Pros: easy to schedule an appointment, on time for appointment; Cons: lack of accountability for errors/mistakes, unprofessional reply to customers' complaint.
Here's the gist: Rob forgot to close the pipe when he shut down our boiler which left the water dripping until late night. If we had not gone down to the basement, we wouldn't have found out. The floor was soaked and took an hour to clean the mess. We had to throw away a couple of area rugs because they were disgusting! If we had not figured out what was missed, it could've caused a lot more issues not to mention the potential for mold if the area had not been dried properly. His response when we alerted him to this issue (copied and pasted directly from his email):
"Hi,
Sorry, it was an honest mistake.
As you seem more concerned about a little water on the floor more than the safety risk your old boiler could have caused, please disregard any invoice sent to you.
The “costs” you could have incurred from your boiler could have been more than monetary."
Our take: Thank you, Rob, for pointing out we need a new boiler which, by the way, other professionals would have been able to do as well. The point is he made an error but was too proud to own up without sounding condescending. We went with Rob because he was recommended, but I guess we'll be looking elsewhere. Oh and he was going to send us an invoice...really????
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Furnace Inspection - Continued (November 7 2014)
Dear Reader, this is our response to the company's reply below since we cannot add/respond on a different link:
I wrote my review above so that OTHERS will understand what happened and prevent any issues through their choice of a company. Even if the review is not as stellar as what the company expects, it is a clear documentation of that facts AS EXPERIENCED by the customer. This website, after all, is an avenue for customers to review companies!
And unfortunately, the owner still does not understand the review...his rants just make him look even more unprofessional! We didn't get that furnace fixed to the state he described. So, I don't know why he is going on about the shabby way it was made. We bought the house with that furnace like that. We trusted Rob with our furnace and he caused a flood.
I understand the carbon monoxide part and there is no need to copy and paste off "google" to make a point. His words imply that we are irresponsible people by "only caring about money" and not the health hazards of CO. The way he minimized the inconvenience he caused by responding the way he did vexes but does not surprise me, given that "[he is] in the top 10% of [his] field" and we, as customers, know nothing. And, by his response, it also seemed like no other professional (but him) would have been able to detect carbon monoxide levels through the use of a standard detection hand tool (which is what he used). I highly doubt that!
THE QUESTION IS: Did he or did he not cause a flood in our basement because HE FORGOT something??? That's the question and that was our complaint!!! The shabby furnace and flood are two unrelated things. Any intelligent human being will see that! There was no flood until he fiddled around with our furnace.
- As for his offer to clean up the flood, we discovered it on a Friday night at 9pm (so yes, it had been leaking for 12 hours!). It would be unreasonable to expect us to leave it until we called his guys. It was a great inconvenience and a potential mold issue. What about the health concerns mold presents to a family???
By the way, I saw that Rob (the owner) had been looking us up on social media! If he had to seek out personal and professional information about customers after a bad review, it is frankly very scary, "stalky," and shows a complete lack of professionalism. I will keep the email notification as evidence for any future needs.
- Approximate cost of services:
- $0.00
- Company Response
As we have already done directly to this customer and in response to all the places he has reposted this review: We acknowledge that the screw was left out causing the boiler to drip causing a collection of water on the floor. We apologized several times for any inconvenience this may have caused. We regret that our company was not advised of the mess until several days later thus preventing us from dispatching one of our technicians who are on call 24hours, to attend to the water on the floor. We are relieved that the customer reported that most of the water was soaked up by the area rug and cleaned up in an hour. We have used this experience as an example for our staff and technician training this month. This type of incident and the way the customer feels about our company are not desirable and training is a way to ensure they will not be repeated in the future.