I’m sorry that your experience with our company wasn’t a positive one for you. We strive to provide an excellent customer experience at fair prices, but sometimes customers and businesses see things differently, and that’s to be expected from time to time.
I do respect your opinion, and if I were in your shoes, I might be disappointed as well. However, from my perspective, I feel I need to stand behind my team on the service and quotation they provided.
In doing my due diligence in reviewing your online complaint, I spoke with your technician, Marc, the office team, and listened to the recording of your phone call. I found my CSR to be friendly and empathetic to your situation. Even though you were located 40 minutes (one-way) from the furthest edge of our service area, she did not want to leave you without a solution. Because you did not want to deal with the original installer, and we were the only other dealer in the region, we agreed to make an exception at an additional charge.
Looking at it from your point of view, I can see how it may seem that this is a quick fix. But in reality, travel for the 2 required visits would be nearly 2 ½ hours more than a call within our service zone. Service work and the diagnostic would equate to 1½ - 2 hours. I can also confirm that Marc spent a considerable amount of time in the office dealing with the manufacturer to source parts and submitting the required documents to have the parts covered by warranty, with the shipping at our expense. As a business, we need to consider all of these things when putting together pricing.
That all being said we don’t want to leave anyone dissatisfied, and I am comfortable in honouring our 100% satisfaction guarantee policy, and refund the amount you paid. I regret that you did not reach out to us directly with your concerns, so that we could have resolved this more personally, and provided the refund sooner.
Again, I am disappointed you did not go forward with our service to repair. While not what we like seeing, we do appreciate your review, as all feedback is valuable in helping us improve our business.
We hope that you are able to have your water softener issue sorted, and wish you the best of luck.