All Services Group, Inc.

Ann, when you called to say that you should not be charged overtime for a saturday night call,you said the tech i sent was very nice and that you appreciated him taking the extra time to explain his concerns to your neighbor,your elderly mother who was staying at your house and to you over the phone,as you were out of state at the time.He was at the call for 1 1/2 hours,not [a short visit] as you state.I only charged you for one overtime hour, the remaining time was spent explaining the situation to your neighbor,elderly mother and yourself.I understand that you texted my tech directly stating that you were willing to pay the daytime charge but not the after hours charge.And that if the charge was not adjusted you would leave a negative review.I am sorry you do not agree with our regular time and overtime scale.But if you were called into work unexpectedly on a saturday night,wouldn't you expect to be paid overtime.You stated you called around and went with the first company that was willing to come out on a saturday night for a non customer.Which was us.I returned your call right away and you told me it was an emergency,that your elderly mother was alone watching your house for you while you were away.I sent one of my tech's over.You never asked me about what the charge was.I agree with your statement in the review that you should ask what the charge is before agreeing to the service.Let me address your concerns about the service call.After inspecting the unit he found that the igniter needed to be replaced and that someone had jumped out the pressure safety switch.We advised you of our safety concerns that we had with just removing the jumper,replacing the igniter and just starting up the unit.We had told you we wanted to play it safe and return with the igniter and new pressure safety switch as that may have been intermittently malfunctioning at some point and that may have been the reason the safety was bypassed by someone.You told us that you felt the cause of the igniter burning out was due to the nest thermostat that you had installed over the past year by someone.We checked the nest thermostat and found it functioning properly with no issues with low voltage calls being found.You had remarked to us that if the nest thermostat had caused any harm to your mother,you would have sued nest.At this point,we did not feel comfortable just starting the unit without the safety being replaced.Especially since your elderly mother was the only person in the house.My tech checked to make sure that the monoxide detectors were working.He also offered to drive your elderly mother over to her sons house so she wouldn't be chilly until the repair was completed. But we were told that would not be necessary.We called you after we secured the parts to install the igniter and safety switch but were told that you called the original installer of the unit and he got the unit running by replacing the igniter and reinstalling your old thermostats.He also told you that he found no jumper on the safety,which was correct,we could not leave the job knowing that the safety was bypassed and had removed the jumper before we left.We called nest to ask if they had any problems with the thermostats burning out the igniters and were told that anything is possible but it was highly unlikely.We asked for the number of the man you had do the repair,which you gave us.We called him to discuss our safety concerns but have not heard back.We try to please everyone and are sorry you were not 100% satisfied.To put in your review that we refused to work on the unit for {whatever reason} is just not true and misleading.Our number one concern along with customer satisfaction is customer safety.I would rather have a negative review for leaving a unit off due to a safety concern than for us to be on the 6PM news for knowingly leaving a unit on that we had safety concerns about that caused an injury or death