I had a very unfortunate experience with this company. It started off very well, as, I contracted them for a furnace and A/C inspection, which they conducted professionally. A few months later, my A/C unit died, and, I contacted them to purchase and install a new unit, which they conducted and performed very well. I thought I had a good relationship with the company, and, I always look to direct business to companies that I've had a good relationship with.
When we experienced some leaking in our basement due to our water heater, I called them up, as their website indicated that they do various water services. I have a rented tank, but no service contract, and, I wasn't sure if it was something that they could do for me. They came by, took one look, said they couldn't do anything, and gave us a bill for $180 for the service visit, and required payment immediately.
Given the fact that I had given them a large amount of business in the months prior, I thought this was a very unreasonable bill for the service call (especially since they are located 5 minutes away). I have no trouble paying for a service call, but, this seemed very disproportionate.
I called the company, and, the service technician responded, and indicted that they would like to accommodate me with a reduced bill, but, the order to charge the full amount was provided by senior management, and, they weren't authorized to discount the bill. I explained that given the previous relationship, it seems like a poor decision to effectively kill our relationship over such an amount when no services were actually rendered.
While the people they employ seem capable and can be customer service oriented, the company philosophy seems very short-term focused, and, isn't looking to build a relationship with its customers. I'll be looking at other options for future HVAC work, advising others in my neighbourhood to do the same.