Business ProfileforHouse of Heat, Inc.

I made an appointment a month ago to have my furnace cleaned and checked for the winter season. I hesitated in calling House of Heat because of past disrespect and unprofessional services and didn't use them for three years. But this year I felt I should get my furnace looked at before the winter sets in. When I called this time I spoke with a woman named and this is probably misspelled Thaylor who was very professional in scheduling my appointment. When I mentioned to her that I had not used House of Heat for 3 years, Thaylor asked me if I had problems in the past. I assured her that I had. I then relayed the incidents of servicemen arriving late asking Thaylor if they still had the time window of arrival for workers. Thaylor stated they didn't do that at House of Heat. I asked Thaylor if there was a new management then. Thaylor said no but they did have new service staff. I emphasized how my appointment time was never met by the guy coming out to service my furnace, that when I would call the office I was always met with a hostile woman telling me that was their procedure and expected that even though they may schedule my service for 7:30 AM the serviceman would arrive between 7:30 and 8 AM window. Thaylor assured me that this is not the case and if the service person coming to me is late to call right away and let them know. I even called Thaylor back a couple of times to thank her for her professionalism and the way she handled me as a customer much different than in the past. My appointment was Wednesday, December 15, 7:30 AM. I got up early and prepared to go to basement to be ready for technician. 7:30 AM came and went. I immediately called House of Heat but could not reach Thaylor. The woman who I spoke with said the technician was on the way. When I explained my appointment was for 7:30 AM I was asked if I wanted to speak to the owner which I stated yes. The owner, ***** came on the phone so I told him my concern and dis-satisfaction with House of Heat technicians not being punctual when coming to a scheduled appointment. **** was totally unprofessional with me, repeatedly saying if I was already upset with his guy being a few minutes late then I should just cancel the appointment. When I kept attempting to speak to **** and go step by step line by line of my concerns, **** remained defensive, unwilling to step up or have his technicians step up and be accountable for their actions. I told **** that before I retired I was a teacher in the prison school system where I had to be on time and could not afford to be tardy but be on my post of duty as assigned. I asked **** does he not require that his technicians be punctual to assignments scheduled to customer's home. I asked **** what's the consequence for his men who are tardy? I also mentioned to **** that I had my day's appointment scheduled and with his technician being late it was throwing off my other previously planned and scheduled appointments due to the lateness of his technicians showing up to my home. **** remained argumentative and un-phased by my concerns. **** came across as if this is just normal business for him and his technician. **** repeatedly said his technician was only a few minutes late. The technician arrived at 7:41 AM while I'm on the phone with ****. As soon as I end the call with ***** **** calls his technician and obviously tells him I'm upset with his tardiness. Before ending call with **** I asked what is the procedure for his technicians reporting on time to a customer's address no matter the distance, no matter where technician lives and has to travel to or from etc. **** said the technician comes to office at 7AM, cleans out van, gets needed supplies, equipment and heads to assignment. I'm continuing to repeat that no matter what technician has to do once arriving at office, it shouldn't take that long to get supplies and be at appointment at scheduled time. **** remained defensive of his technician and repeatedly said if your that upset because the guy is just a few minutes late then you should cancel the appointment. It is so sad, to me ,the treatment I received from this owner but as a senior citizen and a retiree I am amazed at how work standards have dropped but more importantly how owners are accepting and have become a part of the dysfunction of their employees and company standards. Thank you BBB.