NJ Lees Plumbing and Heating

Response from NJ Lees Plumbing and Heating:
In response to the customer’s comments above, I feel unhappy that they were not satisfied with the service provided. We were employed to fit a brand new central heating system at their property and felt that this work was carried out to our usual high standards. There was a fault found on the new boiler which I feel we were not responsible for, and this was confirmed by the boiler manufacturer when they attended the next morning. If we had tried to repair the fault, it would have invalidated the 5 year warranty from the manufacturer. There was also a fault found on the gas meter which we had to call out the gas company to deal with, and this only became apparent when the boiler was working. After the occurrence of two faults, and after much soul searching I still cannot see what we could have done differently as both where beyond my control. The customer has mentioned that I did not acknowledge receipt of payment for the work. Again, I feel that this comment is a little unfair, I am a very busy engineer, and in all the time that I have owned my own business I have never had a complaint that I did not acknowledge receipt of payment. The customer has implied above that they personally handed me the cheque and I ignored them, in fact, they posted the cheque through my letter box . If and when customers personally hand me their payment, I always say thank-you. Unfortunately I feel that it would be too costly for me to send out thank you letters for every payment received. However, if a customer pays via BACS, I do send a quick email to say that it has been received as a matter of courtesy. I have many satisfied customers and this is reflected in the amount of positive recommendations received before this job and after.