Business ProfileforOn Point Heating and Air

Unfortunately, I cannot recommend this company. Long story short. On Point **** was dispatched by my home warranty company to address an ** problem. On the fourth day of 100-degree weather without **, a technician arrived and inspected the system. The tech said there was no power to the **** system making the issue an electrical problem, not an ** problem; then instructed me to file a new claim for an electrical repair, which I did. An electrician then inspected the issue and said there was full power to the ** system and that I would need to call the home warranty company back and get the ** tech back out. I asked On Point to send out a different tech, but they insisted the original tech was the only one available. This time, the tech changed out the thermostat and the system was miraculously back in operation. In the meantime, the techs original mis-diagnosis had cost me additional time without ** plus an unnecessary $215 expense for an electrician.I contacted On Point the next day to see if they would be willing to work with me to offset the unnecessary electrical expense. Its now been about two weeks and texts and phone messages have all been ignored. In my opinion, it says a lot about a persons character when they acknowledge their mistakes and do the right thing to make amends. It says even more about a persons lack of character when given an opportunity to do the right thing, they refuse to even acknowledge the customers existence. I highly suggest that you not waste you time with a company that endorses a flawed moral and ethical code of conduct. Im giving this company a rating of 1 because they did eventually fix the problem. They have, however, lost the opportunity to fix my low opinion of their conduct because of their disregard for the consequences to the customer for their misdiagnosis and unprofessional behavior.

Good ************************,Thank you for sharing your experience with us. We are deeply sorry that you were not satisfied with our services and hope to make it better next time around. After reviewing your file, I see that we have pictures and video showing there was no power to your HVAC, and we do believe the diagnosis is correct, but in any case we apologize for any inconveniences. We definitely do not want our customers to be left in the heat and always try to make the process as simple and quick as possible. However, we did have to advise you to submit a new claim with your home warranty for the electrician due to the lack of power to the system. In the event an electrician outside of your warranty is called, we are not liable for those out of pocket expenses. We do appreciate that you are transparent with your review in that we still were able to come out and ultimately resolve the issue. Nonetheless, we are so sorry you felt unacknowledged as a customer. Our intentions are to provide exceptional service for each and every customer, and we hope that you give us another chance in the future.