GasPro

Dear Mrs. Willis,Thank you for your feedback. Our customer service rep was correct in stating that we would never want you or another customer to feel taken advantage of. We strive to always keep our prices fair and reasonable for both the customer and our company. We do charge a $150 service fee to come to one’s home and have our licensed gas fitters diagnose and advise on what needs to be repaired or replaced with the appliance. The $150 also covers up to an hour of repair work and if a new appliance is found to be needed, we even give a discount for the installation of it when we come back out. We were out at your home for 30 minutes. In assessing the situation, Unfortunately, before our company was called, an incorrect part was placed on your log set and that part was not a natural gas part but it was created for a propane log set. After looking at the logs, there was also one of the logs that was broken, our technician said that in his professional opinion that he would not put any more money into this set, and that we would gladly give you a discounted rate for a new log set installation. He felt it would be erroneous and a disservice to you to repair them. The logs that were not broken would not be able to be placed back because the log that was broken was needed to place the logs in their specific place so that the set would burn without putting out carbon monoxide. When you called us back after the tech left and stated that you wanted to replace the part, we were glad to help you with what would be needed for that. After the conversations, your husband let us know that he would rather have the discount on the install. We were glad to send our written word on paper to ensure that you would be able to receive the discount when you purchased your new log set. Next, we received this review. It is very important to us that you are satisfied with your service, so we have tried to do everything in our power even including discounts and offering to come back out same day with no service or labor charge. If we misunderstood anything then we definitely apologize, but as we know it in our last conversation regarding the logs, we confirmed the agreement with your husband for the discounted installation and he confirmed the satisfaction with the plan. We apologize if this was not the case. We even called back later this day after we saw the review and spoke with him and asked to please have you contact us if you were not satisfied. We will be glad to help in any way possible that we can. Sincerely,GasPro Customer Support

Dear Mrs. Melton, thank you for your feedback. Please know that your situation was an exception and we do apologize for any inconvenience this caused you. We care deeply for our customers, which is why as soon as we were made aware of the emergent situation that the technician was tending to and that there could be a delay in time of your appointment, we contacted you at 8:30 AM that morning to keep you updated. Your appointment was in the time slot between 8 AM and 12 PM. Knowing that your time is important, we consistently gave updates on the progress of the emergent situation where the technician that was scheduled was being held and updated you two other times during the window with the most current estimations of his arrival. We do understand your frustration with the situation. We do hope that even in the frustration, you felt you were treated with kindness and respect. This was a situation that was out of our control and the delays were unfortunate on this day for all of us. We genuinely would appreciate if you will give us another chance to serve you, as your happiness, satisfaction, and support means the world to our team.