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  • I had arranged for a service tech to come to the house to resolve a problem with our heat pump. We scheduled for the 12-4pm window, and I was told that the tech would give me a call before coming. Around 3:15 PM, I started getting nervous as I had not heard anything yet and it was nearing the end of the appt window, so I called the office. I was told that the tech was on a call, and had 1 other appt before mine. No ETA. So I went home from work, expecting to see the tech sometime before I had to leave again for a 6pm soccer practice. Of course, no tech and no call. Sometime after 6PM, I did get a call from the office to let me know that the tech would still be over sometime later that night. I explained that I was no longer at home so we'd have to reschedule. I requested a "first thing in the AM time slot" as I could not afford to waste another day waiting for the tech, but the office told me that only 10-2PM was available on the requested day. I declined and will find another HVAC contractor. Look, I get that appts sometimes run over, and I did appreciate the call. But when you inconvenience a long-term customer and don't fix the problem, isn't it just good customer service to make an extra effort to make things right? Not with Howard Air, apparently :(
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