Please excuse this response if it is late. I only received the enclosed letter on May 31, 2016 and nothing prior. With regard to Mr [redacted]’s complaint; we do not provide quotes over the phone as each home’s dryer is often vented very differently. I suspect Mr [redacted] may have...
confused the $75 quote he mentions with that of a competitor. Our cleanings start at $99 so it is highly is unlikely came from us. Let me take a moment to explain how our service works. When we arrive at a customer’s home we inspect the entire dryer vent line. We check to make sure it consists of code compliant materials, we also ensure that all joints and elbows are connected well and that nothing is pinched off and no other issues exist. We will then take a meter reading to check the airflow through the vent line, and we also take a vacuum reading from inside of the dryer. That tells us if it needs to be cleaned and how clogged it is. We also take measure the length of the line and the termination point’s height off the ground. We collect our information and refer to our flat rate book we use as part of our franchise system to determine the price of the job. We inform the customer of the EXACT COST PRIOR TO DOING ANY WORK and if they provide approval by signing the Proposal Worksheet we will then perform the work. Mr. [redacted] signed the Proposal Worksheet before the work was completed as well as the invoice once the job was done. Other than our Lifetime Guarantee program which provides a discount on future cleanings, he did not refuse to have us do any work that was recommended, nor did he complain about the cost of the job to us. I have attached those documents for your review. We left a voice mail message for Mr. [redacted] on May 20 when we made our customer care follow up call. He did not return the call. It is unfortunate that he chose to contact you without letting us know of his concern first. We highly value our customers and strive to provide complete satisfaction each and every time we enter their home. If we fall short of that mark, we exercise every opportunity to make it right. If I can be of further assistance in this matter do not hesitate to call me directly at [redacted].
Please excuse this response if it is late. I only received the enclosed letter on May 31, 2016 and nothing prior. With regard to Mr [redacted]’s complaint; we do not provide quotes over the phone as each home’s dryer is often vented very differently. I suspect Mr [redacted] may have...
confused the $75 quote he mentions with that of a competitor. Our cleanings start at $99 so it is highly is unlikely came from us. Let me take a moment to explain how our service works. When we arrive at a customer’s home we inspect the entire dryer vent line. We check to make sure it consists of code compliant materials, we also ensure that all joints and elbows are connected well and that nothing is pinched off and no other issues exist. We will then take a meter reading to check the airflow through the vent line, and we also take a vacuum reading from inside of the dryer. That tells us if it needs to be cleaned and how clogged it is. We also take measure the length of the line and the termination point’s height off the ground. We collect our information and refer to our flat rate book we use as part of our franchise system to determine the price of the job. We inform the customer of the EXACT COST PRIOR TO DOING ANY WORK and if they provide approval by signing the Proposal Worksheet we will then perform the work. Mr. [redacted] signed the Proposal Worksheet before the work was completed as well as the invoice once the job was done. Other than our Lifetime Guarantee program which provides a discount on future cleanings, he did not refuse to have us do any work that was recommended, nor did he complain about the cost of the job to us. I have attached those documents for your review. We left a voice mail message for Mr. [redacted] on May 20 when we made our customer care follow up call. He did not return the call. It is unfortunate that he chose to contact you without letting us know of his concern first. We highly value our customers and strive to provide complete satisfaction each and every time we enter their home. If we fall short of that mark, we exercise every opportunity to make it right. If I can be of further assistance in this matter do not hesitate to call me directly at [redacted].