C & S Contractors, LLC

Dear [redacted], In reference to Complaint # [redacted], today was the first time I was made aware of this complaint in the e-mail I just received, we like to resolve these issues as quickly and easily as possible. On November 30th [redacted] called the office about an issue she was having with...

her heater, I put a service order in for her. We recently had a technician retire without prior notice so the orders were all being sent to another one of our technicians and he was trying to get through them as swiftly as possible. When I spoke to [redacted] I explained to her it would most likely not be that same day but I would ask the technician to make her service a priority. Usually Albert, our salesman, does not deal directly with service which is why he had asked [redacted] to call the office, which he had also done to make sure I had spoken to her. He does not refuse to handle issues with his customers but just knows that calling the office is the easiest and fastest way to get service issues resolved. [redacted] was not ignored or neglected when she called, I would answer the phone and update her to the best of my ability at the time, she may have been put on hold due to a high call volume at the time but was not ignored. On December 3rd our technician went out to [redacted]'s home and serviced the heater and resolved the issue she was having. The heater is now fully operational and working. Thank you.