Complaint Handling & Resolution
Purpose
Defines how Spartan Plumbing handles customer complaints, warranty disputes, and escalations — ensuring every dissatisfied customer receives a timely, professional, and documented response.
Who This Applies To
All technicians (first point of contact), office staff (triage and scheduling), and management (approval authority).
Complaint Categories
| Category | Handling Level | Response Time |
|---|---|---|
| Job quality concern | Tech + office | Same day |
| Warranty dispute | Office + tech | Within 24 hours |
| CEO escalation request | Management (Josh) | Immediate notification |
| Insurance/adjuster dispute | Office only | Per adjuster timeline |
| New issue after service | New dispatch | Schedule promptly |
Standard Complaint Procedure
Step 1 — Receive and Document
- Listen fully without interrupting. Acknowledge frustration: "I understand you are not satisfied — let me make sure I have the full picture."
- Document the customer concerns in ServiceTitan notes in detail: what happened, what they say went wrong, relevant context (e.g., customer had a family member in the hospital, timing was stressful).
- Do not make promises. Do not admit fault on behalf of Spartan without manager review.
Step 2 — Triage
- Warranty dispute (unclear status): Spartan will often offer a free repair (e.g., cartridge replacement, flushing lines) to maintain satisfaction even when warranty status is unclear. Office approves.
- New issue after service visit: Treat as a new service call with a dispatch fee. Investigate thoroughly, document with photos, communicate findings clearly.
- Scheduling-related dissatisfaction: Standard remedy is a 10% discount. Demands above 10% require manager (Josh) approval.
- Refund of deposit: Requires manager authorization. 40% deposit is non-refundable per policy unless Josh specifically approves otherwise.
Step 3 — Resolution
- Dispatch the appropriate tech (the original tech if the issue is relationship-based — same tech builds trust and continuity).
- If follow-up diagnostic is needed: place the job in "limbo" status in ServiceTitan to allow rescheduling without losing the record.
- For GoodLeap-financed jobs: resolve ALL issues before marking complete — GoodLeap holds payment until customer confirms satisfaction.
Step 4 — Escalation to Josh/CEO
- If a customer specifically requests to speak with the CEO or Josh: notify management immediately. Do not transfer the customer cold. Give Josh a full briefing first.
- Document all context: nature of complaint, what was offered, customer emotional state, relevant history.
Complaint Trap: Insurance Promises
Critical warning from Slack: When customers complain about insurance coverage expectations, the root cause is often a tech making a promise about what insurance will cover. Spartan never promises insurance coverage — if a tech made a promise, management must address it promptly. The adjuster process: if an adjuster calls, have the homeowner call the office — do not create a three-way information chain.
After Resolution
- Follow up with customer within 24 hours of resolution to confirm satisfaction.
- If customer is now satisfied: consider requesting a Google review (if appropriate and comfortable).
- Document resolution outcome in ServiceTitan.
Important Notes
- Never tell a customer their complaint is not valid. Listen first.
- Do not offer discounts without authorization — it sets a precedent.
- When a customer claims a new problem arose after a Spartan visit: do NOT assume fault. Investigate. Document. The customer may be connecting unrelated issues.
- Fit check reminder: If a complaint involves technician appearance or behavior, pull the ServiceTitan record and the tech's Slack job channel posts for full context.
Related SOPs
- Spartan Communication Standards — de-escalation language
- Customer Callback & Follow-Up Standards — post-resolution follow-up
- GoodLeap Financing procedures
- Payment Policy — refund and deposit rules