I am disappointed that Mr*** is unsatisfied with the services that were quoted, but there appears to be a misunderstanding There was a service call scheduled for Mr*** on Nov4, for a time range of 12-4PM As per his complaint, Mr*** noted that we arrived late, which is
untrue The only time slots we estimate to customers are ranges of 830am - 12pm or 12pm - 4pm Our technician arrived, as confirmed by Mr*** on his invoice, at 2:45pm, well within the range of time he was given We cannot quote, as we tell all our customers, a specific time since it is too difficult to exactly measure the duration of the appointments for that day, so, we give estimations and call the customer en-route...which he was called when he finished his previous repair at 1:The service call was scheduled for a "'Clean & Check' on the furnace and air in system-making noise" Upon arrival, we performed the maintenance on the furnace as noted on the invoice, which normally takes approximately min on its own The technician also determined there was a leak in Mr*** water tank and evaluated the problem with the noise and confirming air in the system The water tanks, upon our own research, was determined to be under the manufacturer warratny We gave a labor estimate to replace the tank, to which he refused To properly fix the air problem, the technician recommended replacing all air vents as stated, which he did not have with him We service many brands of equipment, and unfortunately, cannot have a warehouse full of parts on our vans So, he was quoted an estimated time to do the repair as well as a cost for the vents It was determined it would take approximately 1/hours to drain the system, change the vents, refill the system and bleed the air out This is where the misunderstanding seems to come in Our rates are $for the first half hour, and $for each additional min So, the initial 'Clean & Check' on furnace and diagnostic came to $+ tax When he was told he would not be charged the initial service call, we were referring to the initial $95...he would only be charged for the remaining 'continuous time' the tech would have to be there So, whether he was there for an additional 1/hours at that time if he had the parts, or if we had come back...he would still have been charged the same for the additional 1/hours He is not being charged twice for bleeding the system...although the technician did bleed whatever air he could out of the system as a temporary fix so to temporarily eliminate the noise until it was fixed properly But, as stated, if the vents are not changed, and bled properly, the noise will come back Mr*** was also told that if the service took less than the estimated time, he would only be charged for the time we are there...but if we were there longer, he would not be charged any more that he was quoted
I called Mr*** to further explain and resolve the situation, but now he states he never called for the cleaning...only to fix the vents He did not want us to come back as he felt he was being 'fleeced' and 'double charged' Unfortunately, we do not want any unsatisfied customers, but our rates are in line with our competition Our offer to repair the system still stands, and he did not suggest any resolution to rectify the situation*** ***
General Manager
Adams Heating
They tried to cheat me, the Adams repairman tried to charge me $for a part that when I looked it up online was only $I confronted the Adams repairman about it and he claimed that they only have one supplier ( as a small business owner myself I know this is bull even I have several suppliers for the printing inks and paper I purchase for my business ) he also SAID that they are not in the business of making thing cheeper for the end consumer (***) I no longer trust this business and I would recommend every one to be very cautious if you still chose to use themBecause of this from know on I will be doing all the repairs on my unit it will take me longer to figure out what is wrong but at least I won't get cheated Artist/Designer *** *** *** *** ** *** ** *** 1/4/
I called Adams Heating and Cooling on 06/30 morning for central a/c unit repair service call.
when I asked about scheduling a service for that day, I specifically ASKED and VERIFIED if it is possible for technician to come IN TIME TO FINISH THE WORK, BEFORE 4pm as I had to leave the house at the time.
"NO PROBLEM, We'll get someone in there DEFINITELY before that",
said the service manager Bill.
Well, I get a call from technician at 3:15pm, saying he is on his way. I asked him if he could be done by 4pm as I had to leave the house at that time, and he says
“ABSOLUTELY NOT. There's no way. Diagnostic alone would take more then 30min”(we'll come back to this particular statement so keep it in mind) and he is 20 min away. (Strike one).
ok, fine. so I call the service manager immediately after hanging up with technician, and set up another appointment for next day which is7/1. Told him that I have several appointments I have to keep, so my availability is between 1pm to 5:30pm.
I SPECIFICALLY asked him if this will present a problem.
"NO IT WILL NOT BE A PROBLEM AT ALL!!" he said.
"Tech is working until 4:30pm so we DEFINITELY will not have problem, we will have tech in between those time."
well, 7/1 comes and I get a call from Adams Heating and Cooling @ 11:45am. We are on the road and trying to finish up the last of the appointment. We are NOT at home yet.
