We have been having a record hot September and while being pregnant and extra hot our a/c broke on a Friday evening. I called r&r on Saturday and the answering lady was very nice/professional. However the on-call repair guy was a joke! He told me that I shunt be using the a/c because it's too cold out, that I should be opening my windows(this during our hazardous smoke advisory), and was very belittling. I'm not sure what his problem was...I had air-serve out early Monday and they diagnosed problem and fixed in 10 minutes...it was an insect in our unit! I spent the weekend with an 80 degree house and no sleep...will never use r&r again!
RESPONSE FROM R&R Heating & Air Conditioning:
Mary, we're sorry you felt the way you did. We take customer service very seriously, and work hard to earn the confidence and loyalty of all our customers. Although our reputation is strong and we have a long track record of positive reviews and referrals, once in a while for whatever reason we fall short of leaving a customer feeling satisfied. In your case, we obviously needed to do a better job with that, and for that we apologize.
We reviewed your service call with our technician. He recalled mentioning that your AC wouldn't kick in when the outside temperature was cooler in the morning, and said he was happy to come out and check it out, but you said you would call back and let him know. He never got that call from you. He had a few other calls that weekend and would have been more than happy to stop by and fix your system if he had been asked to. Our tech is confused why you felt he was belittling, and he wishes he could have had the opportunity to stop by and fix your system. It sounds like it was a simple issue, and we're confident we would have found it and had you up and running quickly if given the chance.
We hope you will give us another opportunity to show you why so many others in the Spokane & Coeur d'Alene area refer their friends and family to us for their heating & cooling needs. Please let us know next time you need us and we'll be happy to take care of you.
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