My co-worker and I went to a residential address this morning to install a heat pump and brand new air conditioner. My coworker and I left the HVAC workshop at the same time, but I got stuck at a red light. I arrived at the address about 15 minutes after my co-worker. He was standing in the front yard talking to the owner of the house. I couldn’t hear any part of the conversation, but the lady seemed to be upset. I got out of my HVAC work truck and walked over to the spot where my co-worker and the homeowner were talking. The homeowner thought we were going to install the heat pump and air conditioner the previous day. Someone in the office got the date wrong and there was a mix-up about the installation service. The homeowner thought we never showed up the previous day and she decided to call a different HVAC company to complete the job. That company was scheduled to arrive at her place in less than one hour. I honestly didn’t know what to say to the customer. I apologize for the confusion and I tried to offer a discount if she used our company. She was still very upset and honestly believed that we did not show up on the previous day. My coworker and I loaded all of our tools into the truck and we drove back to the shop. We spent the rest of the day helping around the office since the day of events were already scheduled to everyone else.
Heat pump install