Mission Mechanical Corp

"[member name removed], I would like to start by saying thank you for taking the time to post a review for our company. As much as everyone enjoys hearing the positive reviews, we believe it is the critical reviews that we can both learn from, and from which we can build a better company for our future customers. In reading your review, I was most alarmed by our punctuality and responsiveness marks. At Mission Mechanical, we know and understand that your time has a value and that our promptness is of utmost importance when planning your day. Our customer service and scheduling department works hard to give our customers an accurate time table to which our technicians will arrive. We try our best to allot enough time for our technicians to complete their jobs regardless of the day’s business. We apologize, not only, for postponing our arrival, but attempting to delay your service to the next day or the day following. We will continue our efforts to get better. I reviewed our technician’s notes on your call and spoke with the individual that proposed the pricing for repairs. The water heater had a bad gas valve and conversion door which our Whirlpool parts supplier quoted for much more than $40.00. According to our supplier, the gas valve was a revised model for that brand of water heater due to past problems, which is why there was a leave time of 2 days. I will be sure to contact that supplier to inquire about the price difference. In addition to diagnosing the water heater, we also evaluated your furnace in full to determine its condition and possible necessary repairs. When giving such a diagnosis, we conduct a full inspection of the HVAC system, informing our customers of not only what is necessary for the equipment’s operation but items that could prevent future breakdowns. In essence, we perform a “21 point inspection” every time we look at a customer’s heating or cooling system. We feel it is our responsibility to give our customers a full picture of their heating and cooling system’s functionality, from the initial cause of failure to what could happen down the line. In your furnace’s case, the price proposed was for much more than just cleaning out the furnace. The pricing was based on replacing a rusted out flue pipe that exhausts harmful carbon dioxide from the furnace, as well as, cleaning the evaporator coil which could prevent a breakdown in your cooling system when spring arrived. These two tasks could easily take 4 hours or more depending on the accessibility. I will evaluate the pricing further, but our pricing is rigidly based on a system that we have consistently tested in the marketplace. Knowing that we are not the biggest plumbing, heating and cooling company in town, we work to make sure our pricing is competitive, and in most cases, lower. Again, thank you for your review. I hope there is a way that we can one day regain your business. We will be sure to present your review in our next service meeting so that we can use it as a stepping stone to becoming a better company. Thank you for your business, Jon Arbuckle Sales Manager"

"[member name removed], Thank you so much for the kind review. We continuously strive to make both customer service and customer satisfaction our primary goal at Mission Mechanical. Your review lets us know that we have been successful in that goal. We appreciate your business and look forward to seeing you in the future. Thanks, Jon Arbuckle"