The furnace had broken down and it was determined on Wednesday that a cricuit panel was needed and would have to be ordered. The part arrived late on Monday and a service call was arranged for Wednesday to suit my schedule. I also made an appointment for a technical consultant to recommend how the furnace could be relocated. The consultant said he would come at the same time as the technician. The appt would be between 10 and 1. Always, Air Quality calls half hour before the technician arrives. At 12:40, I called the scheduling officer who said the technician was on his way. He knocked on the door at 1:30. He was alone. He fixed the ciruit panel and left without giving me any paperwork. Later, the office called and asked how I would like to pay. I replied: "Always on time, or don't pay a dime!". I was told that was only valid when you call because you don't have heat. "I haven't had heat for a week". Still not valid. I commented that it was only a slogan and didn't mean anything. No response. I paid by Visa. After mulling it over, I realized that although I was not especially concerned about the technician being late, I was feeling very angry that the scheduling officer failed to call, the consultant didn't show up, and the accounts receiveable clerk didn't honour the company guarantee. I called Air Quality on Monday and spoke to the general manager about my discontent and told him that I wanted him to honour "Always on time or don't pay a dime". He said that he would investigate and get back to me. He was true to his word. He said that he could not verify the technicians arrival time but that it was very important to him to rebuild trust and retain me as a customer. He reversed the $600 charge to my Visa account. I have since renewed my service contract.
- Approximate cost of services:
- $600.00