Edward showed up on time. He removed my old microwave and installed the new one. He did it quickly and cleaned up the debris afterward. Very friendly and polite. Wore a covid-mask. I would not hesitate to call Edward again.
I will never use this company again. My unit was removed from my condo. They are demanding a "return fee" of $90 plus tax to return it to me. I was told by the technician that the unit could be repaired. A "bench test" was done at the shop - an additional cost of $85 plus tax that I was not told about. The cost of repairs is almost $3,000 plus tax and is "highly not recommended". Coincidentally, the cost of a new replacement unit , which they were recommending - their in-house brand - was almost the same amount. When I informed them that I would have someone pick up my unit, I was told that it would not be ready for pickup for another day because there was not a single technician in the shop! This supports the view that this company wants people to purchase new units and not have them repair anything. The Manager chose not to call in a technician to get my unit ready for pickup any sooner. This is the level of customer service provided by this company. It is unacceptable.
Hello,
I am the service manager at Thermo Cool Mechanical and I apologize that you feel the service provided was not up to your standards.
With regards to the pricing we have corresponded with you why we do not recommend repairing the unit and advised you about your different options. All costs were outlined to you and you approved the charges via email.
With regards to picking up your unit; we received instruction from you (via email) at 10:30 PM on Tuesday that you would like to pick up your unit Wednesday morning. This email was received when we opened at 8:00 AM and you received a prompt reply informing you that the unit is still opened (the unit is not put back together until we receive instruction on how you would like to proceed, repairs or unrepaired). Our technicians are dispatched first thing in the morning prior to the office being opened.
Furthermore, you insisted that we remove a technician from a customer who scheduled an appointment during regular business hours to return to the shop to put back your non-functioning unit. You demanded that the unit be ready for pick-up by 11:00 AM today. We informed you via multiple emails that your unit will be ready by noon today. It is near the end of the day and you have yet to pick up your unit.
Thank you,
Thermo Cool Mechanical Management
