emergency furnace service call
My furnace stopped working at roughly 6pm yesterday... I read the furnace instructions to make sure it wasn't something I could fix. It wasnt... I place a call to Applewood for emergency furnace repairs as they were the company that installed my furnace... Took down my information at 7pm and told me a technician would call shortly... 830 rolled around no call, called them back same thing wait for technician to call... 930pm call again had to give all my info again and gave two phone numbers to call... 1030 called again they assured me that someone call... No call throughout whole night. I have a new born at home I explain and they said all they can do is page the technician again... I was lucky that I had a electric heater for the baby's room... called Applewood as soon as they opened at 830am... got put on hold, then hung up on... called back sad they were two busy and I wasn't under warranty so I'd be lucky to get someone by tuesday... asked to speak with owner/manager as they advertise as a 'family owned and operated company', nobody was available. Left both phone numbers asking them to call back still haven't heard from them... I think they are only interested in warranty jobs. Worst customer experience. Lady I talked to this morning very rude and basically told me we don't care about your situation find someone else. My advice don't go near this company. Would love to ask the owner if he was in my shoes what he would do.
- Approximate cost of services:
- $20.00
- What could this company do to improve their services?
- Care about there customers just a little bit.
- Any advice to offer fellow homeowners facing a similar project?
- Call anyone but Applewood
- Company Response
Hi James,
We are sorry to hear that your experience with our company was not a pleasant one. We do pride ourselves on customer service, however, in the dead of winter with over 25 no heat calls per night we are forced to prioritize our customers who are under warranty and those with an Applewood maintenance agreement over people who are not.
We certainly do sympathize with your situation, but we are under contract with our warranty clients and our maintenance plan clients so our hands can often be tied should too many calls come in. If you would like to discuss your issue further please feel free to contact Matthew O'Brien at extension 247.