Dear John,

I am one of the customer service representatives at the Done Right Directory! ™ and I try to respond to all of our consumer reviews on our merchants, good and bad. Good reviews such as yours make all of us at Done Right! very happy. We try to get the best merchants for Denver and it is great to know when we have succeeded.

We hope you will continue to provide excellent services for our consumers and we also look forward to hearing a lot more great things about Applewood Plumbing, Heating & Electrical. Thanks for taking the time to make sure your jobs are Done Right!

Have a great day!

Leo Lazcano
Customer Service Representative
www.DoneRight.com
800-494-6005 Ext. 2

Golden Rotary Names Applewood, Plumbing, Heating & Electric
2007 Ethics in Business Award Winner

Applewood Plumbing, Heating & Electric (www.applewoodfixit.com) of Denver, Colo., received the 2007 Ethics in Business Award for a for profit organization.

The Ethics award was presented May 18, 2007 by the City of Golden’s Rotary Club. The Rotary Club of Golden sent out more than 1600 invitations to various companies throughout Colorado and Applewood Plumbing, Heating & Electric was selected from a group of 20 finalists to receive the 2007 award.

Professors and students from the Colorado School of Mines judged and selected the award entries. Each entry was evaluated on environmental record, employee relations, community involvement and customer service.

Owner John Ward, with son Josh and Mike Taylor of Applewood accepted the miniature bronze sculpture of Thomas Jefferson from Robert Short, Rotary president. Thomas Jefferson was selected as a visual symbol of ethics because of his public service, business savvy and adherence to a principle of high integrity. All elements sought after by the Ethics in Business award.

“We set a high standard of ethics beginning with the hiring process, customer service and business development,” said Ward, “after all the hard work and training that our staff goes through it is an honor to be recognized.”

During the presentation a congratulatory letter and special congressional recognition from Rep. Ed Perlmutter was presented to Applewood in recognition of outstanding and invaluable service to the community.

Applewood Plumbing, Heating & Electric has been doing business for more than 35 years in the Metro Denver and Boulder areas. Ward is joined by 40 technicians to provide outstanding customer service every day.

“Better. Cleaner. Faster. is our motto and our customer’s notice the difference sending us hundreds of customer satisfaction reviews each month,” he said.

The company operates with a 96% on-time service record and has been rated one of the nation’s top 10 service companies by their customers.

05/04/06

Thank you for your WONDERFUL product, Bio-Clean! I am the third generation to own my 65-year old home. For as long as I can remember the master bath has drained very slowly….I’ve tried Liquid Plumber, Drano, and Zep 10-Minute Hair Clog remover….and still it took HOURS after a shower for the drain to completely clear. A second bath is starting to experience the same problem; I’ve been using a chemical treatment once a month or so to keep it under control, but concerned it could be damaging my pipes.

About one week ago, the master bath would not drain AT ALL. I called my plumber, and after making a house call, was hesitant to “snake” the drain due to the age of the pipes. He gave me a tub of Bio-Clean and said it would likely take one to three weeks for the drain to clear, but assured me it would. I really doubted that your product would work (after all I tried the most popular drain cleaners for years with limited success!) To my astonishment, the drain rapidly cleared after only one treatment. After two treatments I feel like I have a new drain. WOW!!! I decided to search the web to see where I could purchase more of your product in my local area for future reference, and while I was at it, just had to write to tell you about my satisfaction with your terrific product! Thank you!

S Gebhardt
Wausau, Wisconsin

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Dear Bio-Clean,

My 50 year old house has 50 year old plumbing. The drains were so slow, I couldn’t flush the commode while doing laundry. Even when idle, the commode would gurgle and fill with soapsuds when the laundry was draining. And every few years, the pipes would back up completely, and I would have to pay a plumber to roto-root out the line.

