My AC broke down in August. I called LB who had done my servicing of HVAC and AC earlier in the year. The first visit was great in April was great - technician was personable and from what I could assess thorough. The second service visit was the polar opposite. While the customer service operative who took my call was efficient and helpful, the technician who arrived to assess / fix my AC was the opposite. Out of fairness, perhaps his technical ability was compromised by a phone call that I overheard. I don't know if it was a supervisor/owner or external but whoever was on the phone was screaming expletives at him and he was screaming them back. After witnessing this, I had serious doubts about the technician and the company. Turns out that while 2 other technicians had worked on the same AC unit outside previously (one LB and one another company), this tech complained that he could not access the wires/panel given its placement to my porch. Having lost all confidence, I paid the service fee, asking him to close it up.
I decided to call the company to let them know what I heard through the phone call after a couple of days. If it was a supervisor/owner who spoke to the tech that way, I was mortified as no employer should speak to an employee that way. If it wasn't, then there was another issue. The customer service person took notes and said she would escalate which is great. What I would have expected is that someone from the company to call me back to say either 'that call was not from LB Heating' or 'we have addressed the issue'. Either way, when a customer calls with a concern it needs to be addressed and responded to.
FYI - I didn't ask for my service call money back at any time.
This company was recommended by friends who still use them and are happy with their service, but I have moved on.
