I have been a Dr HVAC customer for 5 years or more. Initially a phone call would be answered by a company employee and necessary arrangements made quickly (5 Stars). Recently, calls are answered by a service who refer the call to the company who would return the call minutes to hours later (3 Stars). As a member of the Service Club I expect the service advertised on the website, specifically 'Guaranteed appointments within 24 hours yes, even in peak season!'. This is my recent experience. A call on May 29 made arrangements for a service on June 6 (2 Stars). This was postponed at the company's request to June 13 (1 Star)and has now been postponed again at the company's request to June 26 (n0 Stars at all). Thankfully this is only an important but non-essential situation.
- Approximate cost of services:
- $10.00
- Company Response
Thank you for being a loyal Dr HVAC customer for over five years. We sincerely appreciate your continued trust and support. We deeply regret that your recent experience with our service did not meet the high standards you have come to expect from us.
We understand your frustration with the delays and the changes in our call handling process. Our commitment to providing prompt, reliable service is paramount, and we apologize for the inconvenience caused by the recent postponements and delays in responding to your calls. Your feedback about our Service Club guarantees is particularly concerning, and we are taking this seriously to ensure we meet our promises.
The issues you experienced with the scheduling of your service are unacceptable, and we are reviewing our internal processes to prevent this from happening in the future. We aim to provide the highest level of service to all our customers, especially our Service Club members who rely on us for timely and efficient support.
To discuss your concerns further and to find a suitable resolution, please reach out to Brendon at 905-457-4425 at your earliest convenience. We want to address this situation directly.