This customer was no gentleman. He was told when he scheduled the appointment that the $49 just got the electrician to the door as it's a trip charge, but misunderstood and thought it covered the diagnostic and repair as well. When he called in to complain about it, I told him I would listen to the call to verify what had been explained to him. After listening to the call we verified that he had been told correctly. When I called him back, I explained that it was explained to him that the $49 was just a trip charge and only got the technician to the door. When the technician was out he DID explain how he would verify if it was a bad outlet or a problem with the circuit. He explained to the homeowner that he would first try and replace the outlet and then if the problem was still occuring he would go through the circuit and test everything on the circuit and try and make the problem happen , as it was an intermittent problem he was experiencing. We are not desperate for lunch money as this customer so rudely assumes. If we were, why would we offer to return his $49 to him, when he was the one who misunderstood about the charge in the first place?????? We let customer's know that if they're not 100% satisfied with the service, then they get their money back. He wasn't satisfied, so we were trying to do the right thing. Also, I offered to play the call back for him, so he could hear the explanation for the $49 charge and how it works for himself and he declined. I offered to send the owner of the company out to his home for free to diagnose the problem and make the repair and he declined. I offered to send him a refund of the $49 and he declined. He was extremely rude on the phone and he hung up on me.....However, as the tech was just a few streets away we still had him return and explain to the homeowner what he was going to do to solve this problem for the third time and the tech tried to give him his check back, which he wouldn't except. Not sure what else a reputable service company can do to make a homeowner happy, but we sure tried with this one.