I personally took this call when her husband called in for service on a weekend. During EVERY call taking session, it is explained to our customers that we have a $68 service fee to come to their home. That the technician must come and make a professional assessment of the...
current situation, as each and every situation is different, and there are many variables involved in giving pricing for a job (type of piping, size of piping, length of run, etc) which is why we cannot give pricing over the phone. Once the technician assesses, he will present the customer with several service level options to make a repair. These options range from a premium level of service all the way down to a basic level of service, ALL of which will address the customer's problem. These options are just that... options from which the customer is able to choose how much service they want, at a price that fits their budget. Each level includes more service and in turn we can offer better warranties. It is my understanding, that the customer whom wrote this letter, was upset about the pricing that the technician presented to her. Her husband was accepting of the service fee and was aware that pricing would be given at that time and agreed to have us come out. Maybe there was a lack in communication between the two? The husband was willing and did pay the service fee.
Our assistant manager actually called on Monday to ask why they declined service and the husband did say that he understood our policy, and that his wife didn't like the pricing structure and just thought the service was too expensive and didn't want to pay the service fee either. Our assistant manager did explain to him what I have explained above. There was no mention of wanting his money back during that conversation. I have no problem returning the $68 to these customers at all, and will issue a check back to them. However, we do wish that they would have called and spoken to us directly about this so that we could work it out together. Our goal is to provide an excellent customer service experience and gain lifetime clients. We appreciate all feedback from our customers.
If there are any other questions, please contact me directly at ###-###-####
I personally took this call when her husband called in for service on a weekend. During EVERY call taking session, it is explained to our customers that we have a $68 service fee to come to their home. That the technician must come and make a professional assessment of the...
current situation, as each and every situation is different, and there are many variables involved in giving pricing for a job (type of piping, size of piping, length of run, etc) which is why we cannot give pricing over the phone. Once the technician assesses, he will present the customer with several service level options to make a repair. These options range from a premium level of service all the way down to a basic level of service, ALL of which will address the customer's problem. These options are just that... options from which the customer is able to choose how much service they want, at a price that fits their budget. Each level includes more service and in turn we can offer better warranties. It is my understanding, that the customer whom wrote this letter, was upset about the pricing that the technician presented to her. Her husband was accepting of the service fee and was aware that pricing would be given at that time and agreed to have us come out. Maybe there was a lack in communication between the two? The husband was willing and did pay the service fee.
Our assistant manager actually called on Monday to ask why they declined service and the husband did say that he understood our policy, and that his wife didn't like the pricing structure and just thought the service was too expensive and didn't want to pay the service fee either. Our assistant manager did explain to him what I have explained above. There was no mention of wanting his money back during that conversation. I have no problem returning the $68 to these customers at all, and will issue a check back to them. However, we do wish that they would have called and spoken to us directly about this so that we could work it out together. Our goal is to provide an excellent customer service experience and gain lifetime clients. We appreciate all feedback from our customers.
If there are any other questions, please contact me directly at ###-###-####
Tracy B[redacted], Manager