Response from All Plumbing 24/7 Inc
Again we express our apology to the member. Our normal operating procedure is to never give an exact arrival time except for the first appointment in the morning as we cannot predict how long the service at an existing customer will last. Sometimes it is shorter and sometimes longer than expected. Our normal procedure is to ask if the customer prefers morning or afternoon. If the customers says afternoon, then we indicate that it will be after 1:00 and we will call the customer when the tech is on the way. The member's home is just outside the area we service and we should have expressed this on the initial call, however, apparently at the time of the call, we made a decision to go beyond the service area. When the member called from his home rather than await our dispatch call, we could not send a technician or give an arrival time that afternoon and offered the first call the next morning. His decision was to call another provider. We are glad he was serviced so promptly and understand that we failed in communicating to his satisfaction and did not provide the service he expected. We are sorry.