“Above and Beyond”
“Troy came in December, did what we needed to have done, and we were extremely pleased with his work and his knowledge. And then we booked him for a subsequent project (replacing 3 toilets) which was delayed for 3 months as we waited for the toilets to arrive from Kohler in Wisconsin. We added on a couple of other things as well, and he was here 2 weeks ago and finished everything.
That day, we were horrified when Troy discovered that, despite the assurances from the Kohler rep in Wisconsin when I ordered them, that they did not, in fact, fit with the plumbing in each bathroom. But Troy was spectacular: sat down with us, helped us find an alternative on the Kohler website that he felt would fit; called Granite Group to see if they had them in stock (thank goodness, they did); and then drove our 3 toilets over and exchanged them for the new ones, once he had examined them in person to ensure they would work in our bathrooms. That is what I call going above and beyond the call of duty!”