Upon call of advertised number and speaking to an agent, I received a prompt call back from Len who indicated that someone could come out on the same day. He also asked me to provide an email with my contact details that I had given real to the "call center" lady. After about 1 hour, I called back to inquire when the technician would actually come (same lady asked me for the exact same information that I had in the meantime already sent by email). I then received a prompt call back again from Len. Eventually, I received a storm of text message with various ETA estimates for the technician. All this was good despite the redundancy of providing my contact information now 3 times!
The let downs of this service and why I wouldn't work with this company again are:
Call center quoted me a rate that Len then said was wrong and raised it by a certain amount (no big deal, I told myself) - however, this should have raised red flags already. I had clearly described the problem to the call center and in my email, with exact details and boiler information. Dishonesty!
The technician who came on site hardly did anything, besides repeating the problem that I had given to the call center lady, described to Len, and provided in an email. My email even described the exact boiler model in detail specifying model number that gives an indication of boiler age.
Technician simply told me that the boiler is too old and that nobody repairs boilers anymore. For this I was charged $180. Based on my problem description and the boiler model I provided in writing, this analysis could have been done on the phone. Obviously, then they'd not have earned $180!
The quote they followed up with promptly after the visit, didn't include the discount for the useless service call. I'd have at least expected to get that amount deduced from the 12Kish quote.
There are cheaper companies out there who'd tell you the same. I will stay away from them.
- Company Response
As you can see from reading our past reviews we take tremendous pride in the work that we carry out in every home we visit. Our service experts are highly trained and we make sure we always adhere to our our promise of caring for your home environment.
We do apologize for the Diagnostic charge misunderstanding for the Boiler service. From your description here, it sounds as though you were given the Call Out Service Fee of $140 for a Furnace. Your heating equipment is a Boiler and for this there is always a higher Call Out Fee of $180 for which we thought we had cleared up before sending out the Technician. Since you have brought this to our attention, we were able to follow up with our answering service to make sure that all the employees are aware of this and therefore correct this error on future calls.
Please know that often in oder to provide same day service we aren’t always able to give out a specific appointment window like we can provide on a regular pre-booked appointment dates.
Fortunately, we could send a technician out that same day and only a few hours after your initial call. Upon his arrival, our service expert found what happened to be a very unsafe scenario with your Boiler - flames were protruding from the front of the unit, and given that the chimney was found unlined this is out of B149 code. After immediately assessing the situation, the service expert made a professional diagnosis. As a licensed HVAC Technician,we must always take the entire picture into consideration in order to make the safest recommendations.
Given these apparent safety concerns along with the age of the equipment and of course considering your family’s safety; it is our priority to make sure your heating system runs in a safe manner.
We hope in any situation if a customer is unhappy we would appreciate being given the chance to make things right. It would have been our utmost pleasure to hear directly form you regarding this matter so we could have reiterated the scenario and what our recommendations were for you in the best interest of your heating needs.
Had we also been given the opportunity we would have explained our policies regarding a call out service fee - when a customer goes forward with a unit replacement absolutely, that amount is put towards the replacement; thus waiving the initial charge.
Receiving customer feedback is extremely helpful in our company’s success. We need to know so we can best help.
We continue to strive to provide the complete professional experience from the moment we first speak or step in your door.
The Tempasure team serves at the highest level, our prices reflect that and our installations are world class. I would be more than happy to discuss this with you at any time. I have left my direct phone number on your voicemail and would be so happy to talk to you and get this resolved. Thank you so much for the opportunity to assess your equipment.
All the best,