March 18, *** *** Revdex.com Dear Ms***, I’m very disappointed to hear we have failed to satisfy one of our clients. One hundred percent customer satisfaction is our number one goal. In regards to the 12-24-call for heating service, we find no records in
our system that would indicate she called our office. We were open till 10am Christmas Eve morning. From 10am to 1pm we were here at the office having our annual Christmas party for our employees. During this time and after, our phones were transferred to our On-Call service. Prior to leaving the office at 1pm our office manager checked with our service and sent our on-call techs out to handle any calls that came in during this time. We have spoken with our answering service and they have searched their records back to 12-22-and can find no records of our client calling and requesting emergency service. So our technicians never would have been given notice to call her. Either way, it is very unfortunate we were not able to help our client when her new furnace was not working. If she would send me a copy of the invoice from the other heating company that was out, I would be glad to look at it and see what we can do to help with this. Until I see the invoice and understand what happened and what she was charged I would be willing to extend her an additional free one year safety and comfort membership agreement once her current contract expires. This is valued at $To address her concerns, she could have purchased her system for less money with her being a Safety and Comfort Agreement member is not correct. As a Safety and Comfort agreement member our clients receive a 5% discount on new heating and cooling equipment. She actually received over a 10% discount from our Up-Front Pricing Guide In regards to the 2-25-heating system tuscheduled between -12, she is correct I do show records in our system that we called her home and was told our services were not needed and our customer service specialist was hung up on. As she stated the numbers have been confirmed, not sure what happened here. I’m more than willing to schedule her heating tuwe still owe her at any time that will work for her. However, my concern with her only able to schedule on Thursday between 10-is our techs will have first calls prior to running her 10-appointment. With that being said there is always the chance that morning calls take longer than planned causing us to run late. Best way would be if she could have an 8-10am appointment to get her taken care of first thing in the morningThe first plumbing call ran into the same issue or concern above. Our plumbers were running behind from our first calls, however our office did not call our client to let her know we were running behind. It’s clear to me we dropped the ball on this call and I sincerely apologize for this. As far as the charge for relighting her water heater pilot. Our standard practice would be to charge a diagnostic/service fee of $for our Safety and Comfort Agreement members as well as a minor repair charge of $for re lighting a pilot light. In this case our technician waived the diagnostic/service fee seeing how we were just out a few days prior completing our plumbing inspection. I will be refunding her charge for lighting her pilot light. Again, I’m very sorry the frustration we have caused our client and only wish she would have called in to talk with myself or our Operations Manager. I feel this could have been resolved and we are still willing to resolve this matter as follows: 1) We will extend her current Safety and Comfort Agreement by one year giving her three more inspections at no charge. Valued at $2) Schedule her heating tuwe still owe her whenever she would like it ran during Monday thru Friday 8am to 5pm. It could also be done on the same day we complete her cooling inspection scheduled on 4-7-between 10-time permitting. Not sure this will work if she has to leave at noon unless she can make arrangements to allow us a little more time to complete both inspections3) We will immediately refund her the charges for re-lighting her pilot light for all her scheduling issues and confusion4) If our client would allow us the opportunity to prove to her we are a great company that truly values our clients and strives for 100% customer satisfaction I would also be willing to send her $service voucher for future service repairs. I would love to discuss this with her and I can be contacted at (812) 418-or by e-mail [email protected], Rick ** *** President/Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI already have an appointment for the furnace tune up in the fall of this yearI also just wanted to comment that the reason they did not have my call on record on 12-24-because then phone never rang to anyone,including the call centerI accept the apologies and the resolutions.
Regards,
*** ***
March 18, *** *** Revdex.com Dear Ms***, I’m very disappointed to hear we have failed to satisfy one of our clients. One hundred percent customer satisfaction is our number one goal. In regards to the 12-24-call for heating service, we find no records in
our system that would indicate she called our office. We were open till 10am Christmas Eve morning. From 10am to 1pm we were here at the office having our annual Christmas party for our employees. During this time and after, our phones were transferred to our On-Call service. Prior to leaving the office at 1pm our office manager checked with our service and sent our on-call techs out to handle any calls that came in during this time. We have spoken with our answering service and they have searched their records back to 12-22-and can find no records of our client calling and requesting emergency service. So our technicians never would have been given notice to call her. Either way, it is very unfortunate we were not able to help our client when her new furnace was not working. If she would send me a copy of the invoice from the other heating company that was out, I would be glad to look at it and see what we can do to help with this. Until I see the invoice and understand what happened and what she was charged I would be willing to extend her an additional free one year safety and comfort membership agreement once her current contract expires. This is valued at $To address her concerns, she could have purchased her system for less money with her being a Safety and Comfort Agreement member is not correct. As a Safety and Comfort agreement member our clients receive a 5% discount on new heating and cooling equipment. She actually received over a 10% discount from our Up-Front Pricing Guide In regards to the 2-25-heating system tuscheduled between -12, she is correct I do show records in our system that we called her home and was told our services were not needed and our customer service specialist was hung up on. As she stated the numbers have been confirmed, not sure what happened here. I’m more than willing to schedule her heating tuwe still owe her at any time that will work for her. However, my concern with her only able to schedule on Thursday between 10-is our techs will have first calls prior to running her 10-appointment. With that being said there is always the chance that morning calls take longer than planned causing us to run late. Best way would be if she could have an 8-10am appointment to get her taken care of first thing in the morningThe first plumbing call ran into the same issue or concern above. Our plumbers were running behind from our first calls, however our office did not call our client to let her know we were running behind. It’s clear to me we dropped the ball on this call and I sincerely apologize for this. As far as the charge for relighting her water heater pilot. Our standard practice would be to charge a diagnostic/service fee of $for our Safety and Comfort Agreement members as well as a minor repair charge of $for re lighting a pilot light. In this case our technician waived the diagnostic/service fee seeing how we were just out a few days prior completing our plumbing inspection. I will be refunding her charge for lighting her pilot light. Again, I’m very sorry the frustration we have caused our client and only wish she would have called in to talk with myself or our Operations Manager. I feel this could have been resolved and we are still willing to resolve this matter as follows: 1) We will extend her current Safety and Comfort Agreement by one year giving her three more inspections at no charge. Valued at $2) Schedule her heating tuwe still owe her whenever she would like it ran during Monday thru Friday 8am to 5pm. It could also be done on the same day we complete her cooling inspection scheduled on 4-7-between 10-time permitting. Not sure this will work if she has to leave at noon unless she can make arrangements to allow us a little more time to complete both inspections3) We will immediately refund her the charges for re-lighting her pilot light for all her scheduling issues and confusion4) If our client would allow us the opportunity to prove to her we are a great company that truly values our clients and strives for 100% customer satisfaction I would also be willing to send her $service voucher for future service repairs. I would love to discuss this with her and I can be contacted at (812) 418-or by e-mail [email protected], Rick ** *** President/Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI already have an appointment for the furnace tune up in the fall of this yearI also just wanted to comment that the reason they did not have my call on record on 12-24-because then phone never rang to anyone,including the call centerI accept the apologies and the resolutions.
Regards,
*** ***