Although enticed by a $25.00 letter for a gift card by Convertible Air for a good review, we in good conscience could not really do so. Everyone was pleasant to deal with, however, in this day and age where mediocrity has become the new standard of excellence we recently experienced it first hand.
While we had the impression from our sales representative that customer satisfaction was paramount, this did not seem to be communicated to the contractor level. I had shown our sales rep everything we wished to accomplish and what he did not know he suggested we speak to the installers about when they arrived. We walked through everything we expected with them prior to them starting the job. While the contractors were quite personable and appeared to know their trade very well, we felt that short cuts were being taken and we seemed to have to reiterate what we expected. The installation of the furnace and then the air conditioner was done in 2 stages, over six days. Although we tentatively set a follow-up day for the balance of the installation with the contractor, we did not get a confirmation had to call the company for further scheduling. In the interim we were inconvenienced with a disarranged basement and litter plus no air conditioning during a very warm period. There is now an unnecessary vent hole in our wall, as they did not install an air intake pipe for our system. The humidifier was not reconnected and the air conditioner is somewhat unsightly as the valves are facing our patio instead of being hidden by placing the unit at a different angle. While the furnace and air conditioner do appear to be operating well, we did have some problems with the setup of the new thermostat. We had acquired 3 estimates prior to this installation and felt we were getting the best value for our money from Convertible Heating & Air Conditioning. We are disappointed that we did not receive any follow-up to see if we were satisfied with everything that had been done.
Picture 1 Air conditioner position; 2 - hole in the wall; 3 - humidifier not reconnected.
- Approximate cost of services:
- $5,576.00
- Company Response
Soosy, thank you for bringing this to our attention. We absolutely DO value your positive experience, and your opinion is paramount. That limited time offer for the $25 gift card was to say thank you for time in doing a review. Nowhere, at all, did it ask for a 10 review. You could write whatever you felt. We truly mean that.
Your review content, or rating is your own choice. Homestars reviews are peoples own opinion, good -bad or indifferent. We take the risk, and truly always do great work. Thats how we ensure we get good reviews.
But we are human, and jobs are extremely tough sometimes. Walking into a totally dry walled basement poses unknowns on where to drill out. Even an educated, honest salesman cannot promise we know how the job will go. We just give you options, like all others did.
The technicians need to verify that with test holes, as sometimes, when they cut, there is too much else in the ceiling above to safely run our venting, and as such, we need to make another hole.
But regarding the comments of us not communicating with our staff or technicians, who are not contractors, they are our staff...isn't true. We are in constant communication with them on every job. As we were with you, thats why the job had to be re-scheduled, as it was too tough to complete in 1 day.
All jobs have full notes and work instructions from the salesmen to the installation team. And we always re-install humidifiers, I have no idea why yours was not, there MUST be more to this story. And I will find out to correct it, you have my word.
Regarding anything else that you are not happy with, please call me directly and I will send another team back to correct it. 416-503-8188. We want everything perfect as you want it.
I mean that. I am waiting to hear from you anytime, with thanks and hopes to make it right.
Marnie Amodeo, GM