Boonstra Heating and Air Conditioning

I have never received such poor customer service from a business as I recently did with Boonstra’s Hamilton location. I booked a furnace maintenance appointment with them as a first time customer because they are a well known company so I thought they’d be a safe bet. I couldn’t have been more mistaken. They called me the morning they were supposed to arrive and cancelled the appointment. They couldn’t reschedule it sooner than 3 weeks later. The appointment was booked for the afternoon but my husband decided to book the morning off work so I called Boonstra a week prior to the 2nd appointment and asked to switch it to the morning. The girl said it was no problem and the time had been changed to between 8am-12 pm. The morning of the appointment I called at 9:30 to ask what time my husband could expect them and the girl said “you’re appointment is not until this afternoon”. I explained to her that I had changed the time a week ago and she said she would look into it and call me right back. An hour later I still had not heard back so I called again. Of course this time I got a different person and she told me the same thing. She did however call back and said that the technician would be there in the morning and she guaranteed me that he would be done by 1:30 pm as I told her that my husband has to leave by 1:30 pm. At 12:20 pm I received a call saying the technician was on his way and would be there in 15 minutes. An hour later (at 1:30 pm) we called back as no one had shown up still. This person told me he would be there in 30 minutes. She apologized as I
told her my husband had taken the morning off work and now he was going to have to take the afternoon off also. She told me she would have the district manager call me but of course, I never heard from anyone. The technician did finally show up at 2:00 pm without a word of apology and without leaving the promised “free” furnace filter for the inconvenience of them cancelling our first appointment. Not that I cared about it but still another broken promise. I really expected more from this company since the reviews are mostly very good. However, that was my first and last experience with them. I have told many coworkers, family and friends about this terrible experience and they were also shocked and said they would never use them. Dec. 3, 2021t