Knowles Gas Co

I must say that I don't bother with reviews very often, but in this case I have to take the time to do a big shot out to this exceptional company and the well train team. Im the head of the house and having to deal with lot of service companies and customer service. Now days, it seems everywhere you call , staffs is impersonal. I was look after extremely well and very promptly

I have been a client of Knowles Gas for 29 years and booked the same technician for annual maintenance of my gas furnace for the last 12 years.

In May of 2022, my furnace was not working so I called Knowles Gas and they told me the same technician would be at my house late afternoon. An hour later, they called me back to say the technician was in my area so he would instead come to the house in a few minutes around noon.

The technician promptly arrived, checked the thermostat which was fine, then went to basement and found that the furnace switch had accidentally been turned off. He turned it on and left.

The next day I got an invoice for $141 from Knowles Gas. I was shocked and called to let them know that $141 was outrageous for a 2-minute call. As a long time customer I expected a bit of a break with the billing for a 2-minute call. When I asked if I could speak to Stew the owner, Mary, the supervisor rudely informed me that there was no way he would speak to me. She would discuss this with him herself.

A few days later, Mary called me while I was in Mexico, to say Stew settled for me paying half the bill. I received a new invoice that had to be paid within 4 days. I voiced my disappointment at the news and she hung up on me. I called back to see whether it was the connection from Mexico or Mary had indeed hung up on me. She said she had hung up on me! Totally unprofessional and rude behaviour from a supervisor. I emailed to say I would send a cheque in the mail as soon as I returned to Canadá in 10 days.

The day after I returned home, I received an email from a Collections agency requesting I pay the full amount! This was less than 3 weeks after the service technician came to the house, and after I had informed Mary from Mexico that I would send a cheque as soon as I returned home.

Needless to say customer service is not a priority at Knowles Gas, and 29 years of customer loyalty means nothing to them. It is far more important for Knowles Gas to make money than to retain loyal customers. I will take my business elsewhere from now on.

I was charged twice for a failed repair job on my fireplace and dealt with truly rude people when I tried to address the issue. Workman was incompetent and ill-informed. Stay far away from this firm.