Martens Heating & Mechanical, LLC

On Fri, Feb 5, at 8:AM, [redacted] *** [redacted] wrote:Hello Mr [redacted] ,Please close this complaint [redacted] of Martens Heating contacted me personally and the issues with his team have been resolved.Thank You, [redacted] ***

The issue at hand is that we do some work for the listed home warranty company that the customer has a contract withUpon receiving the call I explained to the customer that we were not notified by the home warranty company and had not accepted the call; we have the option of accepting and
rejecting service based on availability to meet the needs of the customerI told the customer that I needed to contact the home warranty company, because due to the workload that we were receiving and the distance to travel to this customers home that is would not be plausible to meet the urgency of the callI contacted the home warranty company and told them that we were unable to accept this call, and that it was not a good practice by them to assign us an emergency heating call without contacting us by telephone to see if we were even able to handle this callThe home warranty company was supposed to contact the customer to explain that we were not able to accept this service call, but apparently they did not do soIn regard to not answering calls from the customer, I was in an area with poor cell phone reception and did not realize that the customer had tried to call back until much later in the dayBy the time that I received the message I assumed that the home warranty company would have made arrangements with an alternative contractorI understand the frustration of the customer, but regardless of what transpired we would not have been able to service this customer in the time frame that would have been needed to meet expectationsOnce again I would like to reiterate that we should have been contacted by the home warranty company to confirm that we were able to meet this customers needs before being assigned this call without any proper notificationHad the insurance company contacted us by telephone to check on our availability this issue would have never involved us to begin with; as there was no plausible way for us to respond to this call due to cold temperatures, a heavy workload, and only having one emergency service tech available on a SundayI do apologize for any inconvenience that this caused the customer, but I called the home warranty company immediately following the initial conversation and told them that we were unable to respond to this call; it was the responsibility of the home warranty company to make the proper arrangements to service and fulfill the contract that they have with this customer.Sincerely,Martens Heating & Mechanical

On Fri, Feb 5, 2016 at 8:19 AM, [redacted] wrote:Hello Mr. [redacted],Please close this complaint.  [redacted] of Martens Heating contacted me personally and the issues with his team have been resolved.Thank You,[redacted]