We called about a week ago to fix the heat and a guy came and said the problem was fixed. The HEAT IS NOT FIXED and it is 50 degrees in my house! I have called the 24-hour line 3 TIMES in the past 2 HOURS!!!!! They keep reassuring me that they have "paged the guy" and that he will call me in "15 minutes or so." I don't care if he can't get to the house right away, I just want a call. The only reason why I haven't searched for another company is because I WANT THEM TO FIX THE PROBLEM THEY DIDN'T FIX THE FIRST TIME!!! AWFUL CUSTOMER SERVICE!
RESPONSE FROM R&R Heating & Air Conditioning:
Hi Adrienne - we are so sorry we weren't able to take care of you that evening. As we mentioned to you on the phone, for whatever reason our tech was not able to reach you and ultimately as a company we let you down. It was an isolated, rare incident but still it should not ever happen. Normally our 24-hour emergency service is seamless and the lines of communication are solid between our 24-hr dispatch, on-call technicians, and customers. However in your case something went wrong, and we take complete responsibility for it.
We genuinely feel bad about your experience and hope there is some way we can make it up to you and regain your trust. We've taken action internally here to improve our procedures so that this situation will not be repeated in the future. Please accept our heartfelt apologies and let us know if there's anything more we can do for you to make it up to you.
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