Hello George, I remember you only because this is the only time in the history of our company that something like this has ever come close to happening. Some of what you claim is true but for the most part it is not accurate. It is true that the technician who started the work made some mistakes. At that exact time that he started your job, unfortunately his wife left him with their three year old son and moved out of the province. After that, he was battling depression and was slowly spiraling downward. We had no idea of this until after the damage was done and he had a nervous breakdown. From a customer perspective, I don't expect you to care about any of this nor do I blame you for being upset. We certainly are not happy with what occurred. I am merely saying no company would have been able to account for this. I think it is important to focus on what we did to rectify the situation, after the situation occurred. Just as you state, we paid for any damage; we fulfilled our obligation to you and completed the work even though we lost thousands of dollars in the process. I think this says a lot about our company.
In defense of the other technician, it is the right thing to do for any technician to read the manual for a piece of heating equipment he or she is installing, especially if we do not supply it. This is taught in trade school and any licensed contractor will tell you this. You should be worried if they don’t. So if this is the case, why would you comment on it like it was a bad thing?
It is a false claim that we tried to charge you extra for anything included in the initial agreement but rather the contrary. After you found out that our technician is no longer employed here, you began claiming that our technician told you he promised to do things that were not in the agreement because you knew he was not around to defend it. At first it started out small and we did many freebees for you to make things right for you, even though we knew you were making it up. We never mentioned anything to try to make you happy in lieu of the situation. You perceived this as incompetence and an opportunity to exploit the situation. You were mistaken. Your requests gradually and consistently grew larger. It wasn’t until you completely tried to take advantage of the situation that we had to put our foot down and quote you for the additional work that you kept requesting. You said that you hired us out of 4 contractors that you interviewed, so you must have found value in the price for the initial agreed upon work. I hardly think that completely re-piping your house for $10,000 with $4000 worth of materials (Our cost) is un-reasonable. I never spoke to your lawyer and that is obviously because you never had any claim against us. If you did, I’m sure I would have heard from him or her, and you would not have returned the radiators that you tried to swindle from us, back to our shop. After speaking to your lawyer, you would not have paid for anything you did not rightfully and lawfully owe us. Your testimonial is misleading and false for the most part. We did everything in our power to make you happy, we completed the job according to the agreement and then some. In the end, your job was completed competently at the fair price that was agreed upon and I’m sure your house is nice and warm this winter with no problems. Enjoy.
Reply created 8 Feb 2010
