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| - Don't believe what you read...Best is 100% opposite in service!!!!
They expect the customer to know their policies ...I guess in Las Vegas having mindreading skills is also expected. We own a condo in Vegas as a vacation getaway and live in Oregon. The Monday before we have a planned weekend (to arrive on Thursday night in anticipation of having a service call with a 2 hour window for Friday), we call to schedule a tech check up call after owning the condo for a year. Seems reasonable that the office manager, Danielle asks for our name, address, contact numbers, etc. We are set for Friday from 8am to 10am; which gives us the rest of the day (barring additional parts or time to correct any issues, right? )
WRONG!!!!! We wake up early, run out for a coffee and are ready by 7:30am to let the tech in optimistically for our 2 hour window should they arrive @ 8am ...Nope!!! I get a call a bit after 8:20am from the office manager, Danielle to regretfully say that the tech pulled up our address and saw our condo unit is in a high rise and "Our policy states he is not allowed to work in high rises!!"
I say, "What? Why?" (This is where My clairvoyant powers failed me when setting up the appt earlier in the week!)
Danielle: "It's our company policy, and I'm sorry. " (*side note to those in customer service, much less the only manager on duty @ 8am until Monday, DON'T EVER SAY THIS TO PEOPLE EVER AGAIN!!! It literally means nothing to the person you are telling bad news to and is useless, unless you have a solution of another company who can work on high rises & maybe have actually called that co. ahead to help the customer get prearranged appt our at least let them know that the customer who you have all of their information will be calling for an appt that morning!!!!!)
Needless to say, Danielle had only 2 additional questions to ask when setting the appointment that would have prevented the total waste of time...#1) Are you in a high rise? #2) Would you like a name/# of another company in Vegas that can work on high rises? DONE.
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Best results for the Best AC Co.:
No pissed off customers 20 minutes into the 2 hour window who flew in the night before and woke up early to let their tech in... who was never coming!!!
No mad customers demanding the owner of the company to call her, with no useful information. He said: "It's a type of ac unit they do not carry the parts for ..."(I think to myself...so based on my address, you already knew the kind of ac unit I have?) MORE PISSED NOW!!!!
NO scathing Yelp reviews!!!
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Maybe my optimism is showing, and maybe they'll add a couple of reasonable questions before setting up the next tech service call????
OR if you happen to call Best HVAC, make sure you use your psychic powers to know their companies policies first!!!
Signed,
Loathing in Vegas, (will start day drinking now!!!)
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