Going with Acclaim for a/c was our worst decision of the year.
Our quote for a/c with Acclaim was a bit higher than other companies but we went with them due to the high reviews and supposed commitment to customer service. Unfortunately after waiting longer than promised for installation, the expensive unit we had already paid a 30% deposit on did not work at all. It did not work as soon as the installers left. Two service calls did not resolve the problem and it seemed obvious the unit was defective. Eventually they agreed to replace the unit with one that worked. The entire process took over two weeks and the inconvenience of several service calls. I know the company can't help that it was very hot and August and I was very pregnant but it made the wait seem extremely long and with the defective equipment installed, I could not call another company to come and install something that would work. I had assumed that the deposit was taken with the understanding any equipment installed would be operational. Even the service people admitted we had received very poor service. So we figured that with their reputation Acclaim would offer some sort of discount for our considerable frustration and inconvenience. Not only did they not offer, they refused when we asked, saying it was the supplier's issue which really wasn't our problem. On top of this, the office charged our credit card without our approval then called demanding to know why it had been declined. It had been declined because the bank was doing its job. At least they were apologetic about that, but really nothing else. I was extremely frustrated and disappointed with our experience.
- Approximate cost of services:
- $5,000.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hi Fiona,
We totally understand your frustration. It is a rare situation when equipment is defective in our world. We would love to replace units immediately, if we even considered that it might be defective to save all time, money and stress. However the process is laid out for us and our hands are tide.As I am sure you experienced, we need to get approval from our supplier, who then needs to get approval from the manufacture. They need proof that we have exhausted all options that it is not something that can be fixed or that it was not human error. We need to plead the case for our customers. Removal and replacing a full air conditioner is a huge and costly task that they don't take lightly. Understandably it is very similar in many industries~however taxing for all parties.
We are highly motivated to move through this process as quickly as we can. The manufacturer replaced the unit in the end as a straight exchange but they do not pay us ANYTHING for our time or our labour costs to try and rectify the issue, removal & replacing the unit even if it is a defective unit~ out of our control.
Our end goal is to give our customers great service and we look forward to be of service to our customers for many years afterwards. We are very sorry you had to experience this at all. Thankfully it is rare to have defective products as we start with reputable brands. Our team felt terrible and had immense empathy, as they were helpless to move this quicker then the 2 weeks.
"1 out of 10 stars" came as a shocking to our team. In the end we stood behind our commitment to provide a well installed and running a/c and advocate for the replacement as quickly as we could. Hopefully in time you will be able to forgiven us and be able to move forward as you enjoy your air conditioned home! Happy Holidays!