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Businiess name:
R & R Heating & Air Cond
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Review by:
citysearch c.
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Review content:
I've had R&R out to modify my system and do some maintenance and they are knowledgeable and do good work. That said, I just called because my furnace wasn't working. I was told that they couldn't get someone out here for 4 days. I pointed out that it was the winter and I had no heat. Well, I could call after 5 and the after hours people would come out to figure things out. Somehow, it seems to me that when you have a customer who is without heat in the winter, you schedule that customer for service even if that means you give your after hours technician a scheduled job for when they get into work.
RESPONSE FROM R&R Heating & Air Conditioning:
Jeff, thank you for your comments and for choosing R&R. You're very important to us and your feedback is much appreciated.
We apologize for not being able to schedule a technician sooner than we could at the time you called. The demand this season has been overwhelming and we're doing everything we can to take care of as many people as possible. This year we've bulked up our staff considerably, adding several experienced, certified techs who meet our very high standards for expertise. Even with the added capacity, it's not uncommon during peak periods for our techs to work 10-12 hour days and through the weekends trying to get to everyone who needs us.
Of course, this comes as little consolation to you when your heating system is down, temperatures are dropping fast, and you're told it will be 4 days. No-heat calls such as yours always take priority over preventive maintenance or non-emergency issues, and we schedule them on a first-come, first served basis. Unfortunately, the sheer volume of calls we've been getting can sometimes prevent us from being able to schedule folks as soon as we'd like. Now, once we have you on the schedule, we can often move you up to get to you sooner than promised as cancellations come in. Additionally, priority scheduling is included as a benefit for customers in our Comfort Club we'd be happy to tell you more about that you're interested.
Again, we're very sorry we couldnt schedule a technician to service your system sooner. Trust us when we say we wish we could have, and hope you understand. We hope you continue to think of R&R for your heating & cooling needs, and we look forward to being there for you next time you need us.
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