Business ProfileforSouthern Iowa Heating & Cooling

Now, for a new retired resident who has never dealt with "Gas" as a heating fuel, this feels quite dangerous. I SIHC to see if there was availability. The gal who handles the phones was super nice and told me that she may have someone available toward the end of the day. She sent two gentleman in a van under a mile down the street. At no time was there any mention of a charge for this welcome. The gentleman arrived and from arrival in driveway to looking at the unit in the basement spent less that 15 minutes to decide that they would sell me an entirely new unit or an induction motor for $500 installed. Now mind you, that the covers were all taken off the furnace and everything was prepped so that they had to do very little, if any, work (labor) and they were appreciative of this and were both very knowledgeable and made a call to the parts department on speaker. When it came time for the price, he took the phone off of speaker and then told me that it would be expensive. (hum?). Interesting, to say the least. They then quoted me $300 and $200 to install a part with 3 screws and 2 wires right at chest level with no tools required to access and that the existing part could not be repaired. I said that it was out of my budget and that I would need to think about it. The next thing I did was to text the company and leave a message to cancel any further transactions; going with space heaters. Now the reason for the review: I received a bill for $105 for the welcome call and a $60 part restocking/shipping fee plus tax. This was followed by a thank you text from me which prompted an angry phone call from the owner that was highly offended that a person who received a 1/4 hour of diagnostic was unwilling to pay for a full hour for a new home visit that was less than a mile from the office from a new resident who was unaware of how to turn on his gas heater. He was "Highly Offended" that anyone could ever question his business acumen and hence the review. Avoid

Mr ****** did call us to check a furnace that was not heating and we were booked for the day and most of the next day but our office staff was able to make some changes and get a service technician to his house to diagnose the furnace. Our office staff indicated that there would be a diagnostic fee and that covers up to the first hour of labor. After my technician diagnosed the problem quickly, he was able to do this quickly do to his extensive knowledge about HVAC systems, he informed Mr ****** of the cost for the part & replacement. He also explained to Mr ****** that we would need to order the part and have it overnighted, he asked and confirmed this with the customer more than once and the customer agreed. The part arrived the next day and the customer called in and canceled the appointment after it’s arrival and was very rude to the CSR on the phone and hung up on her as well. I did try to explain to him that he agreed to have us order the part and to the overnight shipping and he was fully aware of the charges involved so when he canceled we charged him the standard diagnostic fee and the cost of Shipping the part, return shipping and the restocking fee we got charged. We did also give him the option to just buy the part from us as well. Had the customer had us install the part as agreed upon the diagnostic fee is waived and he would have only paid for the agreed upon part and installation cost. The text he replied to was him stating “thanks but no thanks” when we submitted the cost of the diagnostic fee, which at that point the owner did call and try to resolve the situation to no avail. The diagnostic fee is a flat fee charged for a service employee to come to the house, diagnose the issue and provide a cost to repair, it is standard practice in most home service companies and are typically higher than what we charge. Had it taken the technician 1 hour instead of 15 minutes to diagnose the issue the charge would have been the same to the customer,

I believe potential customers can plainly see the level of customer service that flys off of this misogynistic response. In addition to not getting the customer name correct, there is no gain towards wanting to “Work with” the customer. What you will have here is just an angry, highly offended individual whose staff is 100% unable to make a mistake. Thanks but no thank you.