Patel Properties Association

To whom it may concern, I am very sorry about *** *** experience with our companyWe normally get a lot of word of mouth referrals because we strive to give the best possible serviceI apologize that we somehow missed his appointmentOur industry gets very busy in the summer and
unfortunately a few calls do slip through the cracks during this season as hard as we try not to let it happenWe try to do everything to remedy these rare situations when they occur Usually, the customer calls if we are late and we can get someone out there quicklyIn this case, it seems our staff missed the mark on being apologetic and helpful to *** *** when the appointment was missed. Once I was aware of the situation, I felt the best solution was to immediately refund *** *** money and let him find assistance with another companyI wrote and mailed the check that day and instructed one of our staff members to let him know that it was being sent outIf you look at the date on the check, you will see it was printed before the complaint was filed so I apologize again if he wasn't made aware that we intended to refund his moneyWe have implemented some new staff training and checklists to prevent this from happening with future customers. Sincerely,*** ***

I apologize for the delay in respondingI've been out of work due to the flu and two kids with the fluThe service manager was already of of this situation and had left a note for me about refunding her moneyWe did go out three times without asking her for any additional fundsThe tech though
he had fixed the problemit was an intermittent problem and our tech was focused on the thermostat and did not realize the outside unit also had issues from a cracked heat exchanger. We did have to reschedule some of her appointments and that was due to us being overloaded with calls during the cold snap and having a few calls that took longer than predicatedEven though all our techs worked over time until 9-pm we still could not get everyone it All in all, I do apologize that we did not communicate with the customer as well as we should have and even though we did the work we were paid to do, I am choosing to refund all her money in the spirit of goodwill and for our lack in communicating better with herWe always strive to give the best service possible but in this case, we were overwhelmed and unfortunately, the *** fell through the cracks. I hope that they have already found another company to repair the cracks in the heat exchanger as those can be dangerous.A check has been mailed to her via certified mail.Sincerely,Michelle D***