Appt was for Saturday 7:30am. Called a few days before to confirm appt time and date was still good to go. Day of appt, the technician didn't show up till 10:30am. Not his fault I guess, he said the computer generated 2 appts both for 7:30am. But even then, a phone call would of been nice to let me know he would be late instead of me waiting around for 3 hours. The technician that arrived though was very friendly, did a great job of cleaning the ducts and furnace and provided me with alot of information and tips since I was a first time home owner. I've left voicemails the day of the appt explaining about the tech being extremely late but no one has contacted me yet on any sort of resolution or apology to make this right. In my eyes customer service/satisfaction is #1 and I am not 100% satisfied. Not sure if I would use them again or not yet at this point. Time will tell and I will give them an opportunity to correct this.
- Approximate cost of services:
- $356.00
- Company Response
Sorry William, our office is closed on Saturday. When the office got your message on Monday they understood that your situation was resolved as your message was looking for the technician and we understood that he was late but arrived. In the office we have just had a discussion on best practices going forward with messages that are left and understand that regardless if we understand the question has been answered we must follow up to confirm you are satisfied. Customer service is a top priority for us, and we hire only the great people who recognize that. Glad to hear that when the technician arrived he gave you good customer service. We did go over yesterday with him the importance of keeping our customers in the loop on arrival times, as your time is most valuable, which we do not take for granted. We deeply appreciate you taking the time to send us a note expressing your disapproval with the follow up. Should you wish to discuss this further, please call the office and ask for Wade. Your voice has been heard and again thank you.