comments

Joel, I apologize for the experience you had with your appointment and certainly understand your frustration. With the nature of our industry, and not knowing the exact time each repair will take before arriving to a job site to diagnose the problem, we work diligently and make educated assumptions for the time that will be needed for jobs earlier in the day in order to schedule later appointments and accommodate all our customers within their two hour appointment windows. With over 15 years of in business we are able to maintain an on-time arrival for over 98% of appointments, and we offer a $25 discount if we are late (http://www.itsdone.com/done-plumbing-guarantee/).

That said there are times that our assumptions are off due to unforeseen circumstances. In the case of your appointment (scheduled at 8am for a 1pm-3pm appointment on 11/6/14), boilers are a specialty skill that not all technicians in plumbing or HVAC are qualified to safely work on, regardless of company. While we do schedule accordingly based on the number of qualified boiler technicians we have on a given day, the ones that were working on Thursday all updated for full day (10+ hour) repairs and another had a family emergency. That is very rare, and unexpected. We did not know about the details that created the scheduling conflict until a few minutes before we called at 12:25pm. We would have been able to reschedule you for the next morning had you been able to wait for repair; I understand why you could not. I offer that detail not as an excuse, but as an explanation of the situation.

I can appreciate the urgency of your situation (not having hot water or heating), and I wish there was more that we could have done at that moment. We did try to call technicians that were not scheduled to work on Thursday to see if they were available, but they were not. You mentioned in your review sending a technician later in the day, but unfortunately due to safety concerns with the equipment we work on, regulations, and fatigue we do not schedule appointments for technicians that have worked over 10 hours. Because of the specialty of boilers all qualified technicians were unavailable. Again, I apologize for the issues you had and sincerely hope that you were able to get the problem with your boiler resolved by another company.

Done Plumbing commented on 11/07/2014