Spring Home had installed a furnace, AC and humidifier at our old house about 4 years ago and we were pleased with their service.
Last month on a late evening on March 22nd at our new house, we had a problem with our furnace as it was just blowing air with no heat in the house. Initially I called a reputable company and booked an appointment to have a technician assess and fix the problem as they have a 24/7 phone service. The next morning Spring Home came to mind and I decided to call them as well because we had used them in the past.
I cancelled the appointment with the initial company I had called earlier and decided to book a new appointment with Spring Home instead. While I was booking the appointment, I told Cheryl, the office manager I needed her technician to fix my broken humidifier as well during the same visit and she agreed.
The technician came and diagnose the problems on both my furnace and humidifier. After the diagnoses, he left my house to get the required parts (roll-out switch for the furnace and solenoid for the humidifier). He came back a couple of hours later and installed the part for the furnace - the job cost me $500. I felt the cost was high but we needed heating in the house and we had no choice but to accept the cost.
After fixing the furnace, he tried replacing the solenoid for my humidifier but later determined the new part was defective as the humidifier was still not working. Cheryl quoted me $140 plus taxes (parts & labor) for the job which I agreed even though I thought the cost was high just to replace a solenoid. I decided to pay the amount out of convenience as the technician was already at my house.
I asked the technician to get a new solenoid but he had to speak with Cheryl about it first. He spoke to her while still in my house but I noted there was some disagreement between them. Right after their call, Cheryl called to let me know they don't have the part and had to order from their supplier. I asked when will the part be available - Cheryl told me she will let me know when it comes in. I asked when the part comes in if I could have the technician do the installation on a Saturday as I didn't want to take time off from work again. She responded Saturday appointment will cost me $50 more per hour for labor, really???
I've followed up with Cheryl several times in the last few weeks and I keep hearing the part is not available yet. Really?? Not available yet for a common solenoid part for a common Generalaire humidifier??
It has been 5 weeks already and I still do not have a humidifier that works yet. I suspect Spring Home probably felt it was not worth the technician's time and money to make another trip to a customer's house just to replace a humidifier solenoid.
I am appalled by the poor customer service and price gouging, especially being a repeat customer who spent close to $10K on a furnace and AC at my old house. I would not use Spring Home's service anymore and would not recommend this company to anyone else based on my poor experience with them. I regret not giving the other company I had called earlier the opportunity for the job as I heard and read great things about their services.
