Kelly's Heating & Air Conditioning

12/13/18: Billy called at 5am and another member of my family answered the phone. I realize 5am is most likely not his normal business hours. He was extremely apologetic for not getting back to us the day before. He did a good job fixing our furnace. I was told later on in the morning that Billy had come and was very sorry for what happened. I informed my relative that he just rewarded "bad" behavior. Each one of you can decide what you would have done and whether you would have allowed Billy into your home to do the needed work. I was on Angie's List looking for a plumber who would fix our furnace. As one part of our furnace has repeatedly broken throughout the 20 year ownership I wrote down the possible culprit. No sooner had I completed this information I got a call before 3pm from Billy. He said that furnaces over 20 years were sometimes difficult to get the needed parts. He advised for our safety that we should consider getting a new furnace. I was frank with him and said: "It looks like you are trying to sell me a furnace." He vehemently stated that this wasn't the case but reiterated the fact that I may need to get one and that he wanted me to be aware of this. Billy asked several questions, some I could not readily answer. I asked him to call a relative. he did and within minutes I was informed that there would be someone coming within an hour and a half to give us an estimate. We called again and were reassured that they were coming. However, we called over four times and were switched over to an answering machine. I made a call after 9pm and asked the person if someone was, in fact, coming. His comment was something on the order of "no one arrived?" I wanted to know if someone was coming. He reassured me that someone would come. I told him that if they didn't come, that I would give them a bad review. He then said "No, it is my word; I keep my word and when I say that I am going to do something I do it." He then said: Angie's List would take their side. I said: I realize it is a cold night and people call when they do not have heat. What I don't understand is why we had to make repeated phone calls on whether or not they were coming. Since I got a call from Billy, the same Billy that had informed me he was in the business for years, it is curious that he was clueless as to the time constraints placed on his staff/colleagues. Did he in fact make numerous phone calls subsequent to our conversation and then serviced his customers in a haphazard manner and didn't consider when HE called each customer or at what time his customers called him. If he has someone taking phone calls, why did we have to repeatedly call them for seven hours with the majority of calls going to the answering machine? The person who was "working" the phone was, undoubtedly, under stress but he was surly and did not have the expertise to talk politely to a customer who waited for over six hours to finally get someone to apprise them of what was going on. This same employee did not give us a time span as to when they would service our furnace but said they were coming even though he was "amazed" that no one had already come. At 10:25 pm I guessed since I told him I was not in a position to get a new furnace, I went to the "we'll get to them whenever list". With their avoidance, this put us in an impossible position since we accepted service from them (thus, not keeping their word) in letting us know early on that they could not get to us and, therefore, prevented us from calling another service company. The employee that could not understand when I said I keep my word because this is their normal operating procedure - lie, like, and delay to the point the customer could not readily call a competitor. I guess many customers simply reward bad behavior. Having an abundance of customers (because of a heavy call volume) is not an excuse. Don't call potential customers when you already have a list of customers to service, or don't add customers to an already full day of work. WHEN YOU CALL SOMEONE GET BACK TO THEM WHEN THE CUSTOMER SIMPLY WANTS TO KNOW WHEN YOU WILL ARRIVE. KEEP YOUR WORD!!!!!!! At 11pm and no one had the decency to get back to us, and no one showed up. If this is the "best". Billy's apology to my relative was sincere but as I told his surly employee, I keep MY word and thus I am spending an inordinate amount rehashing what shameful business practice occurred.