J's Heating & Air

Initial Business Response /* (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 8 to 12:30 pm our hours and 1 pm for the managers. [redacted] is required to confirm Mondays leads prior to 1 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 customers. He is extremely detail orientated, professional and patient, even on the days when I know he is having a rough time. I 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 3 times, and left a message on each one once. So when the customer called in to speak with [redacted] this is when the personalities began to clash within the conversation. This is unacceptable and there is no excuse for the way [redacted] responded to the customer. There was no disrespect intended [redacted] was merely doing his job. The 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 day. This is not customary of [redacted]'s nature and has been addressed by upper management. We 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 day. We 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 Saturday. We 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 know. Although 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 experience. Have a wonderful day.
Thank You,
[redacted]
Smart Choice Heating and Air
Administrator