Northwest Heating & Cooling

"Wow... this is so far from actual fact that it is ridiculous. The water main was old and was leaking when our installers arrived, our office received a call that day to tell us. The City water guy even told our installer that it appeared to be leaking for some time. The door did get broke by a new helper, it was covered and resting against a wall in the area he was working to install her ductwork. He had leaned into the wall for leverage and did not realize the door was behind there. We took it to a door place but their hours are inconsistent and we wanted to pick it up when on the way to her home so it does not get broken in our shop. On July 10th our technician called to confirm his arrival, when he arrived at her house she yelled "NO! Whatever it is I m not interested!" Our technician tried to get her back to the door but she would not answer. She later called and we explained that we had been there but she did not have us back... On October 23rd we were back to service her furnace with no issues. It is absolutely absurd that she is stating that any of our staff, especially installers would "demand" or "Strong arm" her into making a payment. They hand her the final paperwork and go over the maintenance plan as well as how to use the thermostat at most. Most homeowners will send a check back with the installer but NEVER pressured to do so. As far as the electrical situation... our notes in her file show that we told her up front that she would need to update her electrical panel, so this was not a surprise to her."

"The Member is way off base with her complaint and time frames. It is unfortunate that at times we are at the mercy of our wholesellers for getting parts but that is just the way it is and we have to accept it. The part she needed was a special order and was coming from the factory and would take a couple weeks to arrive unless it was sent priority shipping. Even with Priority Shipping it is up to the manufacturer to have it in stock. When we order these parts we do not know if they are on back order or not. We were told by our wholeseller it would be in sometime Monday evening so we scheduled for Tuesday afternoon. It is VERY busy right now and when we were not contacted by our wholeseller it slipped through the cracks, we were waiting on a call back with a tracking number. The Member did call both phone lines which were forwarded to our service mans cell as a on call (we were very busy that office staff were out running parts). Jon the service technician called her as soon as he left the call he was currently on. It was afterwards that the husband called. The part did show up Wednesday morning by UPS around 10:30 AM.but the Member told us she had someone else coming out and did not wish for us to come back. We now have a part that is very specific to her furnace and hopefully we can use some day. We understand that people do not like to be hot or cold, but people also need to realize that they need to be patient and understanding. The attitude that the world revolves around only them will get you absolutely nowhere. We are only human."