| rev:text
| - For about the last 7 years, I have used this company to do annual check-ups and warranty repairs on my two 5-ton Trane units. Up until recently, I would have rated them at 4 or 5 stars. The last service (or lack thereof) caused me to look elsewhere.
Brief story..
In January, one of our units quit heating. I called the after-hours number and made an appointment for the following morning, with an 8-10am window. Around noon, I called to see where the tech was. The person I spoke to said something like "Oh...well the people I talked to didn't check our schedules here". So, she scheduled an appointment for later that day, between 1 and 3pm. Around 3:30, I called to find out where the tech was and found out he was running late. A phone call would have been nice. The tech arrived and diagnosed the problem as a bad fan motor. He told me the part was in stock and he would install it the next day. Fine. I was at work and had my wife stay home all day waiting for him to show. Around 4:30pm, I called and asked when he would arrive. The person I spoke to said that she didn't see any service scheduled that day. I told her what he said, and she replied "he can't say that!" I felt she was a little snippy with me and could have been kinder. I felt like saying "I'm not the bad guy!" A few days later, a different tech showed up on time to replace the motor. The only problem is that this did not fix the problem. My unit was still dead. So this new tech proceeded to make another diagnosis. He had to call another technician to find out what the blinking led light error code meant. He still could not figure it out, and a third tech had to -come out. The third tech came out and discovered it was a faulty low-pressure switch and told me that the part would be ordered and would likely be in the following Monday. Monday passed. No calls. I called them on Wednesday. They said that they were short-staffed and had to send someone to pick up the part. The weather wasn't really cold so I said the following week would be fine. Well, the next Monday came and went. No calls. I finally called around Thursday. The person I spoke to said that they were having trouble getting the part. I was then actually told that "maybe another company paid extra and got my part." (I was thinking to myself...You did not just tell me that!). I finally called and complained to the Service Experts corporate office. Shortly afterwards, I received a call from the local manager. He was nice and apologetic and assured me that they would do better. I told him that I should not have to be making so many phone calls to track them down. They should be calling me, the customer, to to keep me informed. He agreed and we ended the call politely. Unfortunately, the same problem came up the following week. The part hadn't come in. I had to call them to see what was going on. Then finally, the part came in and was installed. The cost of the repair ended up being about $30 more than I was quoted. No big deal, just another annoyance. I feel that I was patient and gave them way too many chances to fix the issue. The poor follow-up and lack of communication drove me nuts! I decided to try another company this year for my annual tune-up. I hated to do it, but Bob Brown Service Experts lost a good customer.
|
![[RDF Data]](/fct/images/sw-rdf-blue.png)
![[cxml]](/fct/images/cxml_doc.png)
![[csv]](/fct/images/csv_doc.png)
![[text]](/fct/images/ntriples_doc.png)
![[turtle]](/fct/images/n3turtle_doc.png)
![[ld+json]](/fct/images/jsonld_doc.png)
![[rdf+json]](/fct/images/json_doc.png)
![[rdf+xml]](/fct/images/xml_doc.png)
![[atom+xml]](/fct/images/atom_doc.png)
![[html]](/fct/images/html_doc.png)