Dear Mr. Squires,
I want to take a moment to tell you how pleased I am with the service I recently received from your company. The hot water heater in our recently purchased home began leaking, and having never experienced this situation before, I wasn't sure what to do. I stopped be your company's location at about noon on Monday, August 23. I was promptly and courteously greeted and asked what help could be provided. I explained the situation, and within minutes was told that a technician would be available that afternoon to remove the old unit and install a new one. That was surprise number one.
The Customer Service Representative and Maintenance/Service Technician was detained at the previous location. I received a courtesy call explaining that he had been delayed and would be arriving a little later than promised. I was actually asked "Is that OK?" That was surprise number 2.
When the technician arrived and inspected my heater, he said it appeared to be a leaking valve and said it would be much more inexpensive to just replace the valve. Surprise number 3. After reviewing the situation, discussing the age of my existing water heater, and explaining options I decided to replace the unit with a new one. He did not in any way try to pressure me into purchasing the heater I thought I needed. Surprise number 4. Since the technician was delayed in arriving at our house, he did not have the new unit with him, and I immediately thought this would mean he'd have to go pick it up. Instead, he said he called and they were going to deliver it while he removed the old unit. Surprise number 5. He then expertly installed the unit, cleaned the area, and finished the job by approximately 6:00 pm. Surprise number 6.
As I said, I just wanted to let you know how pleased I am with the performance of your staff from the time I walked in until the time the technician left. The price was exactly as estimated, and while no one likes unexpected expenses, your staff made the experience pleasant. Thank you again, and if you have any questions, please feel free to call.
E.B, Port Huron