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Complaint Details
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Initial Complaint
01/03/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Essie plumbing and heating advertises 24 hour service. We signed a service agreement. Our heating has failed. This is there non-sensical reply.*** 1/3/2022 8:35 PM Hi my name is *** and I'd be happy to help! Unfortunately we do not.1/3/2022 8:36 PM We can still see if we have availability for you tomorrow, the earliest? You 1/3/2022 8:38 PM My 94 year old mother might have issue with that 1/3/2022 8:38 PM My husband is texting a ***. How is there no 24 hour number.1/3/2022 8:39 PM We signed a service agreement *** 1/3/2022 8:40 PM I am sincerely sorry about that. Essig is no longer doing emergency services. Call back is next business day,*** 1/3/2022 8:40 PM No one is available outside of business hours, but we will call back first thing during business hours.1/3/2022 8:42 PM I won't be able to full confirm that on my end but we do have discounts and special offers for our members?1/3/2022 8:43 PM *fully *** 1/3/2022 8:45 PM I am sincerely sorry for any disappointment caused. Like I said, I can schedule for the first available timeslot on our end and have someone call back first thing during business hours? *** 1/3/2022 8:47 PM I am sincerely sorry for this but unfortunately we do not offer 24 hour service. You are more than welcome to call us at ************** tomorrow, to sort your issue out as soon as possible. False advertisement of 24 hour service. http://www.pwessig.com/hvac/priority-service/Business response
01/13/2022
Hello,
I am one of the manager here at Essig , I wanted to reach out to respond to the complaint about 24 hour service . We stopped 24 hour service a few years ago and went to running 7 days a week till 8pm , just this past year 2021 we stop emergency service all together . It wasn't a decision we made quickly was something we looked at over time and between CVID and not being able to have our trucks supplied to take care of customers correctly due to supply houses closing early as well . From the time we made the change effective Jan. 1st 2021 we have changed all our advertising to match that as well as our hours of operation on website , billboards etc. Our service partner plan doesn't state about emergency service guaranteed. I am happy to help or explain further if needed and we are sorry for any issues this may have caused .
Thanks for your time and business with EssigBrian C*********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.