Lack of customer service.
We had our furnace go out in December of 2016 just before a wicked cold spell. My wife heard an advertisement for this company on the radio and gave it a try. The service was prompt and immediately we were told that we needed a new furnace as well as a new A/C unit. We met with Eric and Clinton to discuss our options and decided to go ahead and replace the furnace and the A/C units. During the discussion about what we would get, it was brought up that we would get a credit from Excel Energy of $1,250.00 after the install was completed and inspection passed. We signed the paperwork thinking that we would be getting what we needed and wouldn’t have to worry. Before the installation everything was great, they took really great care of us.
We started the installation date with the crew arriving 2 hours after when they were scheduled. The installation was completed and all seemed to be working properly. It was after the installation crew left that we discovered several items that were not right:
• Part of the installation of the AC unit involved replacing the line that ran from our AC unit to our furnace/blower. The line was brought into the house and was covered with mud. The mud was splashed on one of our finished basement walls and a piece of the piping was left stuffed behind our refrigerator in the basement.
• The crew used the downstairs bathroom to clean up. They left the bathroom a greasy, dirty mess and did not say anything about the mess.
• We also had a pocket knife that went missing during the installation that was supposed to be a Christmas present. It vanished at some point during the install.
When it came time to sign the papers for the new install and furnace, the above items were discussed and pictures given to the “Now Heating and Air” personnel at this meeting. He said he would follow up with the install crew, and we never heard back.
Time passed and it is now spring time. We had the furnace inspected, it passed and paperwork was turned in so we could get our rebate from Excel Energy. About 6 weeks later we received a letter from Excel denying our rebate because Excel did not provide electric service to this address. That is true, however, that was not disclosed during our initial meeting in December. We were led to believe that we would be getting this rebate that we could really use. “Now Heating and Air” was contacted about this issue a couple of times. The first time they were called, we were given the run-around. We were asked to call the Electric company we currently have, we did and they are non-profit and do not participate in the rebate program. We called “Now Heating and Air” back and was told that they would not have said anything about getting a rebate from Excel Energy during a quote. I said, well, we did. We were told to call the person to see if they could recall or call back on Monday to see if it was included in our estimate. Other than that we were told that there was nothing that could be done about the rebate.
Finally, my wife called to discuss the issue and to find out what could be done and spoke with Eric. Eric is definitely not customer oriented:
• He argued with my wife saying it is not “Now Heating and Air’s” problem.
• He wouldn’t let my wife get a word in and raised his voice at her several times.
• After more attempts at trying to get her say:
o Eric hung up on my wife.
o He was not willing to hear what she had to say after her first words.
o He was not willing to work with us to come to a mutual agreement on our issue.
All we have left is this review, and a feeling of disbelief and the question: what happened to “the customer is always right”? This company needs to work on it’s customer service skills. We are happy with the furnace but not with what occurred with the installation and after. If you want reliable, friendly and honest service, you might want to look elsewhere than NOW HEATING & AIR.