The initial service call they replaced an ignitor and I had left a new thermostat for them to put on. The new thermostat was not installed and a couple of days later my furnace wasn't keeping up with heat again. I called to see if they could put on the new thermostat, in which they replied sure. Price was never discussed, it wasn't until after they hooked up the thermostat they sent the bill. At the end of it all what I REALLY need is a new furnace. I expect a certain amount of advice based on the expert opinion from companies that service and install HVAC and other equipment all the time. They never told me I should have a new one quoted, simply put two 'bandaids' on. I could have returned the new thermostat if they didn't think it was a thermostat issue and might have paid $100 for a service call. All in all I could have saved $170+$90 thermostat ($260) which would have helped towards my new furnace purchase. When I called to question why i was billed twice there was 'he said she said' and no willingness to compromise.
I don't write these reviews often and am first to give praise, when due. Very disappointed.
- Approximate cost of services:
- $270.00
- Company Response
First and foremost, we're sorry for the oversight in not discussing the pricing for the thermostat installation upfront. Clear communication is essential, and we regret any inconvenience this may have caused.
Regarding the advice on your furnace, we genuinely appreciate your perspective. Our aim is always to provide transparent and helpful guidance to our customers. We regret if there was a miscommunication or if our team did not convey the potential need for a new furnace more explicitly during the service calls.
We take your feedback seriously, and we're committed to improving our communication processes to ensure a more positive experience for our customers moving forward. Your satisfaction is our priority, and we would appreciate the opportunity to discuss this matter further and explore potential resolutions.
If you are open to it, please feel free to contact us directly at [Your Contact Information]. We value your business and are here to address any remaining concerns.
Thank you for bringing this to our attention, and we appreciate your understanding.
icole
Total Homes Customer Care Team
(519) 664-2008
www.thesheatingcooling.ca/