Thermo Cool Mechanical

Heating & Air Conditioning
Toronto ON M9W 4P1
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Private User
Private User
Private User reviews Toronto, ON

Air conditioning

Will never be using them again .Worst customer service. Had a great experience once previously , however my recent service was beyond disappointment. When I received a call to quote the price I was never told there will be additional charges for the labour, I thought the price was final for everything: included the labour and the part. However on my bill I saw double the amount that I was quoted and on top I've asked them to put through the charge on a different card and they failed to do so. When I called to try to resolve the issue the lady was very rude, said that everything she said is on file but when I asked her to provide me with the ntoes/ voice recording, she wouldn't even want to speak to me and said she will pass my phone # to the manager, from who I haven't heard back yet. Very disappointing. In the world where there is so much competition, I would assume they will work hard on clientelling and customer service but I guess that's not the priority. I will never be using this company and will make sure our building will not be services by them. (as a metter of fact when I asked the concierge who to go to with the problem, thrmocool wasn't one of the options) I'm really upset I went to them.

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Company Response

Hi, I am the office manager at Thermo Cool Mechanical. Part of my responsibility is resolving any issues regarding our work and customer complaints.

I wanted to take this opportunity to let you know that we do take this matter very seriously which is why I did speak with you over the phone in regards to you above noted concern.

As previously discussed we do have a standard labour rate and parts are additional. This was presented to your and all our customers upon scheduling a service call. I do apologize as there must have been some sort of misunderstanding that parts are inclusive of labour. This is not the case, nor have we ever offered yourself previously or our clientele all inclusive pricing as each situation is unique.

In good faith, when we were speaking I did offer a credit to the account and the adjustments were made that day. It was mutually agreed upon and the credit was accepted on your end. It is unfortunate following our conversation that you still unhappy with the out come.

I would like to apologize for any inconvenience and should you wish to further discuss contact me.