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ComplaintsforOne Hour Heating & Air Conditioning #38
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Complaint Details
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Initial Complaint
06/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been paying the company $10 per month for 24/7 service for 3-4 years and now none of their phone numbers are answered. Leaving a message is not 24/7 service.Business response
06/12/2023
Hi there, and we apologize for the inconvenience, and look forward to our upcoming appointment.
When someone calls in after hours, and the office is closed, the message should have prompted someone to either press 1 to be speak to a representative, and press 2, if it is not an emergency, and leave a voicemail. We will take a look at the phones and make sure everything is working correctly.
If you have any questions, please do not hesitate to reach out.
Sincerely
*******************
Customer response
06/16/2023
Complaint: 20173064
I am rejecting this response because: *********** did not live up to their claims, or the service plan I had paid them for over many years. Their phone system did not work correctly, and even once they discovered the emergency situation, they still insisted I wait for an indeterminate time for their service and pay for the service appointment. Upon my insistence they agreed to waive the service fee, however one of their competitors who answered their phones last Sunday afternoon took my situation seriously, understood my work schedule and solved my problem Monday evening without excessive charges or complaint.
Sincerely,
*******************************Business response
06/20/2023
Not sure how to proceed with this claim, as there are no suggestions to a resolution.
The office was open on Sunday from 8:00AM - 4:00PM, and we had someone answering the phones. I cannot explain what happened with the phones, and why they went to voicemail, but have reached out to our phone provider to make sure everything is in order.
On Monday morning, when we noticed a missed call from ****************************; and tried to schedule a service call for Monday, but at the clients request, we scheduled a service appointment for Wednesday. Later on Monday, the client called back to cancel the service call for Wednesday without any explanation. As the client noted, we did agree to waive the service fee because there was something not working correctly with the phones.
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Contact Information
3540 Swenson Ave
St Charles, IL 60174-3448
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.