Response from Absolute Clean
ABSOLUTE CLEAN 895 Babler, Florissant, MO 63031 (314) 327-5745 Certified in Mold Testing and Remediation, Water Removal and Remediation, HVAC Certified, Air Duct and Dryer Vent Specialist, Certified Chimney Sweep and Inspector This letter is in response to a negative rating placed against Absolute Clean on Angie’s List. Customer: The Member Absolute Clean had an appointment to clean the chimney the member's house on October 26, 2011. Due to a scheduling conflict, we discovered we would not be able to be there on that date. Well before the date, the customer was called, the situation was explained, and we apologized for mistakenly scheduling two jobs at the same time. There is no excuse for double-booking. The customer was very gracious, and we were able to set up the mutually agreeable date of November 2, 2011, with an arrival time scheduled between 3 and 5 p.m. Around noon on November 2, 2011, after leaving another job, we experienced severe vibrations at speeds near fifty miles per hours (to the point of being alarming) in our work van. We were able to limp safely into an auto repair shop, but could not be serviced immediately. Near 1:20 p.m., when the shop still had not started on the van, and not knowing how long it was going to be we called the customer, explained the problem and informed them we might have to reschedule. When the repair shop finally looked at the van, around 2 p.m., they quickly found there was a chunk missing from the right front tire. It was a quick easy repair and we called the customer as we left the repair shop at about 2:30 p.m. to let them know we would be on time. Again, we called the customer to say we would make it on time, but the customer informed us that they would no longer need our service. We are presently negotiating with the customer, trying to find a way to make this right. More than anything, we regret that our zeal in keeping the customer notified of our concerns on being delayed, lost us their business. If we hadn’t called about the possible delay, we would have arrived on time and had another happy customer, but we think failing to notify a customer of a possible delay is the more serious sin. As it is, it is not that we were a no-show (we were canceled) and the customer did not find fault with our work. We greatly regret that we could not complete the job and add them to our family of satisfied customers. If you have any questions or would like additional information regarding this Angie’s List response, please call Jason @ (314) 484-2789.