J's Heating & Air

Initial Business Response / [redacted] (1000, 13, 2015/07/08) */ Contact Name and Title: [redacted] Administrat Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com RE: Case # 89062304: [redacted] To Whom it May Concern, We are Smart Choice Heating and Air, a full service HVAC company that markets in the area of our installations [redacted] is a confirmation manager here and his job is to confirm the appointments the day before The day in question was a Saturday to 12:pm our hours and pm for the managers [redacted] is required to confirm Mondays leads prior to pm and or replace what has not confirmed on that Saturday [redacted] is one of our most successful employees, mostly due to his ability on the phone with customersHe is extremely detail orientated, professional and patient, even on the days when I know he is having a rough timeI believe the day in question [redacted] may have had a hard time communicating and became unhappy when the customer questioned his integrity According to [redacted] 's notes he had called both the home and the cell number times, and left a message on each one onceSo when the customer called in to speak with [redacted] this is when the personalities began to clash within the conversationThis is unacceptable and there is no excuse for the way [redacted] responded to the customerThere was no disrespect intended [redacted] was merely doing his jobThe aggressiveness the customers speaks of, again I believe was due to the communication the two of them had concerning the amount of times the customer said [redacted] called that dayThis is not customary of [redacted] 's nature and has been addressed by upper managementWe apologize for the actions of our employee and [redacted] has been reprimanded for his actions In regards to the information concerning the customer we were installing that dayWe reserve the rights of our customer and do not have release their information if the customers so chooses We as a company are unhappy with the events that took place on that SaturdayWe have made each of our employees aware that if they are having an issue with a customer they are required to have another employee or manager handle the situation If there is anything else that we can do to assist in resolving any further concerns beyond what has transpired here today, please let us knowAlthough we will not be able to close our doors for this customer, we will respect their wishes and have no further contact with them Thank you for bringing your concerns to our attention and we as a company will grow from this experienceHave a wonderful day Thank You, [redacted] Smart Choice Heating and Air Administrator

Initial Business Response /* (1000, 13, 2015/07/08) */
Contact Name and Title: *** *** Administrat
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
RE: Case # 89062304: *** ***
To Whom it May Concern,
We are Smart Choice Heating and Air, a full service
HVAC company that markets in the area of our installations*** is a confirmation manager here and his job is to confirm the appointments the day before
The day in question was a Saturday to 12:pm our hours and pm for the managers*** is required to confirm Mondays leads prior to pm and or replace what has not confirmed on that Saturday
*** is one of our most successful employees, mostly due to his ability on the phone with customersHe is extremely detail orientated, professional and patient, even on the days when I know he is having a rough timeI believe the day in question *** may have had a hard time communicating and became unhappy when the customer questioned his integrity
According to ***'s notes he had called both the home and the cell number times, and left a message on each one onceSo when the customer called in to speak with *** this is when the personalities began to clash within the conversationThis is unacceptable and there is no excuse for the way *** responded to the customerThere was no disrespect intended *** was merely doing his jobThe aggressiveness the customers speaks of, again I believe was due to the communication the two of them had concerning the amount of times the customer said *** called that dayThis is not customary of ***'s nature and has been addressed by upper managementWe apologize for the actions of our employee and *** has been reprimanded for his actions
In regards to the information concerning the customer we were installing that dayWe reserve the rights of our customer and do not have release their information if the customers so chooses
We as a company are unhappy with the events that took place on that SaturdayWe have made each of our employees aware that if they are having an issue with a customer they are required to have another employee or manager handle the situation
If there is anything else that we can do to assist in resolving any further concerns beyond what has transpired here today, please let us knowAlthough we will not be able to close our doors for this customer, we will respect their wishes and have no further contact with them
Thank you for bringing your concerns to our attention and we as a company will grow from this experienceHave a wonderful day
Thank You,
*** ***
Smart Choice Heating and Air
Administrator