/31/13. This membership does have 1 year commitment which is outlined on the signup form and the customer signed the form indicating "I understand that the monthly fee will continue until a written notice of termination is received by mail or email." The monthly billing began on 6/30/13 and was charged on the 30th of each month thereafter. During membership, this customer received a 15% discount on 3 service calls (5/31/13, 7/9/13, and 7/23/13) and utilized their free AC Start-up & Safety Inspection as part of their membership (6/7/13). All parts used during membership also received a 2 year warranty (standard is a 1 year warranty on parts). We received a call on 8/13/14 requesting that membership be terminated, we submitted the termination paperwork to our accounting department and membership was terminated on 8/15/14. The last charge was on 7/30/14, before the request for cancellation was made. As the last charge was processed on 7/30/14, it is possible that this was reflected on an August banking statement depending on when the billing cycle is for this customer. We record all inbound and outbound calls and we have verified that the conversation for cancellation was on 8/13/14, the last call before that was during service on 7/23/13. We do apologize for any confusion and try to make the details and benefits as clear as possible on our paperwork and our website. The benefits members receive between the 15% discount on all service, the free annual inspection, the extended parts warranty, and priority service is enjoyed by over 1,000 members and easily covers the cost of membership for most members.

Done Plumbing commented on 09/17/2014