| rev:text
| - This is a letter that I sent to the owner of the company with no response.
Mr. Miller,
I wanted to give you feedback with the service I received on February 17, 2015. On that day, I woke up with no hot water. After searching the Yellow Pages, I decided to call your company for service. First, the response time of a call back was fantastic. After leaving a message, a received a return call within 10 minutes. The second call back to schedule the actual service call was fantastic too. The technician was very nice and informed me that I would be charged a service call of $39.95. No problem. While on the phone with the technician, we determined that just replacing the hot water tank would be a better long term strategy than trying to fix it. I agreed but decided he would make that call once he actually inspected the tank because maybe it would be just an easy fix. Great service. I informed him of the water tank size and exchanged all the necessary information. Before we hung up though, I asked what would be the charge for just replacing the hot water tank. He informed me company policy is to not exchange that information over the phone. A lot was dependent on the job than the actual tank itself. I've replaced a few electric hot water tanks with minimal easy so I figured how bad could this be since it was newer construction and the tank was free and clear of all obstacles. I would have tackled this project myself too but since it was gas, I was a little more apprehensive. So based on a normal tank cost of $400-$600, I figured how bad could the labor be. Maybe $200-300. When the technician came out and gave me his price, I nearly fell over. $1,396 to replace with a sub-par hot water tank!!!! And then if I chose NOT to have the tank replaced, I was still going to be charged the $39.95 for the trip charge. I have NEVER been charged to what I consider to be an estimate. I knew, as well as you, your technician was going to push for a new tank rather than fix the old one. Again, the old tank was around 8 yrs.' old so I get it. Your business practice is atrocious. If I had not already taken the day off for this issue, I would have found someone else to fix the problem. At any rate, I paid it for nothing else than to put the hot water tank issue behind me. However what you did accomplish is to never have repeat business from me again. In addition, I will not recommend your company to any family, friends or neighbors. When you live in a plan of homes, as I am sure you are aware, people look for recommendations when they see work vehicles in driveways. I find it interesting that you would try to take advantage of consumers on such a low ticket product with the risk of losing repeat business on higher ticket items. Oh yeah, the technician said if I had been a repeat customer I would have been eligible for a discount. Really????
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