Tanja in Hamilton

We purchased a new AC and furnace from Convertible in March 2016. Our sales person was Michael and he was a pleasure to deal with it. He answered all of our questions quickly and thoroughly and encouraged us to call him any time if he could be of further assistance. The furnace was installed first and Convertible agreed to return later to install the AC since we were doing some digging around the house. So far so good. When the furnace was installed, that same evening we had no hot water. None of the individuals in our household are versed in the workings of the water heater, furnace or AC. We called the service number and they came out the next day to fix the problem. I believe it was something like the water heater flame just had to be reignited. The technician was supposed to come between 10 and 11 am and nobody showed up. When we called the service number again we were told the tech would come at 12:30. He ended up coming closer to 1 pm. When he didn't show up on time I had also e-mailed our sales person to advise him of this because I was concerned nobody was coming at all. Our sales person spoke with the owners or supervisors and apparently they told him that they had offered to come out that same evening that we had called but we declined and opted for them to come the next morning. That part was completely untrue. If they had offered to come out right away, I would have gladly taken them up on that offer so I could take a shower before going to bed! Anyways, they did come out and fix the problem so I was satisfied for the time being. Now it is May 2016 and I called them on Friday to let them know my AC seems to be leaking. I was told it was probably ok to continue operating the AC and a tech would call me to set up a time to come out. The tech called the next morning and said he would come Monday between 12 and 2 and that it was ok to continue operating the AC unless we saw white ice building and then we should turn it off. So now it is Monday, and the tech called at 12:54 to let me know that he is not coming because the leaking is just water and it is normal and they are not going to come out for that when there are people with no cooling out there. I completely appreciate the art of prioritizing and I can even believe that the water leaking is normal from the humidity and condensation. What I don't appreciate is taking the day off work to wait for a tech who then calls and says he is not coming because the water is normal. Why didn't he tell me that it was normal on the weekend when we spoke so I didn't have to waste my time? I called the service supervisor Sam and he offered a very insincere "sorry" and said that once he figured out it was just water they realized they didn't need to come out. It took an experienced technician that long to figure out it was just water? Apparently the water is normal. If that is the case, I wouldn't have known that because our old AC unit didn't ever show any water leaking or pooling around it. So of course I was concerned when I saw a liquid leaking from the unit as that was not the norm before. I chose Convertible after receiving various other quotations and reading their reviews online and really thought I was going to be dealing with one of the best. I have to say that so far I am unimpressed with their service, mainly because there seems to be no consideration for my time as a customer. I am not an unreasonable person but when I've paid your company thousands of dollars, I expect some kind of mutual respect. I don't know about everyone else, but I don't have time to sit around waiting for tech guys that don't plan on showing up. I hardly ever write reviews unless I have a really positive or really negative experience but felt that people should know what they might expect service wise after investing a good chunk of money. Hope my dealings with Convertible will be more positive in the future.