Pretty disappointed. This started well. Filled out the form online with the instructions of what we needed. We needed the gas lines to some appliances disconnected, plus some some idea of what is possible with the gas pipe movement. Got a call the next day, and explained what we needed. Quick scheduling. The tech called a few minutes before arrival. My spouse was home. The tech arrived and told us to contact the gas company in terms of the gas pipe movement. The tech turn off the gas to the appliances and unplugged our old stove top. No problem. Tech was friendly and professional. However, the gas lines were still connected--and we were charged $150+. We called the next day and talked to the service who said they would call us back. No response that day. I called the service the next day and they said they would call us back. The tech did later that day. Apologized stating that he talked to my wife and it was a communication error. That's understandable. However, no offer to correct the problem/concern was made (no partial refund, no offer to come back out to fix it)--not exactly the customer service approach I would expect for a communication error--and I'm unsure where the communication error happened. We're disappointed and out $150+ Tips for others: communicate with everyone what your needs are each time. Do it on the online form, do it with the scheduling service, do it with the tech when they call about the visit, and explain it the tech when they are doing the work. Don't assume that the expectations will be communicated properly. If you do, you'll probably be disappointed too.
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Pretty disappointed. This started well. Filled out the form online with the instructions of what we needed. We needed the gas lines to some appliances disconnected, plus some some idea of what is possible with the gas pipe movement. Got a call the next day, and explained what we needed. Quick scheduling. The tech called a few minutes before arrival. My spouse was home. The tech arrived and told us to contact the gas company in terms of the gas pipe movement. The tech turn off the gas to the appliances and unplugged our old stove top. No problem. Tech was friendly and professional. However, the gas lines were still connected--and we were charged $150+. We called the next day and talked to the service who said they would call us back. No response that day. I called the service the next day and they said they would call us back. The tech did later that day. Apologized stating that he talked to my wife and it was a communication error. That's understandable. However, no offer to correct the problem/concern was made (no partial refund, no offer to come back out to fix it)--not exactly the customer service approach I would expect for a communication error--and I'm unsure where the communication error happened. We're disappointed and out $150+ Tips for others: communicate with everyone what your needs are each time. Do it on the online form, do it with the scheduling service, do it with the tech when they call about the visit, and explain it the tech when they are doing the work. Don't assume that the expectations will be communicated properly. If you do, you'll probably be disappointed too.
