Mr*** called yesterday morning asking for service on his furnaceWe told him that we had several calls ahead of him but we would make every attempt to take care of himWe told him we would need to call him when we were on our way to his home because we were fitting him into our scheduleOur
calls are normally setup in two hour windows (2:to 4:00)Mr *** was fine with that and gave us a contact numberWe called Mr *** min prior to us getting to the homeMr *** called before we arived at the home and told us he was still min awayWe did ask for a garage code to see if we could start working until he was homeWe also asked him if we could reschedule for the next dayHe said no to both requestWe waited another min, now a total of min from the original call ahead I think part of the confusion is that we had Mr*** talking to our tech and Mrs*** talking to our officeWe are sorry that the *** feel they were not given the service they deserve and were not treated properlyIt is always our goal to exceed our customers expectationWe tried to do that in this case by servicing them the same day they called
I would've accepted the apology but after apologizing this owner went on to say the call wasn't billed and this may be true however part of the reason I complained to begin with is because our warranty still has another year with *** homesThe day I called and was mistreated I asked "the owner" if this is the way she planned on retaining my service (for after I'm no longer bound to Colonial) and her response was a very sarcastic yes. the first apology was curt and it was not because of the way she and her staff responded to my husband or me it was for the way I interpreted it This apology is much better but she's still missing the obvious point that she didn't hear what my husband's request was when he called the first time or what I was trying to get across with the second call.I will accept an apology for their organization's lack of customer service for the entire day and for the way this owner is trying to avoid saying "Neither me customer service employee nor myself took the time to listen and we're sorry" whether they billed *** or didn't bill *** is quite secondary This is common courtesy Thank you.
Regards,
Monica Moscati ***
I apologize for anything our staff did to upset this customerAs I said before we do everything we can to exceed our customers expectations and it is clear we didn’t do that in this caseYou can look at our Revdex.com record for the last years and see that any complaint is very unusual for Colonial Heating. I am not sure what I can do or what the customer wants Colonial to do? We ran the call the day we were asked to run it and I have apologized for how our staff handled the callNot to mention we ran the call at no charge and the system was out of our warranty period and the cause of the problem would not have been covered under warranty if it had been within the warranty period
The information provided is not accurate, especially related to what my husband was fine with. He did reject the offer to service us the next day because that wasn't offered until he was told he had 10 minutes to get home. You're correct, we do not believe we were provided the customer service necessary to retain customers. The two ladies were clearly frazzled by the multiple calls that repeatedly told us they were receiving which is exactly why the customer service was flawed, not for any other reason.
Mr*** called yesterday morning asking for service on his furnaceWe told him that we had several calls ahead of him but we would make every attempt to take care of himWe told him we would need to call him when we were on our way to his home because we were fitting him into our scheduleOur
calls are normally setup in two hour windows (2:to 4:00)Mr *** was fine with that and gave us a contact numberWe called Mr *** min prior to us getting to the homeMr *** called before we arived at the home and told us he was still min awayWe did ask for a garage code to see if we could start working until he was homeWe also asked him if we could reschedule for the next dayHe said no to both requestWe waited another min, now a total of min from the original call ahead I think part of the confusion is that we had Mr*** talking to our tech and Mrs*** talking to our officeWe are sorry that the *** feel they were not given the service they deserve and were not treated properlyIt is always our goal to exceed our customers expectationWe tried to do that in this case by servicing them the same day they called
I would've accepted the apology but after apologizing this owner went on to say the call wasn't billed and this may be true however part of the reason I complained to begin with is because our warranty still has another year with *** homesThe day I called and was mistreated I asked "the owner" if this is the way she planned on retaining my service (for after I'm no longer bound to Colonial) and her response was a very sarcastic yes. the first apology was curt and it was not because of the way she and her staff responded to my husband or me it was for the way I interpreted it This apology is much better but she's still missing the obvious point that she didn't hear what my husband's request was when he called the first time or what I was trying to get across with the second call.I will accept an apology for their organization's lack of customer service for the entire day and for the way this owner is trying to avoid saying "Neither me customer service employee nor myself took the time to listen and we're sorry" whether they billed *** or didn't bill *** is quite secondary This is common courtesy Thank you.
Regards,
Monica Moscati ***
I apologize for anything our staff did to upset this customerAs I said before we do everything we can to exceed our customers expectations and it is clear we didn’t do that in this caseYou can look at our Revdex.com record for the last years and see that any complaint is very unusual for Colonial Heating. I am not sure what I can do or what the customer wants Colonial to do? We ran the call the day we were asked to run it and I have apologized for how our staff handled the callNot to mention we ran the call at no charge and the system was out of our warranty period and the cause of the problem would not have been covered under warranty if it had been within the warranty period
The information provided is not accurate, especially related to what my husband was fine with. He did reject the offer to service us the next day because that wasn't offered until he was told he had 10 minutes to get home. You're correct, we do not believe we were provided the customer service necessary to retain customers. The two ladies were clearly frazzled by the multiple calls that repeatedly told us they were receiving which is exactly why the customer service was flawed, not for any other reason.