Had used this company for many HVAC issues in the past...both for installations and repairs...we were so happy with their service that they were who we called because of lack of heat to certain areas of house this frigid winter. Service tech came and addressed other furnace issues which needed attention. These repairs did not improve heat in the house. After leaving 2 messages for someone to call, as we needed another service visit to address the issue we had called for originally, we finally received a call back. Was told someone would be by within the hour. No one came, no one called. Left another message later that day. No response. Left yet another message 2 days later. No response. Sent an email the following week...no response. Since leaving 4 phone messages, and an email...it has now been over a month and no response from this company. This company used to provide wonderful customer service...now they provide none. Perhaps this is why the large company that used to use Best Climate as their HVAC contractor, no longer uses their services!! Certainly after this experience we are no longer using their services and will definitely warn anyone who is looking for HVAC services to avoid this company at all costs
- Company Response
We sincerely apologize for your unhappy experience this time. This is a family run company that has been in operation for 25 years and the main source of our business is customer's referrals (word of mouth), and we always try our best to take care of our customers. Unfortunately in this occasion, a very disturbing event happens the weekend after we performed the service for this customer, as was the pass away of my beloved brother on Sunday, January 18, who was a very important part of the organization . This event took all of our attention and efforts attending the funeral arrangements, family and friends plus the grieving stages and recovery of this lose. At this time, we hope we could do something to alleviate your feelings. Your statement " Perhaps this is why the large company that used to use Best Climate as their HVAC contractor, no longer uses their services!!" is not real. We are not longer involved with this "large company" by mutual agreement with the equipment manufacturer distributor, who is the one who assign the dealer to the store. The reasons for this were totally business related and not because of customers complains or lack of attention, quality or service for the customers.
To confirm this, we can mention, that we have been received an special designation this year from the manufacturer and the distributor, that only is awarded to the dealers based in quality of installations, technical skills and customer service. Only two companies in the GTA and York region received this distinction. Anybody interested can request more information about this and also check our customer's surveys in file. Again, if something can be done for this customer to alleviate this experience, we are totally open to go the extra mile.
Please visit our Survey Results page where we track independent customer survey responses for installation and service activities. Our current satisfaction rating, to date is at 95.2% (May 2015).