Then my new plumber recommend Bio-Clean. After three cycles of 5-days-in-a-row, once-a-month treatments, my pipes suddenly cleared, the laundry no longer caused the commode to act up, and my plumbing is trouble-free for the first time in 20 years! And it has remained trouble-free for months. It’s a miracle!

Thank you, Bio-Clean!

S. Jones

Richmond, Virginia

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October 12, 2005

Dear Sir:

A few years ago I purchased a product called “Bio-Clean” to keep my drains clean. I would like to buy more, but I don’t know where to find a supplier. If there is a dealer in my area, I would appreciate the name, address and phone number. If not, could I purchase from you? It is a great product and has saved me many plumbing expenses.

Sincerely,

Irma Hopkins

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email:

Bio-Clean is AMAZING!!!

my kitchen sink was draining very slowly in my 1918 house. I tried drano and liquid plumr to no avail. I snaked the pipe with no improvement. I decided to search the internet for advice on how to fix my problem to avoid the expense of having a plumber come to clear the pipes. I saw reference to Bio-Clean at a number of different sites and decided to give it a try. I bought a tub yesterday and got advice from the man at the plumbing shop. He warned me that the problem would most likely get worse in a few days and that I would need to snake the drain again, but he assured me that this meant the bacteria and enzymes had loosened the gunk in the pipe causing a new clog. I put 1 tablespoon in the drain last night before I went to bed. When I woke up this morning, the drain was no longer slow, it was completely stopped. I got out my snake in the hopes of getting things moving slowly again, and after about 10 minutes that is all I thought I had accomplished. There was about 2-3″ of standing water in my sink draining very slowly, when suddenly there was a whoosh and the sink drained completely! This was after only a single treatment with your product, and I had been told that I would need to use it for at least 5 consecutive days and possibly longer! I’m going to treat for the remaining 4 days and then move to a maintenance schedule. I just can’t express how thrilled I am with this product!! I’m telling everyone I know that it’s a must have. I know that I’ll be keeping some on hand forever!!

Thanks!!

Sarah Finkelstein

Seattle, WA

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08/12/04 - email

Larry and I like to go fishing, we were burying the fish remains in my garden for natural fertilizer. We had to quit doing this because a red fox would come and dig up the remains during the night. So the next time Larry took a bucket of fish (a large bucket full) and was going to put them in the compost pile. He tripped on electric fence posts and landed on the bucket of fish, fish flew out of the bucket and Larry broke ribs. A few days later the compost really smelled from the fish in there. It was the worse smell that I have ever smelt. Larry told me to make up a batch of Bio-Clean in watering can and pour it on the fish. (1 scoop and 2 gallons of water) I did so and within hours the fish smell was gone. The fish remains were gone in about two days. This is the most amazing stuff that I have ever seen, and I love it because its natural.

Drain Cleaners owner Larry Stanford

Columbus, NE

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Many people in the service business grew up in an era when life was simpler, slower, and people more trusting of one another. Unfortunately, too many companies act as if we are still living back in the 1950s. Progressive home repair firms operate much differently than they did in the past.

What follows is a list of customer services that YOU the home owner has a right to expect from any home repair company in today’s world.

1. Real humans answering the phone. Isn’t it maddening to reach someone’s answering machine when your basement is filled with water or your heating system isn’t working on the coldest day of the year? You begin to think - how long will it take for someone to call back? Or will they ever call me back? Should I leave a message or call someone else?

2. Polite, professional customer service representatives. Reaching a live human isn’t much comfort if that person is surly or incompetent. Ever get the feeling that the voice on the other end of the phone thinks s/he is doing you a favor by listening to your troubles? Ever get into an argument with someone you are trying to give your business to?

You have an absolute right to be treated with courtesy and respect by all employees of any business you deal with. If you don’t get it, call someone else.

3. Convenient scheduling. The Ozzie & Harriet era is over. Most households now have two wage earners and progressive service firms try very hard to accommodate them with evening and weekend hours. Furthermore, top-notch service firms don’t say, “We’ll be there sometime soon.” They try to schedule visits at your convenience and pinpoint the time of arrival as close as possible. If they are going to be early or delayed, they will notify you by phone.

