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| - We had one of the worst experiences with Howard Air today! The Assistant Service Manager, Travis, denied my family (husband & 2 kids) service after I called to complain to him about a faulty service qoute.
When we initially called Howard Air, as a new customer, they quoted us 98 dlrs for a 44 point inspection on our units. We thought, "wow what a great deal most places charge you per unit." So when the Tech, Bryan, arrived he asked with a surprised tone, " You have two units not just one"? We stated, yes 2 units. He said from the get - go, you know it's 98 dlrs per unit, right? We were surprised ourselves to hear that but we told him to come on in anyway because the service is needed and we'll deal with the office and whomever we spoke to when we set up the appointment. So while Bryan checked our unit I spoke with Travis to tell him we were misinformed by his appointment rep and were never asked how many units we had or told the price would double or triple depending on the number of units. We assumed that wasn't a factor and that it was a flat rate quote. We asked him if their was anything he could on the price since we were not prepared to pay 98×2. Travis responded with we have a 16 point check for 65, we can do that for the second unit but the one will be 98. I responded with "that's not fair to me as a customer to have a 44 check on one and not the other. Your not really offering me a deal." He said let me check our system to find out who you spoke with. He then stated I can't find who you spoke with, do you remember? We said no. But what Travis didn't know was that the receptionist had told us, "Oh, looks like you spoke with our service manager I'll just transfer you to him." So that's how we ended up speaking with him concerning the cost.
Anyway, he counters with we can go ahead and do the 44 pt check on your second unit for 65. I said really, what's a savings of 15 dlrs? Why wouldn't you offer 65 dlrs per unit for the 44 pt check? Would it be too much for your company to loose 30 bucks for the sake of retaining a new customer? He said well why dont I wait for Bryan to call me with the condition of your units and we can work something out afterwards. I said, fair enough.
Bryan worked on our units for about 15 to 20 minutes after my call with Travis and then packed his stuff up, when out to his vehicle to put the equipment away and knocked on our front door calling "Mr. Martinez". Bryan spoke to my husband stating, "my Boss called to let me know I was to clean up and part my ways with you. We will not be doing business with you from this point forward. I will send you an invoice of my finding and you will not be charged for the service check today. I'm only the middle men but in all my years I've never experienced the company turning a customer away, I thought you did your research?
Our family was in disbelief that Travis made this type of call when we were simply asking for a break because of their error (not being upfront with their prices). But we did feel it was a blessing to not work with a dishonest, egotistical company!
This all happened between 10am & noon. By 9pm, the same day, one of our units died on us...now we're left to wonder if something was done purposely to it by Howard Air.
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