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| - Our hot water heater went out on a Friday and flooded our laundry room and kitchen. With the water heater drained we called our warranty company and they called CNJ to check it out.
Through some communications with the warranty company I was told to call the owner's cell phone, which I did. He assured me they would be calling me in the morning (Saturday) to schedule an appointment. Marco, the technician, came by Saturday. He explained the costs of replacing the water heater and he told us that he'll be giving the information to the warranty company who will let us know what they cover and what they don't. About 20 minutes after they left the warranty company called me to let me know it was all going to be covered and that the service provider would be calling me to set up a follow up.
Sunday rolls around. We had literally boiled water that morning to wash coffee cups and the coffee pot. Also, we had noticed that the valve that shuts off the water to the heater wasn't working and the tank was simply filling up only to drain all over our floor again. This resulted in us needing to shut off the water entirely to avoid unnecessary damage to our house. We informed the warranty company and they said they would increase the urgency. We called and left a message with CNJ to express the urgency and to maybe get our foot in the door for Monday appointments. Marco (our technician) had mentioned that if we wanted a Monday appointment we should call early. We also called Monday at 8, 8:10, 8:15, and 8:35. We finally reached the young lady doing the scheduling.
Simply put, this young lady is the least professional person I've ever talked to in my entire life. We explained the situation and she told us we'd have to wait until Tuesday. Again, no water... have to turn on the main to flush the toilets... home warranty company has increased the priority... and she's telling us we have to wait until Tuesday. While on speaker my husband explains how this really isn't going to work to which she replies "fine" with a tone that I generally hear from teenage girl getting ready to make a scene.
What does "fine" mean, you might ask? Well, so did my husband and she replied "someone will be there between 1 and 4" and then as quickly as she snapped at us she literally hung up on us.
To this I say:
Dear Mr. CNJ owner, you need to get a handle on this woman and teach her some people skills, a little professionalism, and maybe give her a few strategies for prioritization. Also, Marco was very professional and had an excellent attitude, you can thank him for the two stars on this review rather than just one.
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