After a faulty heating and air conditioning unit caused a customer’s electric bill to jump. NES sent energy advisors to investigate. Our team determined that their HVAC unit wasn’t repaired properly and notified the company who did the work. The correct repairs were made but Thelma Andrews was left with three months of higher than normal electric bills.
NES’ Janice Hayes was making regular phone calls to the customer to check on the progress of the repairs and the health of Thelma’s husband who was ill during that time. That’s why Mr. and Mrs. Andrews immediately came to mind when Janice opened an email from an NES customer service supervisor who was on the phone with an anonymous donor wanting to pay $1,000 on an elderly customer’s account.