Quality Heating, Electrical & Air Conditioning

We have communicated directly with our customer and have waived the charges associated with the diagnosis and minor repair We apologized for the confusion caused by our explanation of how our quality service agreement, reduced diagnosis charges associated with our quality service agreements, and dispatching policies Basically, our customer called and complained about having no heat, so we dispatched our service technician to his home for a diagnosis and repair, not a preventive maintenance call We did not adequately explain to him our policies, especially the policy of scheduling preventive maintenance and inspections during the "slow" time of the year, so as not to adversely affect out ability to service our "no heat" customers during the busy times of the year Our customer did attempt to purchase the quality service agreement and agreed to pay for it upon our service technician's arrival What was not explained properly was that we would diagnose his problem, correct if possible, and reschedule to come back at a later date and complete the preventive maintenance and inspection We only charged him the reduced diagnosis charge, and charges for a minor repair, which we have waived We used this experience to better train our dispatchers and office personnel, as well as our service technicians to avoid this type of miscommunication in the future