Dear Toolman in Highland Creek,
Thank you for your comments although I am surprised and somewhat disappointed that you did not speak with me directly to make me aware that you are still unhappy with the steps my company has taken to resolve your issues. Thus far, haven't I responded quickly to your concerns? You may recall, when we first met to discuss your concerns I admitted that the standard of the work in your home did not meet my high standards and I therefor agreed to attend to the issues, which we did. After the remedial work was completed, I understood from you personally thatyou were satisfied with the resulting installation. I was therefor surprised to hear that you were still disatisfied and so we met again, I agreed to install a flex duct collar because you believed it would permit the plenum to sit straight. It didn't, but I again believed you were happy with the result and our committment to try to have a happy customer, especially when you and I discovered that the existing supply and return ducts which the plenums connect to, are out of parralel by up to 1 1/2 in 10 feet, contributing to the issue of not having both plenums square. When I received a phone call from my Home Depot installation manager, to inform me he had met with you and he believed all that was needed to satisfy your concerns was a few extra sheetmetal screws in the plenum, I agreed to meet him over at your home and resolve your ongoing issue.
The screws didn't work, you were still unhappy, and so, in desperation to see you become a customer who had experienced Compass Home Services, and Home Depot's committment to Doing it Right, we offered to pay for you to have a contractor of your choice correct the problem at our reasonable expense.
Earlier today, I hand delivered my personal committment to fulfill the above.
Please take advantage of my offer. I believe it is the only way you will be able to appreciate how much our committment to customer satisfaction means to our entire organization.
Warm Regards
Bob Steenson, President of Compass Home Services Inc.