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| - I called TNA heating & Cooling after Doctor Cool did not return my voicemail after an hour of waiting. My air conditioner was struggling to keep the house cool and running for a long time so it needed some help. The original lady, Catarina (I think was her name), was very short and rushing as well as breathing very hard into the phone. She was not interested in speaking to me any more than she had to and was not friendly. She was not rude, just cold and flat. She took my information and said someone would contact me to set up an appointment. No time frame, just sometime. This interaction made me pretty nervous about how the rest of my business was going to go with this company, but I pressed on.
I received a call within 10 or so minutes from a gentleman (I don't remember his name, sorry) who was probably a dispatcher. This guy was super friendly! He was clearly happy and told me he had someone already in the area and I should expect them within 30 minutes. This interaction made me happy and renewed my faith in the company and assumed that the original lady was just a fluke.
The technician arrived within the promised 30 minutes. His name was Derek and he was, unfortunately, also not a friendly person. Again, not rude, just not very welcoming and talking to him made me uncomfortable just like talking with Catarina. I explained my issue and offered any assistance. He asked me where would be the best place to get to the air conditioner and I said I wasn't sure. He seemed kinda annoyed, so I apologized and explained that this was my fiance's house and I've never had to have anyone look at the air conditioner before while I was here (although I shouldn't have to apologize for not knowing). I promptly called my Fiance and asked and was able to give the information to the technician right as he was walking to the best place. After inspecting the air conditioner he came back and told me what was needed and how much it costed. I provided him water and said I would like him to take care of it all. He did the work, I paid the bill, provided him more water, and he was on his way.
I had no problem with the quality of work that was provided because my air conditioner is working wonderfully. My only problem was the way I was treated by two of the three employees. Customer service is a big deal to me and I shouldn't feel uncomfortable or unsure about the company based on my interaction with staff as that will definitely guide me away from the business. But I stuck it out and I'm not disappointed. I would recommend this company, but be ready to be treated indifferently.
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