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Review 8/9/2010
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Recent Experience:
Called for service at approx 12:15 p.m. for my company's 120 gal water heater that services two shower rooms and approx. 50 employees a day which broke down sometime over the weekend and does not generate any hot water at all. The person who answered my call took the pertinent information, and asked the standard questions... and said that she would have someone return my call by 1 p.m. when they got back from lunch. I called back at 5:30 p.m. and got the answering service who again took down my name, number, problem, and this time said someone from the company would call back...which he did in about 10 min. He was the one assigned to be on call this night, and was very reluctant to want to come out at such a late time, and stated that there was probably nothing he can do anyway, and probably best to wait until someone from the office calls me the next morning to schedule a time to come out...besides, it would be an overtime charge for him and he is about an hour away from my location. I told the man on call that I have been waiting all day for a call back, and that I want him out anyway to assess the issue, and order parts first thing in the morning if he did not have them available in order to get a head start so we would not have just wasted another full day of no service. Customer service is not his strong point...After telling me yes he would come out after-hours, I pick up a message on my phone 10 minutes later saying he is not going to come out, but the office will call me to set up a service time in the morning.
Moral of this service vendor experience:
They are johnny-on-the-spot upon purchase and installation, but for service, maintenance and repair afterwards..."out of sight - out of mind". They would be sooo stellar, if they would make the full circle from install to service.
I'll let you know if I ever hear from them...
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Business's response - by MP 614on 8/25/2010
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We want to begin by apologizing for this regrettable experience. Bottom-line, your expectations, which were very reasonable, were not met. The following day, this was elevated to a manager and a temporary solution was immediately put in place while the specialty parts were ordered to make a more permanent solution. To prevent this from happening, additional parts were ordered to keep in stock so that in the event you had this problem again, we could immediately make a repair and minimize any down time. We greatly appreciate you giving us a second chance and hopefully we were able to meet your expectations and restore our reputation as a quality service provider.
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