ComplaintsforWilliams Comfort Air

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We really needed our air duct cleaned due to having three dogs and my having allergies. I booked an appointment with Williams Comfort Air. They, unfortunately weren't able to get me on the schedule for about three weeks out, but we accepted and my husband took the day off from work to be home during the scheduled time. When I called, I gave them my husband's number, because I knew I would be working. I have a new job and can't take off as easily as he can. On the day of our cleaning, I texted my husband to see if they had come out yet. This was at 1:00 and our window of time was between 12 and noon. When he said no, I asked him to call them. I do not get reception in my building and am only able to text my husband through imessage. When he called, they informed him they called me (which I never got due to lack of reception). They did not have his number on file, though I know I gave them his number. Even though we were well within the window of our time, they had apparently sent their workers home early. The same workers who never actually showed up to see if we were even home. There was no stipulation that either one of us would have to accept a phone call first. The only stipulation was that we would be home, which my husband was. The day before our appointment, I even confirmed via email confirmation that we would be home. Williams Comfort Air hung up on my husband when he called, or "the call was dropped." He called back again. They did not offer anything helpful for us at all. No discount, despite my husband losing out on money due to taking the day off. No quick appointment. In fact, now they can't even get us on the schedule until December 30th, which is even longer of a wait than my initial concern. I am very frustrated with this company and will likely be choosing another company to work with. This is all so frustrating and disheartening.

  

  Business response

  11/17/2021

  Williams Comfort Air is a company base on trust and customer service. All our calls are recorded to help in training and coaching. in this instance, after listening to the recorded call, we confirmed all contact information on the account which was only the lady of the house. There was no mention of a spouse or even the terms "our" or "we" and no name or phone number was given for the husband. We would have no way of knowing we needed to contact him. Even though we were not at fault, we did offer a free dryer vent cleaning for the rescheduling and put a "move up" tag on the scheduled duct cleaning in case we have any cancelations. Thank you!

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