Gwyn Electrical Plumbing Heating And Cooling

"Gwyn Electrical, Plumbing, Heating, and Cooling is making a good faith effort to resolve the dispute. It has been out objective to reach out to the customer on four occasions to reach a resolution to the complaint. The customer’s complaint was received in letter form, immediately upon dispersion of the daily post on November 12, 2015, by the Gwyn Electrical, Plumbing, Heating, and Cooling Service Manager Jeff Clous. Mr. Clous phoned the customer at 3:55pm to get details of the complaint, as they were not described in detail to the BBB of NWNC. Mr. Clous also began an investigation into the complaint with the dispatching team, and had a conversation with the dispatcher representative Roger Hutchens, who claimed that he had indeed spoken to [Member name removed], and had inadvertently forgotten to book the original call-slip on the dispatch board. Mr. Clous discovered that during delays of the plumbing department during the course of the second appointment block, the customer’s assigned technician was later than expected, but spent an hour and a half fixing the original problem, which was a “shower diverter not working.” In closing out the invoice, the service notes on the invoice were described as follows: “Talked with customer about kitchen faucet drip, also tried to find leak on shower drain. No leaks visible. Sealed around the shower drain, just in case. He will let us know if it fixed the problem. Customer does not want to cut ceiling if possible.” The customer was charged $86 for the service diagnostic fee, and $93.00 for a Labor Only Repair – Tech Level 3. He approved the charges, but the technician did not collect onsite. On Monday, November 16th, 2015 at 9:19 am, the customer responded to Mr. Clous’ request for more details of his experience through an email. In the email, the customer stated that Saturday morning (the 14th), he found the leak (which one was not indicated) was not repaired. Mr. Buchanan did not contact our company for a call-back on our repairs, but made an appointment with another company to come two days later for an additional work order, which included even more plumbing repairs than originally indicated. Since receiving the email, Mr. Clous has tried three more times to reach out to [Member name removed] for a resolution, but we have not gotten a response. We are sending him an apology letter and gift card for his troubles. We have also dismissed the service and labor charges associated with his account. We submit this response, we are representing that it is a truthful account of our company’s experience with this customer."

"Our distributor representative is scheduled to meet with Mr. [Member Name Removed] on October 27th instead of the 20th, which we had scheduled incorrectly, and our service supervisor had already apologized yesterday before we received this review on Angie's List. We are still working to ensure Mr. [Member Name Removed]'s concerns are met."

"Mr. [Member Name Removed], thank you for taking your time to share your experience with others, and we thank you for doing business with us again! We understand your concern with our rates system, but assure you the $86.00 does indeed include our diagnostic, as well as cover bonding, insurance, labor, fuel, and a fully stocked super service truck to get to your home. We have not changed our diagnostic fee in a number of years to accommodate our customers, and enjoy being able to offer this rate as competitive in the marketplace. Thanks again, and we do hope you will entrust the care of your home to us in the future."

"Mr. [Removed member name], we can't tell you how much we appreciate you taking the time to write a review on our company, and sharing your positive experience. It has been a pleasure working with you, and we look forward to the care of your home for many years to come!"

"We are terribly sorry to see this review on our site! And terribly sorry this customer felt they had a negative experience with our company, as we always do our best to satisfy the needs of everyone who calls on us. We always make recommendations for repairs if we feel the safety or operations of any equipment in a home could be compromised, or if we can make suggestions on energy efficiency, we follow through with those. One thing we pride ourselves on is giving the customer the option to choose. We never force our service on anyone, and only provide services, or perform repairs for people who approve the work before-hand. We understand we will never be able to please everyone, but we can assure the public we would never compromise equipment for profit--we build our company from thhe integrity of our people."

"We really appreciate you taking this time to give us a review! And thank you for your kind words that we will share with our team. We are pleased that you were happy with you experience with Gwyn, and are humbled that you chose to tell others about it! We very sincerely thank you for your business, and we look forward to your home's care for the future!"

"[member name removed], we cannot thank you enough for weighing in on your experience with Gwyn's installation team. We appreciate you taking the time to share with others, and we want you to know that we sincerely look forward to the care of your home in the future!"

"We wanted to thank you for taking the time to write a review for our company, and we appreciate the kudos you passed along for the work performed at your home. Nothing is better for us that a happy customer, and we look forward to the care of your home's comfort equipment for many years to come!"

"[Member name removed], we appreciate your rating on Angie's List! We are very pleased you felt well of your experience with our company and decided to share with others! We look forward to the opportunity to work with you again!"

"[member name removed], thank you for your review! We are thrilled you had a good experience with our company and decided to talk about it, and we look forward to providing care to ensure your home's comfort in the future!"

"Thank you, [member name removed] for your review of our company. We appreciate the time you took to let others know you had a good experience with our company, and look forward to the care of your home in the future."

"We were surprised to find this review, [Member Name], and our management team is concerned by the nature of the way our company was represented with your words and complaint. After 5 separate trips to the property on October 6, 13, 15, 20, and 21 to ensure your work was completed as described in our estimate, and to accommodate set-backs in dates due to issues that needed to be rectified before we could begin our work, like our team being provided the wrong water-heater, which was purchased against our recommendations, and for the necessary items blocking our field of work on two separate occasions, we feel we gave you every consideration possible to ensure not only the job was done, and in a professional manner, but also in accordance to ensuring your happiness with our work. The final portion of the job is still pending your purchase of the stove/oven equipment, where we would make the necessary final hook-ups as described to complete the work. The work has not yet been invoiced to our billing system, as the call-slip is still open with our technician. We are at a loss as to how we can make this situation better for all parties--we are really disappointed that after all of our efforts, this is how you have chosen to voice any grievance without giving us an opportunity to make any necessary corrections, if any. Insofar as the pricing is concerned, our total fell under the $2,000 mark, and was approved prior to our starting the work. It is our hope that others coming to Angie's List to find referrals for qualified, accredited and professional contractors, in seeing your review and grade of our company, will not consider your testimony a factual account of who we are, and how we do business. We performed all items in the way you desired them to be done, and as our technician was directed. A member of our management team will be in touch to inquire if you are still interested in us completing the project we have been contracted to complete. Thank you for your time."

"We appreciate the kind words regarding our company and the positive remarks about service we have provided. We thank you for your continued support of our business and look forward to taking care of your home's electrical, plumbing, and/or heating and cooling needs for the future!"

"Thank you for posting your review with Angie's List regarding our company! And thank you for the positive scores and comments. We are very happy you were pleased, and look forward to the service and care of your home again."