Water tank for water and home heating
We have been with the company for 2 years. Last year my water tank was maintained and the technician was very helpful and knowledgeable BUT did not identify any additional issues on this 14 year old tank. This year, the pipes started making a loud grinding noise each time we turn on the heat or hot water. Raul came in, flushed the unit and noticed 2 taps that leaked water, which on a 15 year old tank should be expected. He was very pleasant, professional and knowledgeable but unfortunately could not identify the noise issue 100%. The next day, him and Aaron came to do additional testing (no extra fee!) and Aaron pointed out the dip tube issue in 5 min. He is a water heating encyclopedia! We were very impressed with the level of his service and professionalism. Our old water tank/heater is on its last legs and should be replaced ASAP. I wish that Raul had been able to identify the dip tube problem the first time so we would not have to spend money on flushing the broken unit ($149) and new parts ($249+) which will need to be thrown out when the new unit goes in very soon... The quote we received on a Tankless unit is costly, but I have no doubt that if we choose to hire Aaron and Raul, they will do an amazing job. The only reason i am giving less than 10 is because of extra money we have to spend for the first visit, as outlined above. Otherwise, the service (call centre, technicians etc) from Accuserv is an 11/10.
- Approximate cost of services:
- $500.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hello Judith, Thank you for taking the time to review our company. We appreciate your loyalty to our company and hope that we continue to earn your business in coming years. We are honored that you consider our company to be a "11/10" experience with exception to this recent "billing" experience.
I would like to clarify an unfortunate miscommunication on our part. When Rahul was unable to resolve the unique issue with your water heating system, your bill was put on "hold" as we do not bill customers for work that has not resolved the problem. For future reference, we take things one step further by offering a "100% Satisfaction Guarantee" that states "if your not happy, you don't pay". Once Aaron returned to our office from your follow-up assessment your original invoice for the work performed by Rahul waived as per Aaron's instruction. You have no outstanding invoice with our company for any of the discussed services.
We are thankful for you bringing this to our attention. It's important for us to understand that we should be informing our clients about cancelled invoices in a more timely manner. More importantly, this has allowed us to understand that we should be doing a better job advertising our "satisfaction guarantee" so our customers can continue to use our services with 100% confidence. Our deepest apologies for not having delivered a 10/10 performance this time around. We will continue to improve. Thank you for your patience, support and understanding.
Amanda & The AccuServ Team