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| - Good work, good price. Great owner. Issues with punctuality and communication. This was a really tough review to write and I wish I could give different star values for different aspects of the business. I'm going to do my best just to stick to the facts here.
Now for the details:
We needed an estimate to replace all of the AC duct work in our crawl space. Had one estimate from another company and called Mark's after reading all of the positive Yelp reviews. Here's how it went down:
Wednesday: Called around 3pm asking to set up an appointment for an estimate. Easton says he can come sometime before 5 that day to look things over. Receive another call at 5:30 saying it is very hot outside and he would rather come tomorrow morning instead. Make an appointment for 9 on Thursday.
Thursday: Hubby called me at 10 asking if I had heard from them since no one had come or called. Called and Easton said they were running late but would be there by 11. He showed up at 12:30 without any additional notification (phone call, etc). Once he was actually on site, hubby liked Easton and the price was good enough that we decided to have the work done. Easton said he would call to schedule it. After a day of not hearing from them we called him and scheduled it for Monday. He said they would be there by 9 to start the job.
Monday: Around 10:30, hubby called me to ask if I had heard from Easton, since they had not arrived. Remember, they were supposed to start a multi-hour job at 8am, and this is July in Phoenix- I doubt they were looking forward to being up in our crawl space come mid-afternoon. Called Easton and he said that they had had several emergency calls that morning and couldn't start as early as they wanted to so they pushed us to tomorrow instead. Without calling to let us know! When I asked why we had not been notified Easton replied that they did not have the invoice with our phone number!
Now I understand that in Phoenix in the summer, a non-working air conditioner is an emergency situation and schedules change (I work by appointment, I get that). However, I don't understand why we weren't notified of the schedule change. When I asked this, Easton replied, "do you want us to do the job, or not? If you don't we can just not do it."
At this point, we had only dealt with Easton. I asked him for Mark's phone number thinking that I might have better luck with him. Fortunately, I did. Mark was extremely understanding and apologetic. He asked when we wanted the job started on Tuesday (8am) then offered to come out with Easton and make sure everything was to our satisfaction.
Tuesday: Phone call at 8:15 from Easton saying that they were running late and would be there shortly. I think they arrived around 9. Hubby says the work went according to plan, Mark showed up and was very apologetic, and it was all finished by about 1pm.
When I got home later that day I was looking over the invoice and realized that they had only cleaned the inside coils, not the outer ones on the unit up on the roof. I called Mark to ask about it and he sent Easton out later that day to clean the outside coils as well.
In the end, this is a good company that could be great with some improved communication and scheduling. Hubby says that before Easton left our place on Tuesday he heard him on the phone with another client who had called because he was late. He told her he would be there in another hour but that he had another visit or two ahead of her. It seems like he is trying to fit too many visits into too short of a time frame instead of scheduling more realistically.
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