I answer the call, the lady on the other line is Frazzled, and start yelling at me.
She says "well, you are the last on the list for today's work, and technician needs to come in NOW, would you be available?"
I tell her no, we are not even home yet, and she says.
"well, then we have to reschedule you to another day". (Strike Two)
I Explained to her the situation, and told her that I had SPECIFICALLY asked if my schedule would cause a problem, and each time, I was told "NO PROBLEM".
The lady I spoke to further yelled and said " Well, we can't have technicians just waiting around, we can't do this."
I again explained that I asked if my scheduling would be a problem before hand and was told it would not been a issue.
The said lady sighed a big sigh (of someone dealing with difficult person) "...THIS is THE reason why we don't do SPECIFIED appointment, we cant let technicians sit around doing nothing" (strike THREE).
First of all, it isn't a specified appointment.
it was a RANGE of time that spanned half a day!!! and I had REPEATEDLY asked, if it would cause a problem. To which answer I received each time was “NO PROBLEM”.
I had very HIGH hopes for ADAM's Heating and Cooling.
But I can't deal with a company that
1) can't keep a appointment promises that they re-assured on multiple occasions as “NO PROBLEM”
2) makes customer feel like the problem is on our side, when in fact, company is the one failing to live up to their own words.
If they are charging $109 for first 30min (we'll come back to this as well, so keep this rate in mind), and $35 for each additional 15min, I would expect them to be able to keep the schedule they have promised.
IF they can't keep the simple scheduling promise, I can't imagine HOW they can live up to any other promises of quality of their work.
I found another service that charged much less, and was upfront about what they can do and can't do instead of promising me the world and not deliver.
For a complete run around they gave me for simple scheduling, and service rep calling me and yelling at me for THEIR mistake, they get 1 star.
Additionally on rates:
Service manager Bill said
“...IF problem is solved within ½ hours, we'll not charge you a cent over $109”
The technician I spoke to said
“Diagnostic alone would take MORE THEN ½ hours”
Service manager isn't lying in his statement, true, but draw your own conclusion about what the tech said and what it means.
I am disappointed that Mr*** is unsatisfied with the services that were quoted, but there appears to be a misunderstanding There was a service call scheduled for Mr*** on Nov4, for a time range of 12-4PM As per his complaint, Mr*** noted that we arrived late, which is
untrue The only time slots we estimate to customers are ranges of 830am - 12pm or 12pm - 4pm Our technician arrived, as confirmed by Mr*** on his invoice, at 2:45pm, well within the range of time he was given We cannot quote, as we tell all our customers, a specific time since it is too difficult to exactly measure the duration of the appointments for that day, so, we give estimations and call the customer en-route...which he was called when he finished his previous repair at 1:The service call was scheduled for a "'Clean & Check' on the furnace and air in system-making noise" Upon arrival, we performed the maintenance on the furnace as noted on the invoice, which normally takes approximately min on its own The technician also determined there was a leak in Mr*** water tank and evaluated the problem with the noise and confirming air in the system The water tanks, upon our own research, was determined to be under the manufacturer warratny We gave a labor estimate to replace the tank, to which he refused To properly fix the air problem, the technician recommended replacing all air vents as stated, which he did not have with him We service many brands of equipment, and unfortunately, cannot have a warehouse full of parts on our vans So, he was quoted an estimated time to do the repair as well as a cost for the vents It was determined it would take approximately 1/hours to drain the system, change the vents, refill the system and bleed the air out This is where the misunderstanding seems to come in Our rates are $for the first half hour, and $for each additional min So, the initial 'Clean & Check' on furnace and diagnostic came to $+ tax When he was told he would not be charged the initial service call, we were referring to the initial $95...he would only be charged for the remaining 'continuous time' the tech would have to be there So, whether he was there for an additional 1/hours at that time if he had the parts, or if we had come back...he would still have been charged the same for the additional 1/hours He is not being charged twice for bleeding the system...although the technician did bleed whatever air he could out of the system as a temporary fix so to temporarily eliminate the noise until it was fixed properly But, as stated, if the vents are not changed, and bled properly, the noise will come back Mr*** was also told that if the service took less than the estimated time, he would only be charged for the time we are there...but if we were there longer, he would not be charged any more that he was quoted
I called Mr*** to further explain and resolve the situation, but now he states he never called for the cleaning...only to fix the vents He did not want us to come back as he felt he was being 'fleeced' and 'double charged' Unfortunately, we do not want any unsatisfied customers, but our rates are in line with our competition Our offer to repair the system still stands, and he did not suggest any resolution to rectify the situation*** ***
General Manager
Adams Heating
They tried to cheat me, the Adams repairman tried to charge me $for a part that when I looked it up online was only $I confronted the Adams repairman about it and he claimed that they only have one supplier ( as a small business owner myself I know this is bull even I have several suppliers for the printing inks and paper I purchase for my business ) he also SAID that they are not in the business of making thing cheeper for the end consumer (***) I no longer trust this business and I would recommend every one to be very cautious if you still chose to use themBecause of this from know on I will be doing all the repairs on my unit it will take me longer to figure out what is wrong but at least I won't get cheated Artist/Designer *** *** *** *** ** *** ** *** 1/4/
I called Adams Heating and Cooling on 06/30 morning for central a/c unit repair service call.
