Service and installation 10/10
Follow up and clarification on questions and concerns post-installation. 0/10
I had a new furnace and air conditioning unit installed in January and April 2021 respectively. I chose Furnasman due to excellent service received in the past, regarding ongoing maintenance.
As always, the service and installation technicians were extremely courteous, respectful, and committed to customer service throughout the installation process.
Trying to obtain answers to some clarifying questions was a very different story.
Specifically - issues regarding incorrect warranty registration (done by Furnasman), follow up electrical work, and information regarding an issue with my hot water tank which was identified by an installation technician.
Over the course of two months, I sent three emails to the sales representative requesting information and clarification on these outstanding items. Finally, I tried calling him directly, and left him a voice message. I received no response or acknowledgement of my calls or emails.
Next - I tried to contact Furnasman directly, on a weekly basis, leaving voice messages asking someone to call me back. After about six weeks of leaving these messages, I sent an email to the manager (approximately ten days ago). None of these attempts at contact have been responded to or acknowledged.
Finally, today (June 21) after leaving yet another voice message requesting assistance, I received a call back . After two months of emails and voice messages, my questions have finally been answered. It only took a few minutes so I am at a loss as to why it took so long to get answers.
No apology or explanation was given for the delay or lack of response.
That is why my rating on customer service post-installation is 0 out of 10.
Thank you again for the excellent work technicians and telephone personnel !