Dear Ms [redacted] ,First, we want to say we appreciate your feedback on our servicesIt is through customer feedback that we are able to identify areas of weakness and build new processesIt is my understanding our Comfort Protection Plan Manager spoke with you last week so she could better understand your complaint and apologize for our mistake and any inconvenience it causedAt Thornton & Grooms, we have multiple priority levels we categorize each job into to help us during busy times of the yearOne benefit of our plan is priority service over non-plan membersWe also offer priority service to anyone who is in a situation where damage could be caused to the home - heavily leaking pipes,sewage backing up into the house, no heat in below freezing temps, etcSometime, if there are enough high priority situations on the schedule, we do need to reschedule other appointmentsWhile we try to alert customers of a reschedule as soon as possible, sometimes things fall through the cracksWe again apologize for this and we do hope to make it right with youPlease contact us should you have any further questions.All the best, [redacted] **Thortnon & Grooms
Dear Ms [redacted] ,First, we want to say we appreciate your feedback on our servicesIt is through customer feedback that we are able to identify areas of weakness and build new processesIt is my understanding our Comfort Protection Plan Manager spoke with you last week so she could better understand your complaint and apologize for our mistake and any inconvenience it causedAt Thornton & Grooms, we have multiple priority levels we categorize each job into to help us during busy times of the yearOne benefit of our plan is priority service over non-plan membersWe also offer priority service to anyone who is in a situation where damage could be caused to the home - heavily leaking pipes,sewage backing up into the house, no heat in below freezing temps, etcSometime, if there are enough high priority situations on the schedule, we do need to reschedule other appointmentsWhile we try to alert customers of a reschedule as soon as possible, sometimes things fall through the cracksWe again apologize for this and we do hope to make it right with youPlease contact us should you have any further questions.All the best, [redacted] **Thortnon & Grooms