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Hovland's Heating & Air Conditioning

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Hovland's Heating & Air Conditioning Reviews (1)

Review: I actually have a few issues. I called Hovland's back in November looking for someone to come out and look at my Aprilaire unit. It took 3 months before someone finally came out. Today, I called the company at 4:45 AM to get their emergency phone number, as the blower on my furnace was not working. Before leaving to go to work at 7:15 AM, I had not heard back from anyone at Hovland's, I called and left a second message on their main business line explaining what was taking place with my furnace. By 9:00 AM we still had not received a call back, so my brother called again and spoke with [redacted] explaining the situation. [redacted] said he would check and see if someone call right back. Two hours later, [redacted] returned the call and indicated no one would be able too, so if we wanted to call a different furnace company we should. My brother asked what good was a maintenance agreement, if the customer did not get some priorities? This is not the type of service I am accustomed to with Hovland's. I have been a customer with them since 2010 when they installed a new furnace and air conditioning unit.Desired Settlement: I would like to have my service maintenance agreement refunded in full.

Business

Response:

To whom it may concern, Our company has received a mailed message stating that a complaint was submitted for our company, with an ID of [redacted]. Although it is unfortunate this customer decided to take this plan of action, versus contacting us and voicing her concerns to us directly, we take customer service very seriously. To address the matter at hand, we have already refunded the customer for her service agreement even though that was never requested of us from the customer, we learned what her “desired settlement” was from this complaint, and for that, we thank you. During the time that the customer is referring to was an extremely busy time for our company with increased business and decreased manpower. Out of respect to the customer, we were honest and shared this information by stating that we would not be able to make it out on the exact day that she called, but we would be able to in the near future, and that if she decided to reach out to another company to get her needs addressed that day, we would understand and recommend she do so. This was not a matter of maintenance agreement priority as we were addressing the needs of other “priority” customers. She WAS a priority, just further down the order than could have been addressed that day. We are a small business and unfortunately sometimes we have more business that we can service, and during these instances, we choose to be honest with our customers and inform them of the situation, so they can make the best decision for their needs. We do not prefer to turn business away, but our customer’s comfort is the most important thing to us. It does not matter to us which company takes care of the customer, just that they are taken care of properly and in a timely manner. We appreciate and thank the Revdex.com for their continued commitment to service. Feel free to call with any questions or concerns, we would be happy to speak with you. Sincerely,[redacted] – Comfort ConsultantHovland's Heating & A/C, LLC4727 N. Colt Dr.Janesville, WI 53546Phone: ###-###-####Fax: ###-###-####

Consumer

Response:

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Description: Heating & Air Conditioning

Address: 8125 N. Pine Meadows Rd., Nine Mile Falls, Washington, United States, 99026

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www.hovlandsheating.com

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