Poor communication, no follow up
Terrible scheduling and follow up. Appts are made within a 2 hr window. Appt 1 - tech arrives 40min. AFTER 2hr window. Service call takes over an hour to complete. Parts needed. Tech says he'll have head office arrange for follow-up and order the parts. 5 weeks go by, no follow up.
I call to make Appt 2.
A) head office never heard of the parts I needed. But I schedule 2 weeks out anyways
B) Appt 2 was scheduled for 10-12. It snowed that day, so I called to confirm. They told me that my appt was actually from 2-4. No one called to tell me the change.
C) at 1:45, they tell me they need to reschedule... Ok... I'm naïve and still played ball and agree to another time.
D) Appt 2B (4 days later)... 2hr Appt window comes and goes. No tech. I call, they tell me the supplier didn't have the part - he actually said, "It's not our fault.".
They had 5+weeks to order the part and follow up with this appt.
I am no longer a ProAce customer. I have now actively waited over 4 hours for scheduled appts in exchange for an hour of service over 3 appliances, and rescheduled 3 times, and sadly initiated my own follow up appt. If you have a life to get to, DO NOT rely on these guys. They will mess up your day.
- Approximate cost of services:
- $500.00
- Company Response
Pro Ace Heating and Air Conditioning Roy Office Manager - Dear Client, we do apologize for any inconvenience that we may caused you. We have been trying to contact you by leaving messages, unfortunately we have not heard back from you. Please call us at 604-293-3770 at your convenience. We will do our best to rectify any concerns. We take these matters seriously. Roy