*UPDATE*: Since writing this review and giving Arpi's a '2' for satisfaction and '3' for recommendation, I've since increased both ratings to a '4' and '5', respectively, based on the fact that an Arpi's customer service person called me the next business day and apologized numerous times for the error and poor service. He explained to me that the error shouldn't have occurred and that they use a call centre after hours who don't have access to their customer database for privacy reasons, which is why the agent wasn't privvy to my customer history. He also confirmed that I wouldn't have been charged if a technician was required. He assured me that someone will be speaking to Kelly about the error and to the call centre about how they address customers. Overall, I'm VERY satisfied with how quickly and directly Arpi's addressed my concerns and frustrations.
I bought a new Furnace and A/C from Arpi's last March (2021) and the service was excellent. However, the annual maintenance inspection this week did not go nearly as well.
I booked the annual maintenance inspection on the furnace, A/C, humidifier and hot water tank on June 4, 2022, as part of our VIP Platinum Loyalty Program. The maintenance seemed to go well (Kelly was nice, friendly and professional) until I had a shower the next morning and noticed there was no hot water. I called Arpi's and said it was certainly an error made by the technician since the hot water was working previous to the service call. The agent informed me that I would likely have to pay their after-hours rate of approx $185/hr for someone to come out to check it. I told her that was ridiculous given the maintenance call was free as part of our VIP program membership and it was their error. She said someone would call me to confirm but it was likely I'd have to pay that rate. She also confirmed that since Arpi's is closed on the weekends, the rate is higher since it's considered outside of their business hours. So, basically, since Arpi's chooses to close on the weekends, customers get penalized (!!), especially on Saturdays when many customers are off work and have time to dedicate to repair calls. I mentioned that if I called another business, most of which ARE open on Saturdays, that I'd get a lower price. She said that was likely. So, I said if a technician is needed and I'm going to be charged $185 b/c Arpi's chooses to close on the weekends (completely inconvenient for full-time working customers), then they'd lose my business and I'd go elsewhere.
The agent also treated me like I was a brand new customer. She asked for all my info and I said I was in their database since I spent over $12K last year on equipment and installation and I also pay $440 each year to be a member of the Platinum Program, but she said after-hours staff don't have access to the database. It made me feel like I was not a valued customer at all!
In the end, a technician was not needed. Kelly, the technician from the previous day, had turned down the water heater to low and never turned it back up before he left. Given that error, as well as finding out Arpi's charges increased rates on the weekends (unlike other businesses) and that I was not treated like a valued customer, I was quite angry and disappointed overall in the service provided.