Jason Joly Review of Griffin Services
I called Griffin Service on 9/5/19 to schedule pre...
I called Griffin Service on 9/5/19 to schedule preventative maintenance for our one-year-old tankless water heater. The lady that I spoke with said that I needed a flush/descale and the cost for the service was $149. I informed her that their website lists a $99 water heater tune-up special and that I received a "$69 Anytime Tune-Up or Service Call for A/C or Plumbing" flier in the mail. She put me on hold twice to confer with someone and then agreed to honor the $69 price and we scheduled the maintenance for the following day. When the technician arrived at my home, he told me that the cost of service was $178 and that the $69 was an ADDITIONAL FEE that he would generously waive due to the confusion.
UPDATE on 9/10/19: After turning the technician away and leaving a less-than-stellar review, I was contacted by Griffin Services on 9/6/19 as they were interested in remedying the situation. They explained the root cause of the confusion (outsourced advertising that simply lacks plumbing industry savvy) and offered to perform the requested maintenance in exchange for a revised review because they genuinely value integrity and customer opinion. At first, I was taken aback by the offer, but proceeded with the maintenance as we had previously agreed that it was necessary. A technician came out on 9/10 and performed a flush of the water heater and reported "a lot of sediment" which he was able to remove.
All in all, I am pleased with the service that I received from Griffin Service. In fact, I am MORE THAN PLEASED with their responsiveness and their focus on maintaining a good reputation. The initial confusion was due to outsourced advertising, but outsourcing doesn't absolve them from professional responsibility. That being said, their eagerness to "make it right" is why I decided to improve my initial review. Should I choose to use their services in the future, I hope to give them 5 stars.
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