Sheldon, when I read your review come across the email at 9 pm saturday night, I was very upset. What you described in your review was completely out of character for us, as you yourself noted from your last good experience with us. So I called my dispatch centre to see why you had been missed. Anto (the lady you spoke to) said you called in to book a furnace maintenace appoint and she told you Mike our technician would call you directly to book the appointment. We were not aware in any way that you had no heat. Thats why we didnt get to you right away, Mike was servicing homes with no heat and was going to call you the next day to book your cleaning appointment for next week. We did not know you had no heat. I really wish you would have simply called us back. We would have realized the error in the service code and re-disbatched it to another technician immediatley- we had many others that were available that morning. So it wasn't that we were too busy or too rude to call you back, we didnt know you had an emergency nor did we think you were sitting by the phone waiting for our call. People leave their cells so they can be free from their home while waiting to book an appointment. We did not knowingly make you wait all day for us, to not even call or show up. We simply thought you wanted us to call you to book your maintenance appontment. I even asked the office to email me the work order that went to Mikes truck, and it said "MAINTENANCE request - please call customer".
We as a 50 year old family business bust our chops 24 hours a day to keep our customers looked after, but simple errors can happen. Perhaps you didnt make it clear, or perhaps she misheard you, either way a quick phone call to our office would have solved your problem immediately Sheldon, it surely would have eaten up less of your valuable time than it did going to homestars first. That courtesy you mentioned certainly goes both ways sir, if it were me waiting for a service at my home, I would have called in again before going to social media....which can unfairly hurt good people with good intentions. I wish you had called us, we simply thought you needed to book a maintenance appointment. Our sincere apologies, it was an honest miscommunication between you and our dispatcher. Marnie Amodeo, General Manager
Reply created 9 Nov 2014
