| rev:text
| - (note, it is not my name but my partner's name that Hay's has on file for this work, our
zipcode: 85085)
We had a service appointment for 5-7pm last Friday June 6th. (our upstairs AC vents were not blowing properly in our multi zone house).
A lady from the office called us around 6pm to say that our service person was running a bit late as he had to pick up some parts.
**After that phone call...nothing.
**No service person, no other phone call to let us know what happened. It's tough being stood up :)
We called the "on call" number the next day (Saturday) to ask what happened and to get a message to the company. The on call person was very nice and apologetic and promised to get the message passed on right away.
**Again...no phone call, no communication. We received no call back.
**We awaited a call from the office on Monday.
**Again....nothing, no communication from Hay's.
So, yet again, we called. They didn't apologize nor acknowledge the missed appointment, but they did schedule a service person (who showed up!).
Michael was very polite and courteous. And- BONUS- he put booties on over his shoes while he was in our house (love that).
**He said our AC unit was way undersized (it was 4 tons, and we absolutely needed 5 tons) for our house. This is not the case at all and would not logically explain our issue. This would not explain why only one zone was not cooling. The other two zones cooled like champs!
This technician then said a "comfort specialist" would be in touch with us with to discuss remedies.
Out of the blue, another person from Haye's called us, saying he'd read the notes and he wanted to send out someone who specialized in multi zone systems. The notes did not seem correct to him.
**Why was this not done in the first place? Our notes from our initial call were very clear that we had a 3 zone house.
**Had this person not happened to read our notes, this would've gone undetected and we'd have gone down a road of repairs that would perhaps not fix our issue.
The zone specialist -Mike-came out today. He was phenomenal. (kind and courteous as was the prior technician)
As we initially expected, the problem is with the damper not closing / opening properly.
He was great and we already have the quote and are awaiting scheduling.
Overall, we are disappointed in this experience. We understand things happen and appointments cannot be kept. But, this must be communicated.
At the very least, please acknowledge the inconvenience and the issue. We waited 3 + hours on a Friday night.
Secondly, I'd expect our notes to be read thoroughly and a qualified, multi zone technician be sent out.
*EDIT to respond to the owner's message*
There were zero missed calls from Hay's to us. I have the call logs.
Last communication from Hay's to us was Friday evening around 6pm or so- as i mentioned letting us know the driver had to make a stop for items.
There is no way 6 calls were missed, as they stated. It's absurd.
Additionally, why was there no follow up after we phoned the on call service on Saturday?
The fact that we had to keep chasing you down- making yet another call on Monday to find out what's going on is unacceptable.
A no show is acceptable as long as there is sufficient communication.
Please don't state 6 calls were made to us that were unanswered as that's demonstrably false.
Let's pretend that IS true. Why were there no voice messages left?
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