Response from EnergySmith Home Performance
Mr [Member Name Removed], After our initial response, we realized that you are commenting on something from 7 months ago. THE FACTS The Asheville office has never run a $499 special for an attic fan. The Simpsonville office ran their very first Angie's Big deal in October according to our Angie's records.. I am personally writing this letter to you as the Asheville office manager. Instead of enjoying the first vacation I've had in 5 years I'm worrying about responding to an individual, whom we've never met, that has given us an F over something that we understand happened over 7 months ago and that has never been brought to our attention until now. EnergySmith Home Performance takes EVERY comment and review very seriously. We take pride in our work and our relationships with our customers. That's why we have a 99% A rating, Super Achiever Awards and Honor Roll. We have tried for almost 2 weeks to resolve this matter with Angie's List. Why did you call the Asheville office if you were responding to a big deal from another office and not call the phone number listed? Sometimes we do mistakenly get a phone call at the Asheville branch for our other locations when folks are searching the internet. My procedure is to immediately either call that office, text, email the information to them or simply give the customer the proper phone number. If there was a specific question I would have picked up the phone and relayed the question with the contact information. Neither office has a record of your phone call and to be given an F seven (7) months later is confusing. I know that folks are human and if I made a call to a business and didn't get a return call, I would pick up the phone and call again. I certainly wouldn't even consider giving anyone such a horrible grade. Why in the world didn't you just pick up the phone and make a 2nd call or use the Angie's message center and inquire directly to the Simpsonville office? That office started their 1st big deal in October, so we're still confused how you responded to something that according to our Angie's records wasn't even in existence the first of September. I would NEVER tell a customer that we can't give out that information. If I don't know. I would just tell you "I don't know but I'll find out for you." Considering we use multiple fan manufacturers it's impossible to tell you which fan would be used. The roof type determines the particular manufacturer brand that we choose for a home. Unlike some companies that use one particular brand, having multiple brands should explain why we could not answer your question. If you are truly a customer who is so very unhappy, I wish you would have reached out to us and we would have resolved the situation 7 months ago and I could be enjoying my vacation. It is very difficult to address a concern that is seven (7) months old and that we knew nothing about. Regardless, both myself and the Simpsonville office manager go above and beyond to make sure our customers are taken care of. We have poured blood, sweat and tears into this company and take very seriously any comments that reflect personally on us and on the company. Last I heard the only person I know that is perfect is Jesus. And although we do strive for perfection, unfortunately there's always a chance that perfection will not be reached. Not only does your review effect our company it also effects our crews and their families. If I made a mistake I sincerely apologize for that, and if the Simpsonville office didn't call you back I'm sorry for that as well, but we are human beings. I will be the first to admit if I make a mistake but we do not have a record of your one and only call. I would think if you were a business owner and had the same accusations you would not appreciate such a severely critical review over something such as not being able to answer your question about the fan manufacturer name (without seeing your home) and the fact that maybe somewhere in the mass amount of work that we complete in full every month you got lost in the shuffle. If that is the case do you honestly think that deserves an F? I hope whatever your business is that you never make a mistake. Everyone deserves a 2nd chance. We're even willing to come look at your home to determine what could help you to achieve a more energy efficient home, even after you have treated us so unfairly. I would hope that you reconsider your grading system and change it to a more fair grade.