HOMEPLACE FURNACE DUCT & FIREPLACE CLEANING

"Thank you (removed member name), I will let your technicians, Paul and Joe, know that you appreciated their efforts ."

"It was brought to our attention that the homeowner found a couple areas that were missed on the dryer vent line. We have a service guarantee and offered 4 times to come out and review the vent line and make it right. It was further explained that the vent line at her location was a very rare and non-typical vent line that is known to be difficult. The Homeowner would not accept our willingness to return and wanted all of her money back for all of the 5 separate services, but we felt this was an inappropriate request. It was agreed that we would refund her $70.00 for the dryer vent line several weeks ago, and we have yet to hear from her. The furnace chimney was filled with debris that would cause high carbon monoxide issues with the furnace if allowed to continue to build. We are either contracted or referred by Minnegasco and many other contractors to clean chimneys, because we have the experience and equipment that they do not have. This was explained to the homeowner several times over the past few weeks"

"I am quite bewildered by the report that the member has written, as it is remarkably inaccurate. We were pleased to service her home, but did find her to be a unique individual, so perhaps that has some bearing on the report. Approximately 2 days after the service, the member called and said that she was not happy with the job. I inquired as to why, and she said that the techs missed all 3 vents in her living room. I told her that I would contact the service crew and get back to her. The cleaning crew in question, has a combined experience record of 24 years, so I was not surprised, that they could still recall each and every vent in the member's home. So I asked that they call and assure her that the vents were serviced, and give her a detailed description of the 3 vents location. And if we could not assure her, that we would happily return and service them again. I received another call from the member shortly after the service techs had spoken to her. She was very angry and said she knew that we missed the vents. She said that they could not have serviced them, as the furniture was in the same place. I tried to assure her that all of our service crews take great care to return all furniture to its original position. She was still adamant that we had missed the registers, so I cheerfully offered to have a crew return and service them at no charge. I even offered to have a different service crew come out and service the 3 vents in question. I am still not sure why the offer to return to her home agitated her so, but it did. She said she was not going to have anyone return to her home, and began to say some very unpleasant things. Once she was finished, she said she did not wish to talk about it any longer and said goodbye. Two days later, she called and said that what was really bothering her, was that she spent more than she wanted to spend for the service. She said that she knew the work needed to be done, but did not like the bill. I asked her how I could help her, and she said she wanted $70.00 back. At this point, all I wanted to do was make her happy and put the matter to rest, so I told her I would have the accounting office return $70.00. She called back two days later, screaming that she had not gotten the $70.00 yet, and threatened to call the BBB, write bad reviews and call the attorney general. Once her rant was over, I told her that the check should arrive the following day, as it was indeed sent out. She laughed, said that she would look for it in the mail the next day and hung up. That was the last we had heard from her until receiving her negative report. I know in my heart that we offered every possible solution and did all we could to please the member, and are not deserving of such a poor report."

"It is company policy to give a free general inspection to all HVAC related gas fired appliances. And if we see something that needs to be brought to the homeowners attention, that is our professional responsibility to do so. Should the homeowner wish to hire another service provider, that is certainly their preogative, but we still do a thorough exam, as per state and contractor insurance guidelines. We quoted and gave them the price of $99.95...which was the same price we gave them 6 years earlier, since they were repeat business. So there was no price increase for the air duct cleaning. They paid exactly what they were quoted to have the air ducts cleaned, and declined the additional suggested service of the hot water heater. The error on the hot water heater not being in service after we left, was indeed our responsibility. Upon showing the homeowner the large amount of scale and debris that was fouling the burner, some unknowingly fell on top of the burner when the cover door was replaced. We recieved a call the next day about teh water heater being out, and we promplty returned that day to correct the issue. So end result was a job done well overall. The customer was given a better rate than others, because they were repeat business. An oversite with faulty equipment was rectified immediately. A grade of "D" is certainly not warranted."

"WE RECEIVED A CALL FROM THE MEMBER THAT HER DRYER WAS STILL TAKING A WHILE TO DRY THE CLOTHES AND ASKED WHAT WE COULD DO. WE TOLD HER OF OUR SERVICE GUARANTEE AND SET UP A TIME TO COME OUT AND VIEW THE VENT LINE AGAIN. THE LEAD TECHNICIAN ARRIVED AND TOOK CARE OF THE PROBLEM WITHIN ABOUT AN HOURS TIME AT NO ADDITIONAL CHARGE. HE EXPLAINED TO HER THAT HER 40 FOOT DRYER VENT HAS MANY BENDS AND TURNS, AND SINCE THE LINT INSIDE WAS WET, IT WAS DIFFICULT TO REMOVE. OVERALL, IT WAS A MINOR ERROR THAT WAS CORRECTED IN ACCORDANCE TO OUR SATISFACTION POLICY. WE DON'T PROFESS TO BE PERFECT, BUT WE SURE TRY... AND WHEN WE FALL SHORT OF PERFECTION, WE GLADLY RETURN TO SATISFY OUR CUSTOMERS WITH OUR SERVICE GUARANTEE."