Colton, I need you to understand why I am still extremely upset about how today was handled…read more
When we spoke Wednesday, you asked what you could do to make this right. I specifically told you I was NOT looking for free service. I said maybe a discount would be appropriate, and you told me more than once, "Don't worry about the money."
I took you at your word. I removed my Google, Yelp, Facebook and Instagram reviews, and I responded to the BBB complaint saying that the owner had contacted me and was working to resolve the situation.
Then your technicians came today. They thoroughly inspected the system and did a good job. But they presented me with the FULL PRICE, discussed that price with me, and had me sign an estimate without one word acknowledging what you and I had discussed.
I then spent roughly an hour and a half believing that, after everything that happened Wednesday and everything you told me, I was once again going to have to fight with your company to get you to follow through.
When I finally made them call you, your explanation was: "I didn't want them knowing anything" because you wanted them to go through the normal process and you wanted to "make sure Rocky was doing his thing on point."
Do you understand how backwards that was from my perspective?
This was not the appointment to secretly test your normal process or see whether an employee was "doing his thing on point." This was a customer-recovery visit after a serious breakdown in trust. Your job as the owner was to make absolutely certain this visit went smoothly.
If you wanted the technicians to diagnose the problem independently, fine. You still could have handled the customer side separately. Before I was asked to sign a full-price estimate, somebody should have said, "Aaron, this is the normal price, but we spoke with the owner and there will be an adjustment because of what happened Wednesday."
That one sentence would have changed the entire experience.
Instead, I had to bring up your promise myself AFTER the work was completed. Only then did they call you. Only then did the price change. And ultimately you told them not to charge me anything.
I appreciate that you made the service free, but I need you to understand something: I NEVER ASKED FOR FREE SERVICE. This was never about getting something for free.
I wanted your company to demonstrate that it understood what went wrong, took responsibility for it, communicated internally, and could complete one service call without requiring me to fight for what I had already been promised.
Instead, I lost another part of my day dealing with this, got angry again, had another confrontation in my own house, and once again had to tell your people to leave.
Your technicians themselves were respectful and did a thorough job. I told them that directly and even shook the technician's hand before he left. My problem is with how YOU chose to manage this recovery.
You said, "That's not how I wanted it to happen. I wanted them to call me after they finished."
But that is exactly the problem. By the time they finished, I had already been presented with and signed the full-price estimate. I was the only person standing there who knew you had promised an accommodation.
You created completely unnecessary uncertainty during a visit whose entire purpose should have been restoring trust.
Free service afterward does not undo that.
I wanted this resolved today. I genuinely did. I gave your company another opportunity because I respected the way you spoke to me Wednesday and believed you were going to make this right.
That is why I am so disappointed with how you chose to handle it.
Laurel, that explanation is exactly the problem. Colton told me directly that he intentionally kept the technicians in the dark because he wanted to "see how we roll" and "make sure Rocky was doing his thing on point."
This was supposed to be a customer-recovery visit after your company had already lost my trust. It was not the appropriate time to use my home and my service call as a test of your internal processes or employees. If anything, this was the appointment where management should have communicated MORE, not less, and made absolutely certain everything went smoothly.
And calling this simply a problem with "how the pricing was communicated" minimizes what actually happened. I was intentionally left unaware of how the promised accommodation would be handled, signed the normal estimate, and sat for approximately 90 minutes believing I was going to have to fight about this all over again.
The free repair was appreciated, but I never asked for free service. I wanted competent communication, accountability, and a follow-up visit that actually restored my confidence. Unfortunately, the way management chose to handle it accomplished the exact opposite.
