“Subject: Follow-Up on Service Concerns – Lack of Communication and Unresolved Issues

I am writing to formally address unresolved issues stemming from the service calls between January 13th and January 15th. I have been a satisfied customer in the past, appreciating the knowledge, professionalism, and efficiency your technicians have demonstrated. However, the recent experience has left me feeling disappointed and concerned due to a lack of communication and inadequate service.
On the night of January 12th, I noticed an issue with the boiler, which had gone into fault. I contacted your emergency line and left a message. By the morning of January 13th, I received a call, and a technician arrived promptly to diagnose the problem. While I appreciated this timely response, I was informed that the necessary repair part was not in stock and would need to be shipped. I specifically requested expedited shipping and expressed my willingness to cover the costs, given the severe overnight temperatures and the strain it placed on my household.
Unfortunately, after this initial interaction, there was no communication from your company. On January 14th, I remained in the dark about the status of the repair, assuming that my request for expedited shipping was being addressed. This assumption proved incorrect, as I later learned that it would take over 48 hours for the part to arrive. Had I been informed, I would have arranged for supplemental heating during this time to mitigate the impact on my household.
When I sought a status update on January 15th, after over a day and a half of no communication, the response I received from your service manager was disheartening. Rather than focusing on resolving the ongoing issue, the conversation centered on concerns about an online review, accompanied by a threat that service would be abandoned if there were any negative interactions with the technician.
The experience left me hesitant to rely on Comfort Matters for subsequent issues. A recent problem with domestic hot water circulation was addressed by another company, whose technician not only resolved the issue promptly but also took the time to educate me on system maintenance and operations. This contrast in service quality has led me to reconsider my expectations of working with smaller, local firms like yours.
I am reaching out now, weeks after the incident, to express my disappointment and seek clarity on whether Comfort Matters is committed to improving communication and customer service. While I had initially considered salvaging our business relationship, my recent experiences have called that into question.
I hope you will take this feedback seriously and use it to repair your processes moving forward.”