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Dwight Plumbing and Heating - Commercial & Residential
Preventative Maintenance • 24 hour Service
Custom HVAC Design • Energy Star Equipment • Gas & Oil
Albany, Capital Region, Upstate NY Area

CUSTOMER RESOLUTION

Customer Satisfaction is Our Number One Goal

Our customer satisfaction is our number one goal. To better ensure your satisfaction with our work and practices, we have defined ways to resolve any of your issues or complaints. To help us help you, we make this available on our web site.

Resolution of Issue’s Policy

Customer issues will be responded to by phone within 24 hours of receiving notice of an issue.

The customer shall be contacted directly by one of our Supervisors, depending on the nature of the issue. Follow-up will not be left to administrative personnel.

Issues of an emergency nature shall be responded to immediately. Emergency repairs must be made immediately to ensure the safety of the client. Emergency issues may include any of the following: no heat calls in cold weather, suspected CO in the home, backdrafting of heating and/or DHW appliances, water leaks and/or broken pipes, no-cooling calls in very hot weather particularly for elderly clients.

All complaints shall be well documented and included in the customer's file, including: the nature of the complaint, the name of the person responding to the complaint, the resolution of the problem, copies of all written correspondence related to the issue, and the dates and times of all client contact relating to the issue.

Follow up with complaints related to the quality of work, errors, omissions in construction or installation process and/or property damage shall include a site visit and inspection of the area in question.

Correction of improperly installed materials and repair of damaged property shall be completed based on mutual agreement between the client and Dwight Plumbing and Heating, Inc. prior to completing the repair. Repairs that are completed prior to obtaining client approval may not be billed to the client.

All reasonable efforts will be made by Dwight Plumbing and Heating, Inc. to ensure a timely and fair resolution to all customers' issues.

Sincerely,
Harvey Dwight


518-433-2600 Office
Dwight Plumbing & Heating, Inc.
dph@dwightplumbingandheating.com