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| - We purchased a new AC unit from Howard Air last summer. The sales and installation process were great, and the company did honor our contract (which is the only reason for the 1 star), but as soon as we needed maintenance, their customer service really went downhill. It honestly felt like the company had already gotten their money from us, so they could jerk us around as long as they wanted while we needed our AC unit fixed.
We woke up last Saturday to our AC unit being completely out - the thermostat was off and the fuse had been tripped and would not turn back on. The AC had worked great prior to the company coming out for a routine service call a couple of weeks ago.
We called Howard Air as soon as we realized the AC was out, at about 7 a.m. They told us they would not be able to even come look at the unit until 6 p.m. Mind you I am four months pregnant and have two dogs and the high was 110. Meanwhile we were able to track down another company that would have been able to send a technician within an hour, yet we could not have them fix the unit since we were under contract with Howard Air.
After several persistent phone calls and threats to return the AC unit, we were told to expect a technician between 12 and 3 p.m. We sat in the heat all day and a technician never showed up until 7 p.m. We called multiple times to get an update, and the receptionist was unable to tell us a realistic time to expect service, and could only tell us that the technician was busy on another job.
Once the technician did show up extremely late, he looked at the unit for about an hour and a half, only to tell us that the part that needed to be replaced would not be available until Monday. Well, Monday came and went, and again after several calls to get an update on service we were only told that the part was on backorder and the receptionist did not know when the part would come in or when we could expect our unit to be fixed. Finally on Tuesday we received word that the part was in and the unit was fixed later that day.
We are very fortunate that we had relatives we could stay with for three nights and four days. What are customers supposed to do who either don't have a place to stay or who can't afford a hotel room? Not to mention we should not even be having problems with an AC unit that was barely purchased a year ago!
I truly do not know how in this day and age a company can be so clueless as to 1) where their workers are and how long their current job is expected to take and 2) the status of an item they have ordered. I am completely dumbfounded at the lack of communication and customer service from the receptionist and company as a whole - we would not have gotten half the updates we did if we had not been calling them proactively. The least they can do is give their customers appropriate estimates and updates.
I don't know how they can keep up with demand or continue to schedule appointments when there is no communication between the office and the technicians, and they have no idea where their orders are or how long anything will take. Are the technicians just given free reign with no accountability? Do they not have any tracking capabilities on the items they are ordering? I find it hard to believe that they can stay in business with practices like this.
After the treatment we received, I would not recommend this company if you would like to receive prompt and accurate service. We do not plan on doing business with them in the future.
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