LexPro Plumbing Heating & Air Conditioning

"I apologize for your experience; beginning with the lack of communication on the morning of your appointment. I understand how frustrating that can be, especially when you have rearranged your own schedule to accomodate the appointment. The training for the technicians usually took place on Friday. The change to Tuesday was last minute and caused the delay. This issue has been discussed with the Dispatcher to make sure the gap in communication doesn't happen again. I answered honestly when I said that I did not know how the technicians are paid. I have since asked our Service Manager and found out that our technicians are paid by the hour and do not work on commission. I hope this clears up any misunderstanding. Our technicians are trained to give the customer options and the pricing of those options upfront, before doing any work. The technicians have the customer choose what option they desire, even if it is sending the technician away without doing any repair. Thank you for you post."

"We appreciate your comments as it is our goal for every customer to have the same experience you have had. We constantly strive to provide the highest level of customer service."

"Unfortunately, on that day, we had a technician who called in ill and so we had to scramble to rearrange his calls and place them on another technician. Another factor was the person in charge of keeping the customer updated on the technician’s status. That individual did not perform that task properly and as a result is no longer with the company. The person handling that responsibility now is much more experienced and professional. If such delays occur in the future, the customer will know exactly the status of the technician throughout the entire process. Based on more than 25 years experience and over one million completed jobs, we now “build” the price for each job type by applying the material, average labor, overhead and profit to each of these jobs. With this system, our clients now get what they truly want, “The cost before the work is performed.” Nor do you pay extra if our technician takes longer than the average amount of time required performing the work. We did follow up with this customer after the service was completed and did express our sincere apologies for the delayed response time that was unfortunately unavoidable due to the circumstances. The Licensed Service Technician provided the customer with a reduced service fee and a 10% discount off the services. Please refer to our other reports to gauge a more accurate description of our company. Thank you."

"I am glad we had the opportunity to serve you. I hope your experience with our company went beyond pricing, but were treated with utmost respect and courtesy. We value you as our customer, and no matter what the final price you will ever pay for services from our company, I trust that the value you receive always surpasses the price. Thank you for your business. It's customers like you that enable us to serve others. David Foster"

"We appreciate the great feedback that our customers give us. Although I'd like to say we performed an exceptional job just for this Member, I cannot. We truly strive to make sure that each and every customer we provide service to is more than just satisfied. Much time and money go into ensuring ALL staff is thoroughly trained in not only the technical aspects of the company, but also customer service. We pride ourselves on providing the "BEST CUSTOMER EXPERIENCE" to our customers. Thank you for your kind words. We promise to do our best to always provide the very best service you could ever expect to receive from any service company. We appreciate your business and always look forward to the next opportunity we have to serve you. Sincerely, David Foster (President)"