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Taylor Heating & A/C Inc

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Taylor Heating & A/C Inc Reviews (4)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
 
Fyi & to whom it may concern at Revdex.com and Taylor Heating:
There has still been no resolution to this complaint or follow through with their promise to refund. Taylor Heating do you have a response?
[redacted]
±++++++++++++++++++++++++++
[redacted],
Thank you for your feedback. I welcome any and all feedback about all of our employees as well as the service we provide. I will follow up with our techs as well as with Joe about this situation.
I am glad your furnace is up and running as we are preparing for a pretty cold winter. I apologize on behalf of everyone here at Taylor Heating and AC for any consternation we have caused you. Our top priority is ensuring that all of our customers are 100% satisfied with the service they receive from us, which is one of the reasons we have been around since 1984 and why we maintain such high ratings online. Please trust that I will address all of your concerns with our team.
In the future, we would love to win you back as one of our customers, and I hope to hear from you as any of your HVAC needs arise.
Travis G[redacted]
General Manager
Taylor Heating and AC
[redacted]
Sincerely,[redacted]

Good morning,
 
The payment was sent out on Monday December 5, 2016. Thank you for your understanding in this matter.

Thank you for the info regarding your experience with Taylor Heating.  Customer satisfaction is something we take very seriously, as we have since 1984.  After having personal meetings with all of our employees involved with this situation, I have gathered several key pieces of...

information.  
The original service:  We provided a tune up service that involves the completion of a detailed checklist, along with an invoice total that is left with the customer.  During our Tune Up, it was noted that the control board was giving a fault code of a bad limit switch, a safety device for the system.  We replaced that limit switch, provided an invoice, and collected payment at that time. When we left, the furnace was working 100% with no problems.  Please see the attached picture of the tune up checklist performed during our service that is in our customer file database.  
One Month later:  We received a call at the office requesting a diagnostic for the furnace not running, which appears to be the first time the furnace had any issues since our original visit.  Upon arrival, our technician ran the furnace through several operations resulting in multiple fault codes coming from the IFC control board.  during one of the fault codes, our technician's amp meter was not getting proper voltage from the board to the gas valve.  This is considered an intermittent issue with the control board and should be replaced at that time.  Our Tech gave the customer a $180 discount from our typical control board price as a complimentary discount to a return customer so you wouldn't have to pay full price for 2 sets of parts one month from each other.  
Follow up phone call:  We received a call stating that our technicians misdiagnosed the problem during both of our services and our office staff felt you were being extremely rude after we were trying to explain the details regarding our services.  Our office tech made a poor decision telling you to have a nice day and hanging up the phone.
Like I have already mentioned we do take customer satisfaction very seriously and we will be issuing a refund check in the amount of $196.92.  We have also called meetings with our office personnel explaining the importance of customer service and we have implemented internal policies where the employee will be terminated after multiple violations. Once again, I apologize for your negative experience and thank you for your input.

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Address: 5518 163rd Street East Suite A, Puyallup, Washington, United States, 98375

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