Paul at Orangutan Home Service
Tempe,#2REBUTTAL Individual responds
Thu, March 08, 2012
I'm Paul from Orangutan Home Service. I do remember speaking to this customer on the phone, and, in our defense, the customer asked how much it would cost him per pound if he needed R-22 refrigerant. After checking with a supervisor and going over his account information, I was told because he has an active maintenance agreement he would be getting it at a 50% discounted price.
I relayed the information to the customer and advised him that it would be $50 - $80 a lb. (but I did not tell the customer that that was the price AFTER his discount. The customer was not happy when we charged him $80 per pound, but the going price for a lb. of R-22 Freon from our company at that time for a customer without a maintenance agreement was around $160 pe lb., at the same time confirming that you did receive the discount.
Furthermore, R-22 refrigerant has been on a schedule to be completely removed from use and replaced with R-410a systems. Ever since this started on January 1st, 2004, the price of R-22 has steadily climbed over the months and years and R-22 cost is not going anywhere but up. As of January 1st 2012, because of the phase-out schedule, the price of R-22 has increased to 400% of the original price. So, though the customer may have thought that the price seemed steep, he may have been unaware of the circumstances surrounding R-22, it's phasing out, and dramatic price increase.
If I, on behalf of my employer, am guilty of anything here, it is that I did not inform the customer the original price I gave him, "$50-$80" was AFTER the 50% discount. This customer was not charged at a differently that any other Maintenance Agreement holding customer at our company, and I apologize for not being crystal clear over the phone. I was only giving the customer the price per pound that he would have to pay being that he already had a contract with us.
-Paul