Response from Baker Brothers Plumbing, Air & Electric
After reviewing the service call to this member's home, we contacted her regarding her dissatisfaction with our company. It is our policy to provide the homeowner with different options, when feasible. In her particular case, we acknowledged the tech had neglected to do this. He only provided her with replacement prices, which would be higher than repairing the parts involved. We regret she was given the impression he was taking advantage of her because she was a woman. Our mission is total customer satisfaction and that would include our clients feeling comfortable when our tech visits their home, which we explained to her. In an attempt to resolve this issue, we refunded her service call fee and mailed her a $75 off discount coupon should she use our services in the future. She stated she appreciated our contacting her and that she would revisit her comments on Angie's List to indicate we had contacted her to address her concerns. We sincerely hope she will revisit using Baker Brothers in the future if she has any plumbing needs. We feel confident she will be very satisfied with the service she will receive. In addition, we have addressed this situation with the technician involved and this incident will be used in our weekly training session to lessen the probability of this happening again.