Initial Business Response /* (1000, 5, 2015/09/24) */
RE: Case # XXXXXXXX / [redacted]
This consumer originally inquired to Rych Electric to have two ceiling fans installed in her recently purchased home. At the completion of the installation of these two fans, the consumer expressed...
gratitude and satisfaction with the job. Days later, the consumer called the Service Manager at our office regarding the remote controls for the fans and stating that they weren't working properly. It was explained to the consumer that the service order that was originally requested was just to install two ceiling fans. We don't typically program the remote controls for the fans as part of our scope of work, but in good faith to this consumer, we sent a technician back out to the subject property to program the remote controls for her fans without any further charge. Again, the consumer expressed gratitude and satisfaction with the job after this 2nd visit. A few weeks later, the consumer called to complain that she believed our technician created a hole in her drywall in the room in which one of the fans was installed, although the consumer admitted that she had no proof if Rych Electric technician created the hole, or if perhaps someone else living in the home had created the damage. Rych Electric believes that we completed the work as agreed upon, and went an extra step for this consumer by coming back out to the subject property to assist the consumer with programming the remote controls at no additional charge. Based on the scope of work completed for Ms. [redacted], there would be no reasonable explanation for how we could have damaged the wall. Ms. [redacted] called the Rych Electric office several times to talk to the Service Manager, another Project Manager and the owner, as well as having two other family members call our office. Ms. [redacted] and her relatives were always spoken to with professionalism and understanding for their complaint. After one of the family members confirmed that the hole was behind a picture on the wall, we confidently concluded that this damage was not created by our technician. We respectfully relayed to Ms. [redacted] that there was nothing further we could do to help her with the drywall damage.
If you need any other information or details concerning this case, please reach out to me directly at the number listed below or via email. Thank you for your time in this matter.
Sincerely,
[redacted]
President
Rych Electric
7600 S. Grant St., #B1
Littleton, CO XXXXX
Office: XXX-XXX-XXXX
Mobile: XXX-XXX-XXXX
Email: [redacted]@rychelectric.com
Initial Business Response /* (1000, 5, 2015/09/24) */
RE: Case # XXXXXXXX / [redacted]
This consumer originally inquired to Rych Electric to have two ceiling fans installed in her recently purchased home. At the completion of the installation of these two fans, the consumer expressed...
gratitude and satisfaction with the job. Days later, the consumer called the Service Manager at our office regarding the remote controls for the fans and stating that they weren't working properly. It was explained to the consumer that the service order that was originally requested was just to install two ceiling fans. We don't typically program the remote controls for the fans as part of our scope of work, but in good faith to this consumer, we sent a technician back out to the subject property to program the remote controls for her fans without any further charge. Again, the consumer expressed gratitude and satisfaction with the job after this 2nd visit. A few weeks later, the consumer called to complain that she believed our technician created a hole in her drywall in the room in which one of the fans was installed, although the consumer admitted that she had no proof if Rych Electric technician created the hole, or if perhaps someone else living in the home had created the damage. Rych Electric believes that we completed the work as agreed upon, and went an extra step for this consumer by coming back out to the subject property to assist the consumer with programming the remote controls at no additional charge. Based on the scope of work completed for Ms. [redacted], there would be no reasonable explanation for how we could have damaged the wall. Ms. [redacted] called the Rych Electric office several times to talk to the Service Manager, another Project Manager and the owner, as well as having two other family members call our office. Ms. [redacted] and her relatives were always spoken to with professionalism and understanding for their complaint. After one of the family members confirmed that the hole was behind a picture on the wall, we confidently concluded that this damage was not created by our technician. We respectfully relayed to Ms. [redacted] that there was nothing further we could do to help her with the drywall damage.
If you need any other information or details concerning this case, please reach out to me directly at the number listed below or via email. Thank you for your time in this matter.
Sincerely,
[redacted]
President
Rych Electric
7600 S. Grant St., #B1
Littleton, CO XXXXX
Office: XXX-XXX-XXXX
Mobile: XXX-XXX-XXXX
Email: [redacted]@rychelectric.com