John's Mower Service

We are sincerely sorry for the leak at your home.  Our technicians are excellent, but not perfect.  We came up short on our standard of high quality equipment installations for our customers.  I understood that we had apologized to you and accepted responsibility prior to now, but if...

we did not do so to your satisfaction, I will do so now.The last we had heard, we understood that the our insurance carrier, [redacted], was actively trying to work with your carrier, but was not receiving responses.  If this is the case, we would encourage your carrier to contact our carrier at their earliest convenience. [redacted], our V.P., has been with us over 45 years and we've always had good feedback from customers about working things out to their satisfaction.  I'm sorry if you feel that he was rude.  That has never been the practice of our company regarding customer service.[redacted], our Sales Manager, has been with us over 30 years.  Again, our customers consistently tell us she delivers excellent customer service.  It is not our practice to backdate paperwork, so we will ask her about this after she returns from some personal leave.Regarding the insurance industry's practice of depreciated value, we understand your concerns.  But I'm sure you understand we have no control over insurance carrier practices.  That is really out of our hands.At the end of the day, we apologize again for the trouble caused by the leak.  As a sign of good faith, we agree to refund your fees of $1,151.22 as you have asked.  We will learn from this experience so we can continue to constantly improve as a company.  Please contact our office when you wish to schedule the pick-up of the equipment, and at the time of equipment pick-up we will hand you a check as you have requested.     [redacted],   President

Thank you for the offer of sharing any information you think would be helpful to us.  My email is:   [redacted]       Thanks again,    [redacted]