The reply flow
Name the job type
“The [job type] went smoothly.”
Thank the crew
“I'll make sure [tech/crew] sees this.”
Complaints go to the owner
A direct phone or email, not a debate.
Do and don't
Do
- Mention the job type
- Thank the tech or crew by name
- Own lateness: “That's on us to fix”
- Offer to go over the invoice privately
Don't
- Post the address or neighbourhood
- Quote prices or invoice details in public
- Argue about whether a delay was your fault
Positive reviews
Job well done
Rachel D.
New water heater installed, clean and quick.
Response from the owner
Thank you, Rachel! We're glad the [job type] went smoothly. Thanks for trusting us with your home.
Fast response
Luis C.
Came out the same evening for a burst pipe.
Response from the owner
Thanks, Luis! We know urgent problems can't wait, and we're glad we could get there quickly.
Friendly crew
Hannah J.
The crew was polite and cleaned up after.
Response from the owner
Thank you for the kind words, Hannah! I'll make sure [tech/crew] sees this.
Negative reviews
Late or no-show
Victor S.
Waited all morning and no one came.
Response from the owner
Hi Victor, I'm sorry we missed the time we promised. That's on us to fix. Please call me directly at [phone] so we can sort it out.
Price dispute
Kim A.
Invoice didn't match the quote.
Response from the owner
Hi Kim, thanks for raising this. We want every quote to be clear. Please contact me at [email] and I'll go over the invoice with you.
Vehicle or driving complaint
Paul E.
Your van was speeding through our street.
Response from the owner
Hi Paul, thank you for taking the time to share this, and I'm sorry for the experience you described. Safety on the road matters to us. Please contact me directly at [phone] so we can look into it properly.