I work for a company and today is my day on call, this is emergency after hours service and it is said that way on the machine and by the answering service.
Lady calls and says "... can you come out and check my furnace? last week another company said it has a bad heat chamber thingy and the home warranty company wants a second opinion."
I said " no problem, our weekend rate is $$ and it is travel plus time on site and since you are a new customer it will be payment upon completion. If the heat exchanger is bad, there is nothing I can do for you until at least Monday."
Lady " well you have to call the warranty company while here and tell them or they won't authorize repairs and I need you to guarantee me that you will install a new furnace TODAY."
I repeated that there is no way to install a new unit today, we have an install dept and I do not know their schedule, but Tuesday would probably be doable. I also said that any time on site is chargeable, so if I am on hold with the warranty company you/she is responsible for the charges.
Lady " well I guess that you don't want the job, I don't want to pay you if there is no way to install a unit today and I guess you don't care that my toddlers are cold."
If the other company shut it down last week, why are you waiting until Saturday to do something?
Do you not understand the concept of emergency service?
Do you not realize it is a weekend and the parts houses are closed?
So many other things I wanted to say to her, but kept it clean and professional.
Wished her good luck in her quest to find someone COMPETENT to install a unit today.
It is mid to upper 40's, go to Wal-Mart, Target or someplace, buy a couple space heaters and "camp" out in the same room until Monday and then any number of companies will be at your becon call.
Sorry for the rant, but sometimes it is just amazing what people do/think!!