Charles One Hour Heating and A/C

Charles Heating and Air Conditioning provided very poor customer service and misleading information. On the evening of 1/16/13 our heater stopped working. We are a "CLUB" member with Charles Heating and Air Conditioning Division located at 914 Old Liverpool Road, Liverpool, New York. My wife called the company at about 2230 and was greeted by an answering service. She was informed that a technician would be in contact with us shortly. Approxmiately an hour later we called the service again and received the same information. The wife stayed up all night awaiting a call for the technician that naver came. Around 0730 the next morning the wife was able to get in contact with a representative in the office that informed her that her call will be handled as soon as possible and was rather unprofessional. I was not fully aware of the fact that she had called and realized when I awoke that a technician had not arrived. I placed a call to the office and the lady that answered the phone was very short and rude with me once she learned what my name was. THe wife went to he office and received a 10% discount on the service call. On 1/26/13 our furnace stopped working again. Once again a call was put in and nothing was heard until the following morning. The service was rather rude and unhelpful. According to the technician that finally arrived around 1000 the company no longer has a night technician and do not provide service after midnight. THe technician did not have the gas valve need to fix the heater and said that the part would not be available until the following day. You would think that a company who specializes in furnace repair would have a stock of spare parts available for situation such as this. It would have been nice if we were informed of this issue and we would have called a different service. THe lack of professionalism and service just compounded the issue of having no heat with two young children in the home.