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Complaint Details
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Initial Complaint
07/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On July 6, 2021, PROS Heating and Air came to my house to service my HVAC. At that time, I purchased an annual service contract for $175.00. I was told by the technician that the company would be in touch concerning servicing your unit in the winter. I was never called nor received an email to set up this service. I called the company and continued to receive a message that the voice mail was full. In June 2022, I received an email to renew the contract. I replied asking for more information since the original contract was never upheld. I sent a work order at the beginning of July to try to get a hold of someone. I also continued to call, finally leaving a voice mail on July 5, 2022. I still have yet to hear back from the company. At this point, I would just like to be refunded for the service that I was never able to schedule.
Business response
07/25/2022
Business Response /* (1000, 5, 2022/07/08) */ Good Afternoon. I sincerely apologize that it took this to get a response from our office. There is no excuse for the lack of communication on our part. The last year our business has had a lot of issues with retaining reliable employees, not only in the office but in the field. I have been the only technician for the last year and my wife has been our only office person. The last few weeks we have been closed due to both of us having Covid. We just got back to work this week and have a bunch of people to contact. I really appreciate you bringing all of this to my attention so it can be rectified. Our office is supposed to call you for scheduling and we do send out emails reminding everyone to call us as well. I am sorry you never got a call from us but we always honor the Service Contract and can change the dates based off of when your first visit was. The email you received about renewal is an automated email system that sends you reminders when your contract is about to expire but again the office can change those dates and set that right in our system to start whenever we come out for your first visit. I would like to make it right and we are 100% satisfaction guarantee. I would like the opportunity to still take care of you and your home but I do understand if you do not want the contract with us. Either way, I will send you a full refund for your contract whether you decide to stay with us or not. I will have my wife give you a call and follow up with you as well. Again, we sincerely apologize for the lack of communication. Please let us know if there is anything else we can do to make it up to you. Thank you for your time. Wesley G**** - Owner
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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.