I made an appt. with Cooper to come look at my furnace that another hvac contractor got working but said it needed servicing before using safely in my new home. I decided to call a Lennox dealer specifically and that led me to Cooper. About 2 hours before my appt. they called me while I am at work to ask if they could come earlier. I explained that while it did not matter to me I had to have the city water turned on in order to start the furnace water heat combo and it would not be completed by their requested time so I would like to stay with my scheduled appt. They called back during my appt. window and told me that because it was going to get to freezing tonight they had other critical customers without heat and they would need to reschedule my appt. for another day. Needless to say I was not happy, and I expressed to the person on the phone that I didn't care about other customers who were without heat as I was without it as well. I could tell the woman on the phone was not well versed in handling difficult customer situations, so I did my best not to take it out on her. I told them not to worry about it and called another Lennox Heating & Air and they were more than happy to send out a technician right away this afternoon. I can't speak to Cooper's technical service, but my experience with their customer service was very poor. I realize I am a small fish to them but I am well aware I have an old and outdated unit. I just bought this home and I need to get it going for the next couple of months and then I will be purchasing a new furnace and water heater this fall. Not from Cooper though!
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