Erin in Etobicoke

A few years ago I had a great experience with this company. Sales rep Rob came to my house and took the time to explain all the options for a new furnace and air conditioner. It was a great experience and I had referred others to this company after that. Unfortunately, I no longer feel like a valued, respected customer. I had a service appointment scheduled today for 9am. When the rep was late and I had not heard anything, I began calling the company. I called 5 times and was not able to speak to anyone. The outgoing message said they opened at 8:30am but I could not get a receptionist or anyone in service etc when I pushed those extensions. I kept getting vms and it was now 9:30. I did not know whether the person was coming or not, and obviously I needed to get to work. I eventually got through to speak with the head of the company who happened to answer the phones. He was short with me and told me someone would be there shortly. When I asked questions to confirm if he knew this for sure, so I didn't continue to wait for no one. He became rude, called me demanding, said there were lots of calls that morning and they were very busy. He said I could either wait or cancel and find another company. He did not seem apologetic for the person being late and did not seem to understand why this would be an inconvenience to me. Sacha arrived for the appointment shortly after the call. He did apologize for the lateness and my experience on the call. However, given my disrespectful experience with the head of the company who doesn't seem to value my business as he himself sent me elsewhere - I will do just that. If you want to contact Rob for a quote for your furnace, I had a positive experience but be weary that you will be starting a relationship with a company that will not value your business in the long term for maintenance appointments etc. Good luck!