We are sorry to hear our service fell short on this occasion.
We, of course, take such complaints very personally. I hope you will contact us directly so we can better discuss the issue and sort out the problem.
However; we deeply regret any inconvenience or frustration we may have caused you, particularly because we have now been servicing your mother's heating for 8 years and feel we know your mother and yourself personally. We understand that you felt our service was inadequate and that you believed we were discriminating against your mother based on age. Please know that this was never our intention, and we take accusations of ageism very seriously. A large proportion, indeed, the bedrock of our customer base over the 23 years we have been in business, is in the over-65 age group. We strive to provide respectful and quality service to all our customers regardless of age or any other factor. We acknowledge that, as you have raised a complaint, there were shortcomings in our service delivery. You have known our company for many years and must realise this is not our usual standard and may have misinterpreted our intentions, however, I respect your opinion, and we are committed to rectifying these issues promptly. Your feedback is invaluable to us, and we will use it to improve our processes, take more care, and ensure that such incidents do not occur in the future.
