Business ProfileforClimate Experts Heating & Cooling Inc

Climate Experts did not honor their appointment nor at least called to inform me that their technician is running late. Spent two hours waiting . Even after I called their office , I was told that they need a window of one hour .My appointment was at 3 pm and no one called me till around 5:30 pm. G.K , Pickering

Mr. Karam,

We are never happy about keeping our customers or potential customers waiting - your time is valuable. The appointment was for a quote for a rather complex set of scenarios regarding disconnecting, storing, possibly moving an Air Conditioner to new locations on the property. To provide you with an honest accurate quote we did require a site visit at no cost to provide the quote and recommendations.

When the appointment was made, we did explain that there is a window of arrival at any scheduled appointment. Due to the nature of our business our technicians can run into complex situations that take more time than expected to resolve. In the winter season, calls must also be prioritized to accommodate those without heat first and others as soon as possible. We try to build in an adequate buffer to avoid inconveniencing our customers, in your case it was not - and for that we do apologize
On the day of your appointment, we did speak with you and let you know that the technician was running a least 1 hour behind on his appointments and that the system would send you an alert when he was on his way and you were offered the option of rescheduling as well, which you declined.
Once again, we apologize for the inconvenience.

Beth M.
Customer Service Coordinator

Above comment is not accurate nor correct and here are the facts:1) when the appointment was set up over the phone NO mention of any "window of arrival " was discussed. I can provide copies of emails received from this business with no mention to any "windows of arrival" 2) On the day of the appointment which was at 3 pm SHARP , and around 3:30 pm I called the business to be told to give the technician an Window of ONE Hour ONLY , no option of rescheduling was mentioned or offered. 3) I Left after waiting for almost two hours. 4) At around 5:30 the business called me to say their technician is on his way at which I asked them to cancel the appointment . This business is**************** unreliable and does not respect their appointments.

We have reviewed the emails and you were in fact given in all the email communications a window of arrival of 1 hour for each of the appointment times offered. You also requested that the technician contact you when he was ten minutes from arrival so that you could meet him at the property as you lived nearby.

We have apologized for the inconvenience and explained the circumstances that caused us to be late. I do recall asking if you wanted to reschedule and you saying "no, as long as he was coming." Your communication with the office when you received the message as requested that the technician was on his way was quite loud and very unpleasant and did not allow me any chance for further explanation at that time. You chose to at the end of that communication to, rather loudly and forcefully, cancel the appointment and hang up.

Again, we have apologized for your inconvenience - but as Professionals in the Industry we have a responsibility to resolve No Heat situations first before moving on to the next call and that is not always possible within a precise timeframe. I am sure if you or your family were without heat you would appreciate this. For this reason, we can never make appointments at a firm time - always with a window of arrival. We strive to meet that window, unfortunately circumstance do not always make that possible.

I apologize that you were not updated as often as you would have preferred and that has been communicated to all the staff so that we ensure customers are updated more often.

Sincerely
Beth M.
Climate Experts Heating & Cooling Inc
Customer Service Coordinator/Reception Supervisor

From: GEORGE K. <*******@******.com>
Sent: March 1, 2022 1:32 PM
To: Beth <****@**************.ca>
Subject: Re: Relocating outdoor 3 ton unit at *** ***** circle in Pickering.
Sent from my ******
On Mar 1, 2022, at 8:12 AM, **** <****@**************.ca> wrote:
Hi Beth

Thank you for your prompt follow up
Next Monday March 7 at 3 pm please at *** ***** Circle
Please ask Robert to call me on my cell XXX-XXX-XXXX at least 10 minutes before he reach there as I live close by to my above sons house,
I only work for him for free
George K. P.Eng.
Retired Mechanical Engineer

Hi George
Unfortunately that Friday March 4 is not possible
I do have Monday afternoon March 7 3:00 - 4:00 PM or 1:00 - 2:00 PM
If either of those times work let me know.

Thank you

Beth M.
Customer Service & Reception Supervisor
Climate Experts Heating & Cooling Inc
13-905 Dillingham Rd.
Pickering, On L1W 3X1
Ph: XXX-XXX-XXXX
Fax XXX-XXX-XXXX
Toll Free: X-XXX-XXX-XXXX

www.**************.ca

From: GEORGE K. <*******@******.com>
Sent: February 28, 2022 5:21 PM
To: Beth <****@**************.ca>
Subject: Re: Relocating outdoor 3 ton unit at *** ***** circle in Pickering.

Hi Beth
We can meet your technician / Robert next Friday March 4 between 3-4 pm .
Please let me know if acceptable and ask him to call me to my cell
at least 10 minutes before he reach .
Thank you
George K.
XXX-XXX-XXXX
Sent from my ******


On Feb 28, 2022, at 3:01 PM, Beth <****@**************.ca> wrote:

Hi George

The best answer I can give you without having someone out to do a site visit is based on pump down, disconnect and move to storage for 2 weeks and replace exactly where it was.
That option would be $199.00 + HST for the disconnect and move. To replace it exactly where is was and refill refrigerant is 499 + HST.

The other scenarios would require a site visit to determine exactly what is needed. Just as a reference the first 20 feet of gas line is $600. With every foot thereafter charged at $15/foot.
If linesets and wires have to be extended that is additional and depending on the shape of the bracket you may need to replace it as well.

I can schedule Robert to come out and give you a quote one day next week if you like.
Let me know what day works best for you and I will schedule that for you.

All the Best


Beth M.
Customer Service & Reception Supervisor
Climate Experts Heating & Cooling Inc
13-905 Dillingham Rd.
Pickering, On L1W 3X1
Ph: XXX-XXX-XXXX
Fax XXX-XXX-XXXX
Toll Free: X-XXX-XXX-XXXX

www.**************.ca

My response to the business is : It was never mentioned neither verbally nor in writing that the business needs a window of one hour. I will forward the business reminder email that contains nothing about windows !
Only time an window of only one hour was mentioned to me is when the appointment time passed by 30 minutes and I called the business office around 3#0 pm where a window of one hour was mentioned.
After the elapse of over two hours from the agreed on and fixed appointment time I left .
I received a call back around 5:20 pm , an elapse of 2 hours and 20 minutes to the fixed appointment time to state that a technician was on his way at which I loudly asked the business to cancel the appointment.

Above is a true and exact list of facts and other information listed by the business is not correct nor accurate.

George K.