Business ProfileforSheaves Mechanical

Would like the owner of this business and the public to be aware of the following...The technician that came out for service was very good. He worked with the previous company before Sheaves Mechanical bought it in Oct 2021.My initial call with the receptionist and call following service with the 'supposed' supervisor was HORRENDOUS! In trying to make an appt. I was simply explaining my limited time and without the person listening, I was immediately told that "maybe I should call another company"! This is a new home for me and I have never had air conditioning before. I didn't think the A/C was working properly. When the tech came out he checked a few things then asked to see the breaker. The problem was that the power had been turned off for the A/C. He stated that the receptionist is supposed to ask clients a few questions, one of them being - Is the power for the A/C turned on? She did not ask me anything. She only offered her great unbelievable suggestion to call another company, without listening to anything I was saying.As per the technician this was the policy of the previous company (that had great ratings, including on BBB) that Sheaves bought from in Oct 2021. Following the tech's visit, I called to speak with the owner to inquire why his staff did not ask me that question and save me $157.07 for an unnecessary visit. I received a call back from the 'supposed' supervisor who informed me that I could not speak with the owner and that it was my fault they didn't ask that question because when I called, I stated that my A/C was not working well. I suggested that this is very poor **************** and that she was just splitting hairs...no harm in asking everyone the question. Clients are not the experts. It clearly shows me that this is a common occurrence or the previous 'decent' owner of this company would not have made it a policy for his receptionists to ask that question. See my full review on ****** for Sheaves...

The said customer, *********************, contacted us, an HVAC company requesting service for an AC, specifically stating her Air Conditioner was not working properly. The dispatch advised her of a service fee to go to her home and do a diagnostic on the air conditioner. Our technician went, hooked up all his test equipment, and found the air conditioner had no power. The technician advised the customer she had no power and assisted to check the breaker, at which time the customer replied, that her daughter had turned it off over the winter. The customer was irate that we charged her $139.00 for the service call, stating our dispatcher is required to troubleshoot technical issue's over the phone to advise the customer before dispatching the call, to remember her daughter turned the breaker for the Air Conditioner off, a cause beyond our control. The customer stated directly, that the Air Conditioner was not working properly. The technician found the Air Conditioner was not working at all, due to the breaker being turned off by the customer.As a service provided, our HVAC technician work in the field, the dispatch is not a licensed HVAC technician, nor is she required to be a licensed HVAC technician. Our appointments are scheduled using window times as is Enbridge, and all other service providers that dispatch HVAC technicians. ********************* was given the window of 8 to 11 AM for the appointment by the dispatcher, for the diagnostic, ***** became irate with the dispatcher demanding her appointment be at 8 AM when the dispatcher explained it is impossible to provide anything but the window appointment, 8 AM - 11 AM, ***** got irate and scolded our dispatcher stating she was being told to call another company, which our dispatcher did not say, *****, the customer specifically replied saying that is what she was being told. ********************* intentionally made a case against our company and pitted our team members against each other, all based on a cause beyond our control, *****'s daughter turned her power off a year before and forgot to turn it back on. ********************* turned this into our company's fault and is now filing with the BBB which does not surprise me as the customer advised me directly of her intent to give our company a poor review if the fee was not waived for the invoice. The service was provided to the client on June 14th, however, the invoice was only paid by the customer on July 4th, which enabled her to put a poor review for our company on ****** once she submitted payment for the service. The customer stated she is very social and she intends to tell everyone by word of mouth how terrible we are, based on her experience of being a customer service trainer for 20 yrs for a bank. As a company, we frankly find this behavior regardless of Customer Status not acceptable, and we have removed her as a future customer.Any questions, please let me know,Thank you,************

We have also confirmed ************************* statement regarding it being a "new" home to her "she just moved in", and never had an air conditioner before, is incorrect, actual possession of the home was 2 years ago, in June 2019; A true example of ************************* twisting and spinning of words to facilitate her actions as reasonable.

Please update with our response. It was sent the same day we received the complaint.Thank you,