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Family Owned & Operated, Grove Heating and Cooling, Inc. specializes in designing, engineering and installing complete comfort systems for homeowners and commercial property owners. Gary, his sons and a team of trained professionals bring over 50 years of experience in the HVAC industry, offering unmatched quality, exceptional customer service and family-like treatment to all our customers.
With over 15 years of professional HVAC experience, we are here to address all your heating and cooling needs you may have. We do both residential and commercial. Ask us about our senior and military discounts.
We are a small business who has received the Super Service award every year beginning in 2013. With that you will receive excellent customer service from a dependable and knowledgeable master technician. We pride ourselves in honesty and reliability. For customers who want a company that is trustworthy, knowledgeable and stand behind their work this is the one for you. As of right now we have a special offer for preseason inspections at $79.95 (additional charge for additional systems). Additional Email - email@example.com.
This company was recommended through my home warranty company. I contacted them on 6/1/2011 to fix my AC, and they told me they couldn't come until June 10th. On June 9th I called them to tell them that our hose on our AC was broken, so they should bring an extra one with them. Someone came out on June 10th & verified that the hose was indeed broken, and advised us that they would need to call the home warranty service for advice on whether the repair was authorized. They did not bring a hose with them. They told us that they would call us back on 6/13. We waited until 6/20 and no one called us. I called them on 6/20 and they stated that they had "just been about to call." They made an appointment for Friday 6/24. My husband took time off work and waited all afternoon. They did not show. When I called to ask them where they were, they stated that they were going to have to come out on Sunday.
Description of Work
Diagnosed problem with AC - hose to outside broken and leaking into our house.
Category heating & air conditioning/hvac
Service Provider ResponseSince there's no way to respond to the complaint posted by this customer AND tell the entire story about this service call without sounding defensive I've decided to go ahead and offer an explanation for every complaint individually. First off, we were assigned the call from your warranty company, so we were actually working for them, not you. This is important for you to understand because the warranty company was our customer and THEY decide what gets done and what doesn't. We gave you an appointment for the 10th and you called your warranty company so they could find you another contractor with an earlier appointment. They COULD NOT find a contractor to service you any sooner than the appointment we gave you. We actually gave you an after hours appointment so that you wouldn't have to wait longer. You called and told our dispatcher that a "hose" was broken which means absolutely nothing to us because there are no hoses on your system. And even if you had correctly identified the failed part on your system we still wouldn't have been able to fix anything without authorization from your warranty company because they call the shots. Your work order specifically stated that no work is to be performed without contacting the warranty company for authorization first. Our tech diagnosed your system and identified two separate issues with your system, we attempted to contact your warranty company for authorization that day and were unsuccessful. The 10th being a Friday and you having an after-hours appointment meant that your claim wasn't filed until Monday the 13th. Your claim was not approved until later in the week and when we did receive authorization we made several attempts to contact you. After you called us back we gave you the next available appointment which was the 24th, again with us making concessions by offering you an after-hours appointment so that you wouldn't have to wait AND so that your husband wouldn't need to take off. That's right, your husband requested and after-hours appointment so that he wouldn't have to take off work and we obliged. So the "husband missing work" statement is completely false. Also, we called BEFORE your appointment time to inform you that we weren't going to be able to make it on the 24th and offered to come out on Sunday, which is something that we almost never do. We arrived on Sunday the 26th and repaired your unit without any problems.
Heating and Air Conditioning service and installation, Water Heater service and installation. Commercial and Residential. We service/install boilers, chillers, frequency drives, air handlers, heatpumps, gas/oil furnaces, a/c, gas/electric water heaters and new/existing gas piping.
We do not offer plumbing services with the exception of water heater service/installation and gas piping.