Quality Services

“I am incredibly disappointed in this service. I’m not confident I have ever left a Google review that was bad for a company, because running a company is hard and I try to offer grace. However, two weeks later and no communication, disconnected air conditioner that was supposed to be reconnected, never a phone call (despite stating they would call me multiple times), and when I attempted to express my concerns and get information about where we are at with the process and if she knew when they would be calling me, the secretary hung up on me. I called back, requested a manager, she told me there are none. After some back and forth, a “manager” magically appeared on the phone. This “manager” repeatedly interrupted me, told me that she is in charge and there is no one else to talk to, was interrupting me frequently. She did inform me that the owner is her father in law. Finally, after multiple requests to be transferred to the owner or a voicemail, ANYTHING, I magically was transferred to the owners voicemail.
The owner calls me… because he does in fact have a phone. The entire time he is supposed to be hearing my concerns about the lack of communication he interrupts me, talks in a patronizing and incredibly condescending tone. I asked him what he had heard about my situation and he said (multiple times when I continued to ask what he had already heard), this isn’t about what I heard you need to just tell me your side because there are two stories here. I reminded him that a company should be focusing on the concerns of the customer regardless of what another “employee” tells them. He again spoke to me in a condescending tone, which I asked him politely to please change his vocal inflection because he sounded very rude and condescending. He told me he has one voice and then continued to talk to me as though I was one of his children. I am so disgusted with the customer service here and I’m not certain I have ever had a manager/owner act like that when a customer brings a concern forward. All he had to do was apologize for the way his employees treated me, to include hanging up on me, and his pride prevented that unfortunately.
I will add, the technician (Daniel) that I talked to after hours yesterday and who did come out to my property this afternoon was incredibly nice and validating. Not only was he incredibly validating and nice last night when I was frustrated, but he continued to be incredibly nice today. What I do find interesting, he of course is not related to the “managers” like everyone else is. Maybe it just runs in the family to be rude.

Either way, their fabulous technician fixed my issue and was kind, validating, and apologized multiple times.

I would strongly encourage anyone looking for HVAC services to go through another company for any sort of good customer service. Apparently we don’t teach good customer service in companies anymore.”