ComplaintsforMartens Heating & Mechanical, LLC
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Complaint Details
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Initial Complaint
11/17/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Called on 11/16/23 at 8:30pm for emergency service because our furnace was out. Continued to call until 11pm. Received a call back 10 hours later 6:15 11/17/23 with the response that they could schedule an appointment between 2 & 4. Their website should remove 24hr emergency service statement, you can barely get a callback in 24 hours.Business response
11/21/2023
I understand the frustration of calling the emergency line and getting no answer. I assure you that the answering service person feels horrible about what happened. It was an honest mistake that he apologized to you for. We do our absolute best to serve our customers in a timely manner, but we are only human. We realize that had he answered, your furnace would have been fixed last night. This time of year is extremely busy for us with some of our crew having already left for deer hunting and I assure you the 2-4 time slot we had was the only one open during normal business hours today. We couldn't move already scheduled calls to fit you in without risking having them be angry with us as well. I am sorry he missed your call last night and wish we could have a do-over, but as you know, that is not possible. I'm glad you were able to find another contractor to fit you in sooner. I wish you the best of luck in the future and hope you have a wonderful Thanksgiving.Customer response
11/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appearThis is a copy of the same email I received from the business.
The explanation does not fit the situation. Not only did they not answer the "emergency" line, when they finally called back the next day at 6:15 AM they scheduled the emergency appointment for 2 - 4 PM.
It should not be my problem that your employee fell asleep without his phone or that you allowed too many employees off for deer hunting.
If you do not provide emergency service remove that service from your website.
Regards,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.