We haven't had hot water in a week.
Sunday- tech diagnoses problem and orders new water heater
Monday - crew arrives and installs new water heater
Tuesday - no hot water. New tech says, "oh, you didn't need a new water heater! You needed a new valve. I don't have that. We'll order and install tomorrow"
Wednesday - No hot water. New tech arrives. Says "oh, that's not the part you need. You need a different part. I'll order it and install tomorrow"
Thursday. As of 1:00 pm No hot water, no call from Enercare tech and no follow up from customer service.
When you call the customer service line (which I have done 4 times), they tell you they can't communicate with the techs in the field and this is a matter for their district office. They can't give you the number of the district office so you have to just wait, wait, wait.
In all of this back and forth only ONE EMPLOYEE said she was sorry this had happened.
Enercare: You need to get your house in order. Re-train techs to appropriately diagnose issues. Have parts more readily available for your techs so they can finish the job. Look at your tools for communication and for Goodness sake, train your customer service teams to empathize and apologize! Empower them in the art of customer service recovery.
- Approximate cost of services:
- $0.00