I am a Military Contractor. I was stationed in Afghanistan and evacuated in August of this year. Last year the furnace went out in my house in the middle of winter. My good friend that is looking out for the house and property was able to get the local HeatSource Mechanical office to send out a technician and get the problem fixed within 24 hours. I was extremely grateful and hopeful that we had found a HVAC service that was reliable and trustworthy.
When I returned home in August I stopped by the local HeatSource Mechanical office to set up an appointment for service and wound up joining the Comfort Club so that I would not have to worry about having any hassle getting a technician to come out.
After scheduling a technician to come out and pre-paying for two years of the Comfort Club, we were set. The day the technician was due to come out, we had our first real snow and the HeatSource office called and asked to reschedule our service because they had so many emergency calls for people that had no heat. We had heat, and it was just a service call, so we agreed to a further out date of October 8th. The technician never showed up. I waited all day and called them at 4:45 pm to inquire if the technician was just running late, because we had gotten the text message that the technician was going to be coming out. The office said that they called the numbers on file to determine if someone was at home and could not reach anyone so they did not come out. Since I am actually the home owner but will deploy to Africa in the near future, we had given them my roommates number and my good friends number (see reference above). She apologized and said they would send the technician out the following Monday the 11th of October. She also said they would have to add $100.00 to the service call because I have a diesel fed furnace and not a gas furnace. (I live in the country)
The technician came out in the afternoon, did the service and said he found a part that was showing wear, and that they would have to order it after they have found a supplier. I said great, please get it done, I would like to know that everything is good before deploying.
It was a fairly mild day with highs in the upper 40's to 50's. I was busy getting ready to come to Fort Leonard Wood for Training before deploying and would need to catch a flight at the Anchorage Airport at 4am. I noticed about 6pm that the house was loosing heat. I checked the thermostat and it was still set appropriately. I fiddled with the thermostat a little and nothing happened. I then took the air filter cover off of the furnace and could not see any obvious reasons that the furnace was not kicking on. I then called HeatSource and the answering service contacted a technician in the field. When the technician in the field called, I told him another technician had been out earlier and done a Service Call on the furnace. The technician asked me to check connections which I did. Nothing seemed to be amiss. He then said he would be able to come out when he was done with the service call he was on. I said that was great, because I had no idea what I was looking at. He then said if it was not the previous technicians actions that caused the furnace not to come on, that I would have to pay for a service call. I agreed. About two hours later the field technician called me back and said that he was finished up, but that he had reviewed the other service call on my furnace from earlier and that a part would need to be ordered. I told him that I was fully aware that a part was going to be ordered but it did not have anything to do with the furnace now. That the part was going to be needed to be replaced at a later date and that I had already spoken with the technician and the office to please get started on this process. The field technician then proceeded to tell me AGAIN that he would have to charge me a Service Call Charge for AFTER HOURS WORK if the problem was not related to the prior Service Call, and it would be better if I just had the original technician come out in the morning.
WTF! We have no heat, I have paid almost $1000.00 to this business to make sure there are no problems, and now I am getting attitude from someone who just doesn't want to drive out, because they don't think it is their responsibility. I nicely explained to him that I work for the government and military, and I have to be on a plane at 4am and I need him to come and either fix the issue or start letting me know what I need to do to fix the issue.
He showed up, looked at it, and pushed a switch. The furnace came on. He then told me he would not have to charge me for a Service Call. I thanked him, and he left.
I told myself I was not going to put in a bad review if they contacted me with the part that is needed, how much, when they could get it, and when it could be installed. So far that has been 3 WEEKS and not a peep.
If I had not already sunk $1000.00 into this endeavor, I would definitely go with someone that actually cares about their customers.