when I asked about scheduling a service for that day, I specifically ASKED and VERIFIED if it is possible for technician to come IN TIME TO FINISH THE WORK, BEFORE 4pm as I had to leave the house at the time.
"NO PROBLEM, We'll get someone in there DEFINITELY before that",
said the service manager Bill.
Well, I get a call from technician at 3:15pm, saying he is on his way. I asked him if he could be done by 4pm as I had to leave the house at that time, and he says
“ABSOLUTELY NOT. There's no way. Diagnostic alone would take more then 30min”(we'll come back to this particular statement so keep it in mind) and he is 20 min away. (Strike one).
ok, fine. so I call the service manager immediately after hanging up with technician, and set up another appointment for next day which is7/1. Told him that I have several appointments I have to keep, so my availability is between 1pm to 5:30pm.
I SPECIFICALLY asked him if this will present a problem.
"NO IT WILL NOT BE A PROBLEM AT ALL!!" he said.
"Tech is working until 4:30pm so we DEFINITELY will not have problem, we will have tech in between those time."
well, 7/1 comes and I get a call from Adams Heating and Cooling @ 11:45am. We are on the road and trying to finish up the last of the appointment. We are NOT at home yet.
I answer the call, the lady on the other line is Frazzled, and start yelling at me.
She says "well, you are the last on the list for today's work, and technician needs to come in NOW, would you be available?"
I tell her no, we are not even home yet, and she says.
"well, then we have to reschedule you to another day". (Strike Two)
I Explained to her the situation, and told her that I had SPECIFICALLY asked if my schedule would cause a problem, and each time, I was told "NO PROBLEM".
The lady I spoke to further yelled and said " Well, we can't have technicians just waiting around, we can't do this."
I again explained that I asked if my scheduling would be a problem before hand and was told it would not been a issue.
The said lady sighed a big sigh (of someone dealing with difficult person) "...THIS is THE reason why we don't do SPECIFIED appointment, we cant let technicians sit around doing nothing" (strike THREE).
First of all, it isn't a specified appointment.
it was a RANGE of time that spanned half a day!!! and I had REPEATEDLY asked, if it would cause a problem. To which answer I received each time was “NO PROBLEM”.
I had very HIGH hopes for ADAM's Heating and Cooling.
But I can't deal with a company that
1) can't keep a appointment promises that they re-assured on multiple occasions as “NO PROBLEM”
2) makes customer feel like the problem is on our side, when in fact, company is the one failing to live up to their own words.
If they are charging $109 for first 30min (we'll come back to this as well, so keep this rate in mind), and $35 for each additional 15min, I would expect them to be able to keep the schedule they have promised.
IF they can't keep the simple scheduling promise, I can't imagine HOW they can live up to any other promises of quality of their work.
I found another service that charged much less, and was upfront about what they can do and can't do instead of promising me the world and not deliver.
For a complete run around they gave me for simple scheduling, and service rep calling me and yelling at me for THEIR mistake, they get 1 star.
Additionally on rates:
Service manager Bill said
“...IF problem is solved within ½ hours, we'll not charge you a cent over $109”
The technician I spoke to said
“Diagnostic alone would take MORE THEN ½ hours”
Service manager isn't lying in his statement, true, but draw your own conclusion about what the tech said and what it means.