| rev:text
| - This was a 5 star review that unfortunately has gone way south. The 5 star service actually refers to a service call made in 2012, when the control module (motherboard) on my a/c went. The service was fast and efficient and professional. So, when my blower fan started going recently, I immediately called them first.
Thankfully, given the temps, the fan has not gone totally, but it's obviously on its way out given the way it's performing. I first called and left a voicemail for them to come out (before I knew what the problem was), but then cancelled soon after , because the a/c continued to work. When someone from the company called back to make sure I really didn't need the service, I asked about availability in case the a/c finally died and he let me know to call no-matter-what-time if there were a problem. When I asked about after hour charges, he let me know there would be an extra charge for working "golden time", but when pressed, wouldn't tell me what that charge would be over the usual $86 house-call fee. That was "warning No. 1".
When I later determined that this most likely was a blower fan problem, I called him back asking what the approximate cost would be to replace the blower with labor. He chuckled and asked if I was shopping around. Obviously, it would've been stupid to deny it and there was no reason to. His response was, and I quote, "You won't find anyone cheaper than me and the service won't be any better (heh heh heh)" (And I'm not kidding about the sarcastic laugh at the end). When I once again tried to pin him down on an APPROXIMATE price --- not a guaranteed one --- the response was, "You call around and I guarantee, I'll beat anyone by 20%." So ... what? If I called back with a low price, would I then get an interrogation on who offered it or a speech on how their service and work was bad if he wasn't prepared to match or beat the price? Then again, why should I even have to play such games?
Now, those kind of responses might be perfectly acceptable and attractive to some people who, I don't know, like bargaining at the local bazaar. As a business owner, I find it evasive and unprofessional (and, therefore, untrustworthy). There's a place for bargaining and I don't think this is that place. I could only imagine how another customer might feel if their fan actually HAD crashed and had to deal with this unprofessionalism while the thermometer rose above 100F outside and over 90F in their house and they were stuck in a situation putting them at this guy's mercy.
To be completely fair, this company's work and abilities might still be as great as it was three years ago. But this "customer service" was more than enough to turn me completely off (as was his calling me back later in the day, thinking I was some woman he spoke to earlier. Really, if you can't keep your customers straight, is that supposed to give me confidence that your bartering over the phone was just a one-time aberration?).
Too bad.
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