Some progressive firms offer priority scheduling to service agreement customers. In fact, another sign of a progressive firm is that they…
4. …Offer service agreements. “An ounce of prevention is worth a pound of cure.” This applies to your home’s health as well as your own. Many modern service companies offer preventive maintenance agreements to guard against catastrophic breakdowns and keep your home’s plumbing, heating, air conditioning and electrical systems functioning at peak performance. This is good for them as well because it helps even out the workload over the course of a year.

5. Prices quoted ahead of time. Many progressive service firms have turned to flat rate pricing. This means they quote you the full price of a job before they begin the work, no matter how much time it takes. No more guessing games. No more “watching the meter run.” Most firms that operate this way charge a modest diagnostic fee for evaluating the problem before work begins. In most cases, this is a worthwhile price to pay for the assurance of knowing exactly what the job will cost.

6. Guaranteed performance. A good service firm will guarantee its labor and materials for at least a year, sometime much longer. If anything breaks down within the guarantee period, they will come back and fix it at no charge to you.

These guarantees do not apply to products you might buy at a home center or other retail outlet. I’m sure you can understand why service companies decline to guarantee something they did not sell. It would be like taking responsibility for the behavior of your neighbors’ children. Some modern companies also offer extended warranties that cover products for additional periods ranging from one year to a lifetime.

7. Protect your security. Top service companies in today’s world are aware of the rampant crime rate and pay close attention to their customers’ security interests. They carefully screen service technicians and avoid hiring anyone with criminal backgrounds. The best do drug and criminal background testing. They also supply their service technicians with company uniforms, identification badges and business cards. Also, for your peace of mind, they instruct their employees to park the company vehicle where it is readily visible, so the home owner knows who’s at the door.

8.strong> Respect for your property. Anytime a trades person shows up at your house with muddy shoes and greasy overalls, don’t hesitate to shoo him away. Progressive service firms pay respect to customers by keeping their vehicles and equipment clean and enforcing rigid personal appearance codes for field employees.

Likewise, their service technicians are trained to leave each jobsite as clean as it was then they arrived - usually cleaner! Progressive service firms supply their service technicians with rubber gloves, booties, drop cloths, entry carpets, vacuum cleaners and anything else needed to avoid leaving a mess after the job is done. You have every right to expect this.

9. Continuing education & certification. Technological advances and environmental regulations have made the job of a service technician much more complicated than it used to be. Plumbers of today must know quite a bit about old and new plumbing materials and techniques and how to repair them. Electricians have constant code changes and new materials to keep up with. Heating and cooling technicians must deal with the electronic complexities of high-efficiency equipment. They also must be certified in proper handling procedures for CFC refrigerant gases. This is mandated by the EPA to comply with the Montreal Protocol, an international accord by industrial nations to help repair the earth’s damaged ozone shield.

Good service firms pay for many kinds of advanced training for their service technicians and other employees. Unlike the gruff mechanics of yesteryear, service technicians who work for the top companies of today receive training in customer relations as well as technical work.

The company that does not invest in continuing education for its employees is not a company you want to do business with.

10. Complaints handled promptly and courteously. No matter how good the company might be, human error may rear its head from time to time. Perhaps the ultimate sign of a progressive service company is how it responds to customer complaints.
Do they seek facts, or do they argue?
Do they listen to your story, or do they immediately circle the wagons and become defensive?
Do they remain polite (even though you may be angry), or do they tell you in so many words to go take a leap?
Will they come back and do whatever re-work is required, or do they give you the run around?

The best companies work just as hard at resolving customer complaints (even if it costs them money) as they do at attracting business in the first place. The best companies look to recruit customers for a lifetime, not for just a single job.

By the way, don’t be offended if a service company actively seeks testimonials or referrals from you. That’s their way of saying, “We’ll do all we can to please you.”