Kanawha Valley Maintenance

"We sincerely apologize for the inconvenience that Mr. [Member Name Removed] went through. On Wednesday when his wife called to report a problem we did not have any openings and informed them that it would be the next day. We did not believe this would be a huge issue due to the fact that the customer does have other heat sources available in the house. On Thursday the customer requested a later appointment (after 2:30). The tech that was originally on this job was tied up on a different job running heavy machinery so we scheduled a different tech to come out. This tech drives what we call one of our "installation trucks". Once he was on site he called to inform us that his truck was to big and would not make it up the customers drive way. We contacted Mr [Member Name Removed] immediately to inform him of the situation and did inform him we would be out the following day. We sent out our tech on Friday morning with 6 service calls to take care of. We put them in order to make Mr. [Member Name Removed] last (as he requested later in the day, after 3). At around 1:00 our tech was ready for his last call which was Mr. [Member Name Removed]. We did make contact with them for our tech to go, however it was not a good time for them and they still requested later. Our tech was in his area as his second to last call was also located in Pinch. At this point he was in the area with no other calls. From a business side we could not keep him in the area for 2 hours waiting to do a call. In our line of work it is very difficult to give someone an exact time of arrival. We always tell our customers that the only time we can guarantee is the very first call of the day. After that, we call the customer before the tech heads their way. We do try our best to honor when a customer requests later in the day, however it is more difficult. Our scheduling can be difficult due to the fact that we never know how longs a call will last. On that particular day he had 6 calls, which normally would be a good full day of work, unfortunately Friday is was not. We sincerely apologize that Mr. [Member Name Removed] is not satisfied with our service and would gladly welcome another chance to earn his business back."

"The plumber that was on site has been with our company for 22 years. He used a product called Flow Easy. This product is safe for all types of pipe. We tried to make contact with Mr. [member name removed] on more than one occasion. We even set up times for the owner to call him (twice) in which he did not answer. Once the owner was able to make contact with him he was not interested in working together to resolve the issue. He was not interested in listening to anything that the owner had to say. Customer stated an issue with the smell. The owner talked to him about several possibilities concerning the smell, however he did not want to hear any of these. Mr. [member name removed] ended the conversation belligerently stating he was going to leave negative feedback on Angie's List then hung up. It's very disheartening that someone jumps to leave damaging negative feedback when they were not willing, on more than one occasion, to resolve the issue."