I read Mr [redacted]'s concern and I am very sorry Robert didn't contact me directly. I understand he called on a Saturday and [redacted] did not have a service technician available at that time. I asked that a technician from our parent commercial and industrial company (Titan Mechanical Solutions)...
respond to Mr [redacted] needs of not having any heat. Unfortunately the technicians strengths did not match the customer's needs. As a result Mr [redacted]'s furnace was not properly serviced to his satisfaction. We take pride in doing things right the first time, but that certainly did not happen in this case. As a businessman who believes in doing right by the customer, you do everything in your power to put in place the policies and procedures so this doesn't happen. We have reevaluated our emergency call policy and have made the changes necessary so this doesn't happen in the future. I am sorry that this happen, but it did. I hope Mr [redacted] can accept our sincere apology for his aggravation in this matter. I have instructed the billing department to remove all charges ($454.51) from Mr [redacted]'s account. I would also like to extend to Mr [redacted] a free service call or Service agreement so that he could experience our true Front line service department. My contact information is ###-###-####.Sincerely Dave S[redacted]Service Manager[redacted] of Fairfield
I read Mr [redacted]'s concern and I am very sorry Robert didn't contact me directly. I understand he called on a Saturday and [redacted] did not have a service technician available at that time. I asked that a technician from our parent commercial and industrial company (Titan Mechanical Solutions)...
respond to Mr [redacted] needs of not having any heat. Unfortunately the technicians strengths did not match the customer's needs. As a result Mr [redacted]'s furnace was not properly serviced to his satisfaction. We take pride in doing things right the first time, but that certainly did not happen in this case. As a businessman who believes in doing right by the customer, you do everything in your power to put in place the policies and procedures so this doesn't happen. We have reevaluated our emergency call policy and have made the changes necessary so this doesn't happen in the future. I am sorry that this happen, but it did. I hope Mr [redacted] can accept our sincere apology for his aggravation in this matter. I have instructed the billing department to remove all charges ($454.51) from Mr [redacted]'s account. I would also like to extend to Mr [redacted] a free service call or Service agreement so that he could experience our true Front line service department. My contact information is ###-###-####.Sincerely Dave S[redacted]Service Manager[redacted] of Fairfield