Maureen in Kingston

We have a boiler system that provides for our on demand hot water as well as our in floor heating. We were recommended by our plumber & heating installation contractor to use Kingston Home Heating as our contact for any service or repair that our boiler needed. We were recommended to sign up for a monthly insurance type program at a cost of just shy of $23.00 per month for certain privileges, one being that should our boiler system malfunction after hours, that no extra charge is added for a service call to the on-call person. When our boiler doesn't work, we have no heat and no hot water. We noticed last night around 7:30 p.m. that we had no hot water and then checked to see if we had heat. Cool air blowing out of the vents. After checking to ensure we had propane, we called and requested that the on-call service technician come and look at/service the boiler. The first call back to us the technician (whom we found out later is the owner/manager) indicated that hot water was not considered an urgency and we had to remind him that our heat was also out and that was considered urgent. He then proceeded to tell us very rudely that he could not be there until 2 to 3 hours later (10 to 11 pm). We said fine then, I guess if that is when you can make it. After finishing the phone call, he called back again and explained he had looked at the low temperature for the night and it was only getting down to 8 degrees Celsius. Albeit a mild low for living in Canada and it being the first week in November, we did advise not room temperature or a reasonable indoor living temperature. That coupled with the fact that we also had no hot water, we had to practically beg him to come. We also found out he lives 20 minutes from our house and our house so the 2 or 3 hours time frame for getting to us was, we suppose, a ploy for us to say not to bother coming. He did arrive and he made no bones about displaying his displeasure of having to be there for this service call. His tone with us anytime he talked to us was snarky. What is worse, he is the Manager/Owner and contact person for this company! His staff are a pleasure to deal with and unfortunately, this man made us feel like terrible people for asking him to follow through with a service he provides in his company and even encourages people to purchase and pay for on a monthly basis so that this service is available to them if they need it. With a personality like this, I feel somewhat sorry for his staff. I am encouraged at how well the employees of this man treat HIS customers when apparently they do not have their own manager to use as a positive role model for customer relations. The reason this comment is noted as neutral is that, to date, any service that has been required has been done by an employee who has been more than cordial and knowledgeable. So the owner’s negative cancels the staffs' positive to get this to a neutral review. Very unfortunate.