We do apologize for the delay in getting the replacement parts for Ms. [redacted] As [redacted] the supervisor that spoke to her in November, explained, the parts were warranty parts that we do not manufacture or stock. We were at the mercy of...
our distributors and do not have control over how quickly we can get the parts that were mentioned. We got the replacement parts to Ms. [redacted] as quickly as possible. We had the parts over-nighted, and gladly picked up the additional shipping expense for her so that we could get the furnace repaired as quickly as possible to restore her heat. We thought that we had communicated effectively with Ms. [redacted] but apologize again if she was unhappy with the level of communication that was provided. Our technician was at her home for about 4 ½ hours on December 3rd. We know that this is several hours to not be able to finish up laundry, but that is the duration of time required to properly install a heat exchanger and reinstall a furnace on a micro-metal box. In regards to the accusation that our technician placed fecal matter in the washing machine, that statement is completely absurd and unfounded. There is no way that one of our technicians would commit an act like that and we are disappointed that someone would even accuse our employee of such a disgusting action. At this time, we do not feel that a credit back to Ms. [redacted] is warranted.
We do apologize for the delay in getting the replacement parts for Ms. [redacted] As [redacted] the supervisor that spoke to her in November, explained, the parts were warranty parts that we do not manufacture or stock. We were at the mercy of...
our distributors and do not have control over how quickly we can get the parts that were mentioned. We got the replacement parts to Ms. [redacted] as quickly as possible. We had the parts over-nighted, and gladly picked up the additional shipping expense for her so that we could get the furnace repaired as quickly as possible to restore her heat. We thought that we had communicated effectively with Ms. [redacted] but apologize again if she was unhappy with the level of communication that was provided. Our technician was at her home for about 4 ½ hours on December 3rd. We know that this is several hours to not be able to finish up laundry, but that is the duration of time required to properly install a heat exchanger and reinstall a furnace on a micro-metal box. In regards to the accusation that our technician placed fecal matter in the washing machine, that statement is completely absurd and unfounded. There is no way that one of our technicians would commit an act like that and we are disappointed that someone would even accuse our employee of such a disgusting action. At this time, we do not feel that a credit back to Ms. [redacted] is warranted.