HomeOwner
Rating: 4 out of 5
Left in the Cold...
*** UPDATE, Janaury 26, 2018 ***
The Spring Home Heating and Cooling Assistant Manager, Sam, called me after seeing the review (below) and said he wanted to help understand what happened and hopefully improve any shortcomings.
He also offered to refund the original $100 charge that I wasn't happy with and proceeded to do so. I must admit for a company to take this step is very gratifying and definitely shows that they ARE interested in helping customers and showing they are dedicated to customer service.
I would therefore consider recommending this company again, as they have shown that they are human, and willing to do whatever it takes to make it right. I appreciate that.
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The Spring Home Heating and Cooling Service technician came on Friday, December 22, 2017 when our furnace was not working properly.
It would come on for 5-12 seconds and then cut out.
The technician could NOT solve the problem and said it was either the Gas Valve or the Controller Board – two major components. Which could cost hundreds of dollars to install.
He checked and said that the Gas valve would not be in stock until January 10-12, 2018, approximately 3 weeks later – during one of the coldest spells of the year. The technician left the furnace open and inoperable, leaving us to freeze in our home.
That night, while trying to stay warm, my wife and I talked about it and thought that it makes no sense in putting hundreds of dollars into an old, cheap (builders model) furnace, and decided that we would buy a new, updated furnace. After all this furnace was over 11 years old.
My wife then said, since we are getting a new furnace, perhaps I could put our old furnace together again (remember the technician left it off and not working), so at least we would continue to get 5-12 second bursts of warm air, every couple of minutes.
Since we were getting a new furnace we didn’t care if the old one “conked” out after recyling on and off over and over. At least his “band-aid” effort allowed us some comfort. A warm burst of air every couple of minutes.
The day after the technician left, I contacted four Heating/furnace companies and they immediately came over on Saturday. And in a couple of days, we had a brand new, furnace.
Since Spring Home Heating and Cooling Service could not diagnose the problem correctly, and left us high and dry and extremely COLD, we would never call Spring Home Heating and Cooling Service again – for service or to purchase any product.
And I would recommend to other people to do the same.
Answer from pro:
Hello Brett. Thank you for taking the time to explain the events of the service visit to me. After thoroughly understanding all accounts, I do believe there was a miscommunication between my service technician, service coordinator, and you the customer. We value every customer's honest review and will always do our best to prevent repeating any shortfalls. Again, thank you for giving us a second chance to satisfy your HVAC needs.
Reply created 8 Feb 2018