The Hvac Group

Heating & Air Conditioning
Kitchener ON N2H 2X7
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HomeStars  >  Heating & Air Conditioning in Kitchener  >  The Hvac Group  >  Bad customer service and incompetence in troubleshooting HVAC
EV
EV
3 reviews Kitchener, ON

First Review

2/10

Bad customer service and incompetence in troubleshooting HVAC

Servio came to troubleshoot the issue of no power to the furnace thermostat, and his diagnosis was that it was a bad circuit board, which he subsequently ordered and installed but the furnace still wouldn't start. He then told me it could be any other of the components and that I wouldn't want to keep replacing them to find out what was wrong (instead of him actually troubleshooting which one was actually bad). He told me I should just get a new furnace (which I wasn't thinking of at the time) and that he would get me a quote, which he did. Even tho I didn't want to spend the money for a new Furnace I entertained the idea because I he said he could give me a good price. I then got other quotes to ensure I was getting a good deal and that's when I heard about
the additional rebates available. It all seemed well until I asked him if I could take advantage of the additional larger government rebates besides the smaller ones he had offered. When trying to confirm by text what the total price was with all the rebates, I was just sent an invoice by email for the board and it's installation, no explanation or further communication. I had to call him to ask what was up and was just told to "just pay the invoice today", which I did. He left me and my family without heat and since I was dealing with him in good faith, had no one else in line to install a new furnace at the time. Had to pay another HVAC person with actual troubleshooting skills to figure out that the new board I had just paid for was not needed and the problem was something else all together. I cannot recommend this company or Servio for HVAC service as I was given no explanation for his change of mind and attitude in supporting my family in getting our furnace fixed or replaced. Also better troubleshooting skills are needed for a service person and not just start requesting changing random parts at the house owner's expense.

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