Customer Feedback Summary

Feedback from customers highlights both positive experiences and areas needing improvement regarding service quality and customer interactions. Below are the key points derived from the reviews:

Positive Experiences

• Professionalism and Integrity: Customers have mentioned technicians like David Cross who are hardworking and ensure the job is done correctly before leaving. They are highly recommended due to their integrity and dedication.
• Respect and Communication: Technicians are noted for being respectful to both customers and their pets. They communicate effectively by providing options and answering questions thoroughly.
• Knowledgeable Service: Positive feedback suggests that technicians, including Jared and his partner, are knowledgeable and provide accurate cost estimates, maintaining a clean and precise work environment.
• Customer Satisfaction: Customers appreciate clear explanations in layman’s terms and the ability to view before and after results, contributing to overall satisfaction with the service provided.

Areas for Improvement

• Product Issues: One customer experienced a significant delay when the wrong recirculating pump was installed, resulting in frustration due to the waiting period for the correct product.
• Billing Concerns: There were complaints about extra charges, such as a 2% fee for using a credit card, and unexpected costs to replace parts that the customer did not break, leading to dissatisfaction.

Overall, while many customers express significant satisfaction with the service quality and professionalism, there are important areas that require attention to enhance the customer experience further.