• Tom’s first in-home visit was on March 12 – the problem was diagnosed as needing a cartridge replacement
• On March 20, Tom came with the cartridge but then determined the handle was frozen and would need to be cut off, so he would have to order a new one
• On March 28, having had no further contact from Hutzel, I called and it was explained that Tom had been out with a family matter. I was told that another technician could do the job. I explained we were leaving on vacation at noon on the 30th and that if it couldn’t take place, we didn’t want our parts to be sent back. I was told I’d get a call back on scheduling. No follow-up call came.
• Upon our return from vacation, on April 16, I called to find out status. I was told that Tom would complete the repair on the 18th.
• After not hearing back on a time when Tom would arrive, I called Hutzel on the 18th. I then was told that Tom would not be coming because another part was needed, was on back order, and wouldn’t be arriving for 7 – 10 days.
• On the 20th, very frustrated, I called to get the part number to see if I could find it online from another source. I was told, instead, that the part had arrived and Tom would be out on Monday between 12 and 2. I explained that I would be on the phone from 2 – 4 and not able to let Tom in.
• At 2:12, Mike called to say there was confusion on whether your team had the right parts. He wanted to know what year my shower hardware was manufactured. This call came after Tom was already supposed to be here. Worse, I had to “step out” from a business call to take Mike’s call. Finally, I could not believe that after six full weeks and two visits from Tom, I was getting a question about the type of shower hardware I have; I’m not the plumbing pro.
• During that call I told Mike that Hutzel was fired. It may very well be that this will delay us beyond what Hutzel might have finally managed to complete, but I can’t reward this sort of behavior by remaining your customer.
* Then, in September, they bill us for the service calls...more that $200. I call and leave a message because, of course, their billing people are both out.
* I get no call back, but another bill (with interest) in October. I call and am told the billing person is out until Wednesday. I ask to speak to someone in management and get voicemail. Leave another message.

Six weeks and we were no closer to the solution than we were when we called. And then they have the gall to bill us.