This winter my 90 year old father's furnace broke down. When I called Hoover's I was pleased to hear that they could send out a technician that day. I soon heard from Mark that my father's furnace required an estimated $700 in parts and labour for repair. The parts would take 3 to 5 days to arrive. After 2 weeks the part had not arrived. I cancelled the order and my father asked another tech for his opinion. We soon found that all that was needed to get the furnace running was to clean the points of the igniter. Once done, it was good as new! I called Mark and requested a refund of the $141.25 payed for their erroneous diagnosis. In time, I was contacted by Pat Hoover who kindly explained to me that it is common practice in the service industry to bill out for diagnostic calls and that I was not overcharged. However, to compensate for this unfortunate incident she graciously offered to donate $75.00 to the local Fare Share Food bank in my father’s name. I immediately apologized for any misunderstanding and accepted her offer with all due gratitude. It's good to know, that in these days of "alternative facts" that there are establishments like Hoover's to make things right!
- Company Response
Thank you Rik, for the kind words and review. We built this business on honest, top quality service. It was unfortunate that the parts did not come from the supplier in a timely manner, but we are glad that your dad is warm and happy. We strive to keep our customers happy, and were pleased to donate to the food bank on your father's behalf.