Response from GallettAir Inc
When a customer calls in with a request for service, its our protocol and / honest business to advise them to check certain items. Then they either call us back with their results or we can also wait on the phone. Many times, safety switches, circuit breakers and thermostats are accidentally turned off or tripped causing the system not to function. This customer claims we were closed when she needed us. Although our corporate offices may close at 5-pm, We do have a true 24- hour emergency service with one of the most advanced answering services and technician communication systems available. Response would have been within the hour and on that particular evening, our entire fleet was out in full force. Had this customer called us back as discussed-- We Would Have Responded (that evening) not the next day. Bottom line is that (we operate a honest company.) We always try to save people money, by helping them to learn their systems to avoid unnecessary service call charges. (This is what we were trying to do in this case.) Many times-- we arrive at a call where a safety switch was accidentally turned off or work was being done in the home and breaker was turned off or a thermostat was not set correctly. When the customer was charged $185.00 plus tax for the service call, for just turning on a switch. (the customer was not happy) this is why we have these procedures in place. We were just trying to do the right thing. I hope this explains our position. Personally, I'm sorry the customer feels we deserve an (F) for trying to save her a service call charge. (Most people are thankful.) Had she called back as discussed, we would have responded to the home quickly and her heating system would have been repaired that night. Contrary to the statement we were closed. We are available 24/7 365 days a year. Service is our business.. We Never Close.. Carmine Galletta/President/Owner