Dear Ms. Suojanen,

On Friday, January 9, 2009 I called your office to request service on our water heater. It had sprung a leak during the night and Penny, as always, professionally reacted to my concern and set up a service call for later that day. She said a technician would be at our home between 12:00 N and 5:00pm and would call one hour prior to arriving.

At approximately 4:30pm we received a call saying that Cosmo was picking up a new water heater and would be at our home shortly. He arrived at 5:30pm.

After assessing our problem, he explained the warranty situation and quoted a price for a replacement including the labor. We approved and he got right to work even though it was late on a Friday night. As in the past he did an excellent job doing so in a professional and timely manner.

Cosmo made sure the new unit was operating properly and pointed out the location of the new operational manual and the phone number sticker if we had questions or required further service. In addition, he answered all of our questions before leaving.

Please pass on our appreciation to Cosmo for a job well done and give him the enclosed  gift card. He represented your company well as he has done for you in the past.

Sincerely,

Kathleen and William Hickey