Extremely disappointed it took as many visits as it did to get the job done. Called late on a Tuesday night, the first tech came on Wednesday morning, then a salesperson on the Wednesday night, before the installation team arrived 2 hours past the 4 hour window given on Thursday (also late night). My wife had to leave work early, only for them to never even call and let us know that they would miss their already big arrival window. We felt like prisoners in our freezing home for nearly 48 hours without any communication. As compensation they offered a "free" air conditioning maintenance (which I will likely pass as I am sure would only lead to a discovery costing me thousands).
They were unable to install a particular extra feature (which was fine, saves us 500$). When they finally called to settle up, I gave them my credit card and recieved an invoice that still had the more then $500 in parts that I never got. I called and they apologized but said they can't refund until tomorrow because "it" won't let them. I have worked with many point of sale software systems and have never heard of a refund needing 24 hours before being issued.
All the individuals we dealt with we very pleasant. But the communication between their customers and within their own team could be greatly improved upon.
- Approximate cost of services:
- $5,000.00
- Company Response
Hi Mark. We're sorry that our team was running behind the day of your installation. While we called your wife at work to let her know the first time there was a delay, I'll be checking in with my team to make sure that they always continuously follow up with customers if there is a delay so this doesn't happen again. We'll also review our internal communications - our in-office team wasn't aware that the $500 in parts hadn't been installed. Unfortunately our payment system doesn't allow same day refunds, which is why we refunded you the $500 dollars the next morning. If you have questions or would like to talk more, please give me (Brendon) a call at 905-457-4425.