Hi Jay, thank you much for sharing your recent experience with us. I am sorry to hear that you didn’t feel completely satisfied with the service provided. I know that you were contacted by Azima, our Customer Service Manager yesterday, who was able to speak to you at length.
Firstly, I would like to mention that we do not have a policy where we charge any extra time for writing an invoice as this time serves as part of the entire service call. After speaking with Azima, I wanted to clarify that we did waive off the 30 minutes for you. We take customer service extremely seriously at Milani and strive for 100% satisfaction on every call.
We complete hundreds of service calls every day, and our customer service team is very detailed when booking those calls by taking time to explain our rates and how we charge for our technician’s time. Each service call comprises of a few parts, and the invoice and job report is one of the most important. Not only does it give you a detailed and thorough explanation of what our certified and extremely knowledgeable technicians found, but it also explains what work was completed, includes any recommendations and serves as documentation for the future. The time it takes to complete these report forms is an important part of the service call, and our technicians are as efficient as possible when they complete this portion.
I am very happy to hear that we have resolved your issue, and we look forward to helping you with your future plumbing needs.