Response from the owner - 2 months ago
It is our policy to offer the next customer in line the opportunity to have their appointment moved to an early slot. If we are unable to reach them by phone, we will attempt to go by their house. We assume all our customers would like to have their problems resolve as soon as possible and can let us know to come back if it's inconvenient at that time. When friction such as this arises in scheduling, it is also our policy to offer the customer another appointment as soon as possible. When appointment is refused and the customer cannot be helped, we will recommend several other reliable HVAC companies that may meet their needs. We try to give the best advice possible that is both fiscally intelligent and follows best practices. When a customer alerts us his or her system is over 25 years old and there have been no less than six separate HVAC companies that have tried to repair it without success within a very short span of time, our advice would be to replace it. Given the dynamics of this particular Saturday with a 100 degree heat index, one on call tech on duty, 13 homes without A\C service, two of which had medical issues, following our policies helped us restore service to all of almost all of them. No one should be berated with rude language or have their honor and integrity questioned simply because an unobtainable request that would adversely impact others is not met to their satisfaction either on the phone or in person.
At no time was this customer invoiced for his service call.
Lastly, I am proud that I was able to serve our country as a U.S. Marine for 30 plus years and as such, made these three principles the ethos of our company.
Honor: Performing honest, professional HVAC work that you are proud to put your name on.
Courage: Always doing the right thing for the right reason regardless of pressures to do so otherwise.
Commitment: We are committed to delivering the best possible service to all our customers.