A couple recent letters from our valued customers:
Dear Mr. Addario,
“I wanted to take this opportunity to let you know what a fantastic job your team did with replacing our hot water heater. Approximately eighteen months ago, Gem Plumbing, through Home Depot, installed our hot water heater. Without any signs of failing, the unit’s control panel caught fire and it immediately rendered the heater useless.
Once I got over the hurdles of dealing with Rheem and Home Depot, I had the pleasure of speaking with your dispatcher, Eddie. (I apologize for not having his last name.) Immediately, Eddie was friendly, professional and service oriented. He told me what he was going to do and he did it. As you well know Mr. Addario, these days, good service, let alone great service, is difficult to find. Eddie provided great service to me and is a credit to your organization. Our family, who was not thrilled to be without hot water, thanks him for getting everything taken care of so quickly and for doing it in such a terrific manner.
The other two people who were also fantastic are Dave Thibedeault and Bill Foster. They showed up when Eddie said they would and did a tremendous job with our installation. Dave is a true professional and explained the entire process to me. I did not want to stand over his shoulder, but he welcomed my questions and made me feel like a valued customer and they both said they wanted to make certain everything was perfect. It was refreshing to meet people who take pride in their work and who have the technical and service skills to make the entire process a positive one.
Bill Foster told me he was new to your company, but judging by his professionalism and attention to detail, I would have guessed he had been with you for a long time. He was focused on the job, but took the time to update me on the installation process. His positive and professional demeanor were greatly appreciated.
I was so happy with the work that they did that day, that I told them that I would write this letter on their behalves. I only write letters when they are truly deserved and they absolutely deserve to be recognized for their exemplary work. We all like to complain, but I would be remiss if I did not reach out to you to compliment the work of Eddie, Dave and Bill.”
“Mr. Addario – I just wanted to thank you very much for your great services yesterday. George O’Brien did a great job on both fixing the problem with replacing the three handle shower with the one handle shower and by being able to make it look like no work was ever done. I felt so bad not knowing that the wall was cement that he had to blast through to repair this problem. I did speak to Andy yesterday about getting a price estimate on having a tub liner installed and he is having someone come by Friday afternoon to help me with the designs. Believe me, after the nice job George did yesterday, the rest of the tub needs a makeover.”