Response from the owner - 5 months ago
Katrina, I apologize for the experience you have had with us. It is not our intention to have a customer feeling badly about us, and one of my customer service team members will be calling you to figure out how we can fix that for you. We appreciate you letting us know about this so we can make it right!
To make sure we're on the same page, this is from your invoice history:
*8/31/15 We gave you a discount on our services to make up for our mistake
*8/5/15 We wrote that you need to change your filter more often
*4/7/14 We wrote that you had 2 different filter options: 1", changing monthly or 4", changing every 3 months
*10/31/13 We wrote that we replaced the 4" filter in the old electronic air cleaner cabinet with a 1" filter and advised on changing frequency
As you can see, we have addressed the filter on many of our visits, and gave you a discount to make up for a mistake we made. It is not our intention to blindside our customers, and we have discussed the filter on many of our visits to you. That being said, I can understand how you are upset that we didn't let you know that you could purchase the 4" filter from us before your appointment since it is not a standard stock item. When my team member contacts you, they will be offering a free 4" filter or three 1" filters to make up for the misunderstanding. I hope that you can understand that we did not deliberately withhold any information from you and would like to do what we can to make that up to you.
As for the over billing, we apologize for the mistake. We did accidentally double charge your card last year but refunded it as soon as the mistake was realized. However, I'm unclear on when we didn't bill you, so please give me a call to discuss that particular point. We always like to hear when we haven't done something correctly so we can learn from the situation and fix it.
We also apologize for the garage door not being closed. That's an oversight that we don't tolerate and will be addressing with our technician. Please know that we are in the business of making our customers happy. The last thing we want is for you to be unhappy with us, so we would really like to make this right for you. Please feel free to contact me directly to discuss any concerns you have. My team will be reaching out to you shortly and I hope we can come to a resolution that works for you.