Stay away; Poor customer service
I'll start by saying this review cost me $100. I chose to forgo my refund to enlighten others with the awful experience I had with Convertible Heating and Air Conditioning - in particular, with Sam the owner.
A technician, Mike, was sent to take a look at a leak that was being caused by my AC unit. Mike insisted that 99% of the time the issue is caused by a blocked drainage from the plenum. He checked the hose and the connector, and even though there was no clog, he insisted that he must have cleared it. I asked if he could open up the plenum and look at the tray, because I knew there was the possibility that the tray could have been cracked. Mike didn't have any aluminum foil duct tape so he elected not to open the plenum. He insisted that if the leak continued he would come back and wouldn't charge us the $100 service fee again. When we followed-up with the technician 4 days later, we were told that he wouldn't charge the $100 fee, but that he would have to charge $75/hour if we wanted him to open the plenum. He failed to mention this fee on his initial visit. Had Mike mentioned this on his first visit we would have told him to inspect the plenum and I would have purchased the foil and resealed the duct on my own.
When I called Sam (the President) to voice my displeasure, Sam was argumentative and kept insisting that I heard the technician incorrectly. His rhetoric was insulting and offensive. It wasn't until I mentioned that I would leave him a raving HomeStars review did he mention that he'd send me a refund, but only after a few days, since, as Sam put it, I may be "vindictive"....
I guess you were right...enjoy my $100!!
- Approximate cost of services:
- $100.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
There is one fact in your review that I can not deny...you ARE "vindictive". If you have read this review then you need to be aware of the following facts:
(1) This equipment was not installed by our company.
(2) Our service rates are $89 + HST for the first 30 minutes and then an additional $75 per hour for any time following. When our technician realized he would need to make a second trip he let the customer know that he would not be charged the initial $89 for the first 30 minutes on the second trip. He would simply start paying the $75 per hour rate. This is normal protocol for our service people.
(3) The service man did what he should have. He checked the drain line for obstructions that would cause the leak and found it to be clear. Normally we would allow the system to run so that we can test to see if the leak had stopped before we started more invasive and more expensive diagnostic work. Whether we opened up the plenum on the original night or opened it on another night it would still have cost the customer $75 per hour to do so.
(4) At the end of the day we ended up with an unhappy customer. We offered him his money back but he declined and decided he would rather post an undeserved review on Homestars. Who in there right mind would do this? A "vindictive" customer...
Grant White
Service Manager