This company was one of two recommended by my condo association. I was initially quite pleased with them, mostly due to Paul their engineer who was professional and courteous. However, after I had purchased my AC with them in 2008 and started doing my yearly checkup with them, I became less and less impress by them, mostly due to one of their office staff (Holly) and some of their technicians.\r
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In previous years, I had technicians show up and I was uncomfortable with them. Even though they wear uniforms with their name on it, I'm a woman and before I want to let someone in my home, I expect them to introduce themselves. It's not too much to ask for ""hi, I'm Bill from Courtney's Heating and Cooling and I'm here for your AC tune up"" (for example). St. Louis is not a big city, but this day and age, I don't know you and anyone can grab some tools and pretend to be a worker.\r
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This year, I called for my tune up and I was given a appointment two weeks later. Not only that, my appointment time was between 8-12. I am a nurse and I worked last night, so I ended up skipping sleep to wait for them. They typically gives you a call before sending the technician over (not for the customer's benefit, but to make sure you are home so that the technician won't have to come out there and have no one at the house). I have choppy cell phone reception, so when they called, it went right to the voicemail. Unfortunately when I called them back, I talked to Holly. Instead of telling me that they will go ahead and send the technician my way when they are available, she was argumentative and rude. She basically told me that it was my fault that I didn't pick up my phone so they had sent the technician elsewhere without offering me anything. When I asked to speak to the manager, she pretended like she didn't hear my request and continues to cut me off to tell me that's how that's their protocol and how they do business. It got to the point where I basically had to say ""I've waited 3 hours, please just make sure the technician can get to my place and I don't really want to talk to her any more. I called back a few minutes later (luckily I got someone else) and asked to speak to their owner, but was told that he is not available. It wasn't until I called back a third time (and got a different person) before someone actually listened to the customer's complaint and apologized for Holly and assured me that they will be sending a technician my way as soon as possible.\r
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Maybe I have high standards, but one shouldn't have to settle for crappy services.
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