This is a slightly long, but great customer service story! I pre-arranged for the company to clean our ducts and also inspect / clean our dryer vent. Arranging the appointment went very smoothly and the technicians arrived promptly, were courteous and friendly, and finished the duct cleaning. However, the dryer vent inspection had somehow fallen off the work instruction. When I asked about it, the technician seemed a bit rushed, but still courteously went to check it and reported back that the flexible white plastic tubing was no longer to code. When we went down to check it together, the tech accidentally tore the tubing (which clearly was old and needed replacement). Nevertheless, he took the time to carefully tape it up and I made a mental note that we would have to replace this tubing very soon (especially since we are expecting a baby in the next few weeks and a safe dryer is a must!) A day or so later, Paul (the owner) sent a request for feedback on the job, where I said that overall it was very good, only with the slight caveat that the dryer inspection had been rushed and tubing had been ripped. I sent my reply at 10pm on a Saturday night and by 8am on Sunday morning, I had a personal email from Paul apologizing for the situation and saying that he would come to our home to personally repair the vent, any time the following week except Monday morning. Needless to say, I was amazed by this incredible response. Paul indeed came on Monday and replaced the tubing, which was not straightforward because of our cramped space, and did not charge us as a baby gift! Later that day, the dryer alarm started going off, so I again called Paul the next morning and he called back right away to help me troubleshoot. We realized that the lint drawer needed to be emptied and that resolved the final issue. Throughout this experience, Paul has been so responsive and customer-focused -- my husband and I, and all the people we have told this story too are so impressed. This is best-in-class customer care. I highly recommend using this company.
