Wendy Coulson from Hamilton/Burlington

Once service person arrived he was excellent, informative, knowledgeable, friendly and professional.Peter #5278. Hard to get to that point though. LONG process. Had originally asked for this service of air conditioner thinking I was covered by monthly fee. Girl on phone booked appointment and service person serviced furnace. Called back and got rude person who told me I was not covered and would have to pay for this. I understand this, but why was appointment booked for air conditioning service if I was not covered and then furnace looked at? Customer service rep very condescending. Finally asked for supervisor. She called back the next day, but I was in the shower. Said she would calll the next day at same time. I waited 2 weeks and no call. So I called back. They didn't seem concerned that a pronmise was broken. Finally spoke with a supervisor again who was not nice at first, but finally understood my issue. I wasn't originally asking for anything but an apology and the correct service, but after all the inconveniences and rude reps, I asked for one month free service. Supervisor said she couldn't do that and then after I explained myself, she offered to do that???? So, hopefully I get the one month free. She did go back to original phone call to see that I did ask for air conditioning service and furnace service was booked. I shouldn't have had to get forceful and almost nasty to get what I wanted in the first place. Then a new appointment was booked. It was booked for a Wednesday between 10 and 2. After 2, there was no phone call until 5pm when Peter said he would be there shortly. Why do they book this time slot? Then not call when they can't make it and send someone 3 hours after the final window had passed? Not professional. I had arranged to have my daughter at home from 10 to 2 which was an inconvenience to her. I was home by 5pm to meet Peter. Again, he was fabulous! Finally a nice end to a frustrating situation which should have been very easy.