DESIGN AIR HEATING & SHEET MTL

In the past year, on two separate occasions,our heating system failed to come on.  When Design Air was called to provide maintenance for their system, they could not manage an appointment for over a week, despite the fact that we were experiencing near freezing temperatures.  On the most recent incident, I explained that my husband was just coming out of the hospital with an acute case of pneumonia, but the receptionist was clear that they had no system in place for an emergency and had no suggestions about what I could do in the meantime.  I called another heating company in the area  and they were able to come out the following morning.  
 To be fair, the heating system that was originally installed has served us well for several years.   It was not until something started to go wrong with the system that I became aware of their inadequate servicing policy. Despite their claim that Design Air provides maintenance , they clearly do jnot have the staff to cover emergencies as  do most plumbing and heating companies.  In addition, despite that we have been long term customers, they seemed quite unsympathetic to our plight.  I certainly would not recommend this company to others in the greater Eureka, Ca. area.

The gutters estimate was spot on.  The gutter installation was on the date originally scheduled. 

The downspouts is an entirely different story.  They were not in on the installation date.  I never received an estimate for them.  The man who installed the downspouts called me from in front of my house to tell me they were going to install them then.

Additionally, I had specified to replace only the parts that needed to be replaced, as I had checked the four over and found there were still some useable (in my opinion) parts.  I told that to the installer that day, as well, as to leave the old downspouts for me to dispose of.  All four downspouts were completely replaced, and the old ones disposed of.

The bill came in the mail.  Although it clearly states across the top in black print that the interest will be added for accounts over 30 days, a larger print brightly colored rubber stamp in the lower right gave the terms as Net 10.  The only date on the invoice was date of order; no mention anywhere of the dates of work, as this was done on two different days.  

After the bill was paid, a pounding was heard through my house.  That pounding was the echoing of water dripping into the downspouts.  It echoes loud enough that it wakes me up when I am sleeping.  I called and left a message at the business over a week ago asking that they fix this problem, and to date have had no return phone call. 

The D's in price and professionalism could have been avoided by estimates and day ahead phone calls, and return phone calls when informed of the problems.  The communications, follow up, and customer care aspects of this business really needs some work.