HMS Heating & AC Inc

"Home Maintenance Service Heating and A/C strives for 100% customer satisfaction. We are sorry that this member was unhappy with her appointment, but we did out best. To better respond to her report, we have listed the comments out with numbers. 1. She called on the first extremely hot day of the year. We had more than twice as many 'No A/C' calls as appointment slots we typically book. We rescheduled every non-emergency call we had. We handled calls as quickly as we could, but were not in a position to provide specific arrival times. We promised to call each customer without A/C when we were on our way. 2. We have no record of her requesting a call by PM. However, Rick did call her back within 15 minutes of being paged by the answering service, despite the fact that the office was closed. 3 & 6. We provide help to customers over the phone whenever possible. It saves us from having to make service calls on our busiest days. HOWEVER: We can only provide phone assistance for those customers for whom we have previously done work. Otherwise, we have no idea what type of equipment is present, where to look for switches, panels, filters, etc. 4. She was apprised of our $69 diagnostic + flat rate repair pricing system before we began work. The $40 charge covered resetting the breaker, taking an amp draw reading, disassembling the unit to check for broken / shorted wires which would trip the breaker again, and checking the Freon level. 5. This was a miscommunication. 7&8. She called us indicating that her unit was not working. Had she indicated she wanted routine maintenance, the price would have been different. As it is, we ended up cleaning the unit and checking the Freon at no charge to her. The member wrote: 1. My air conditioner wasn't working and I will be expecting an elder person in my home. I called their office and, the person I spoke said I would need to wait all day. 2. I said I have to go to work and I would need to hear from them by PM. I didn't hear from them. After I got off work I called again, and the answering service said they closed at PM. I wasn't aware of this. The service took my information and I said it was an emergency. 3. He called back and I explained my problem. I let him know I may be using the thermostat incorrectly or something may be wrong with the air conditioner. 4. He comes to my house and looks at the air conditioner, and checks fuse box. He says this is the problem, the fuse box needs to be reset. When he was coming up the steps I asked what it would cost. He said $40 plus the diagnostic of $69. I got very upset. I asked was he was really charging $40 just to flip a switch. I believe this is ridiculous. 5. I asked do you treat all your customers like this. He says no, many customers ask for me. I ask him for the owner and he says he is not the owner, but when he gives me his card, it says he is the owner. 6. He then lets me know he has helped customers over the phone. I asked why didn't he do this with me. I feel like he was taking advantage of me. He says he wasn't thinking. 7. He lets me know the air conditioner is low on free on. He puts in free in the air conditioner. I ask if he can take a look at the other air conditioner. We had a big disagreement. I had to call my fiancé to talk to him about the price. I am tired of being taken advantage of. 8. When he is leaving he lets me know of another service which would have been more helpful to my needs."