Response from Kalka Heating & Air Conditioning Inc
Dear Member, Thank you for your feedback. You can rest assured that your comments will not be dismissed and will be used to improve our customer service. We are sorry to hear that you were unhappy with the communication about your appointment window. As we explained to you over the phone, we have a flexible appointment schedule that is set up with appointment windows. This is best practice for our industry since each appointment is different and times on each job vary due to unanticipated factors (i.e. unexpected repairs, concerns, availability of parts etc). We update customers as soon as we can about their appointment time. We also do our best to follow the notes left on a job summary so that each customer can be taken care of appropriately by anyone in the office. The notes for your job indicated that you would not be home until after 3 PM and that you requested a call to confirm the technician’s arrival time. It was not until 4pm that our Customer Service Representative was able to evaluate how much longer the technician would need at his current job. At this point, we communicated to you that the technician was running behind and could arrive in approximately 2 hours. While this is not ideal, again, this is why we have appointment windows. Furthermore, we offered to reschedule for a time that was more convenient for you. Again, we sincerely apologize for any inconvenience and want to reiterate that we did everything within our power to meet your needs. We wish you the best of luck on your project and hope that you will keep us in mind next time you have a plumbing or heating and air need. Thank you, The Kalka Heating and Air Team