When our furnace stopped working during sub-zero weather, we called Four Seasons. They sent someone out immediately, and the tech politely told us that we probably needed a new furnace. He consulted with his supervisor, who concurred. He removed what he called a "hard to replace" part, and we set up the installation appointment.
Luckily, when we described the issue to a friend in HVAC, he told us that it sounded like the igniter. He told us where to get one. My husband installed it himself in less than half an hour, and it cost $30--turns out it was one of the most common models on the market.
We called Four Seasons to ask them to return the part--they refused.
I posted this experience to Yelp, and immediately I received two emails from Four Seasons, expressing regret and askiing for details about the tech so that they could hold someone accountable. I explained that I did not have an issue with the tech--he was only doing his job--but that the supervisor and the management, who refused to return the part, were also at fault. I felt pressured to name the tech who would take the fall for carrying out what is clearly company policy.
Right after that, my review was flagged and removed from Yelp, because it was not a first-person experience (huh?) and it wasn't recent enough--although it was no older than other reviews on the site. Is it possible that Four Seasons had something to do with that? Hmmm....
So, Four Seasons: if you are, as you say, a company that puts customers first and believes in honesty, why did my review bother you so much? Combing through reviews others have posted on other sites, it seems we were not alone in receiving a high pressure sales pitch for a hugely expensive item when, in fact, a cheap repair was called for.
Oh, and we're still waiting for that rare igniter...you can drop it off any time.
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