Appointment Cancelled without notice
On July 2, I scheduled an appointment with this company as a property manager because one of my tenants was having issues with the AC. I explained that I needed a quote, an estimate of the issue, and pricing. I spoke with Chris to confirm the cost of the visit, then called the next day and spoke with Sarah to confirm the appointment, first for Friday and then for Monday, July 6.
I had to call them again to get details about the visit, only to find out that they had cancelled the appointment without informing me. I first spoke with Sarah, who transferred me to Gary. Gary questioned why I wanted another company to inspect the issue since I had already contacted two others, and then tried to sell me a more expensive service. He then gave multiple excuses, saying they needed card information and then that they needed to speak with the owner. Eventually, he hung up on me.
I do not understand the issue, especially since we were still willing to pay for their visit. As a property manager, I have worked with many service companies, and I do not recommend this one. They lack communication, professionalism, and commitment. If they cannot honor an appointment or communicate properly, what does that say about their work ethic?
I clearly explained the issue and what I needed. Instead, they made excuses, wasted my time, and were dishonest about the appointment. Work with them at your own risk. My property management company and our properties will be going elsewhere.
Réponse de More Heat More Cool
We are disappointed to read this review because, unfortunately, it does not accurately reflect what occurred.
At More Heat More Cool, we have clear policies in place to protect both our customers and our company. When providing service at a rental property or for someone other than the homeowner, we require authorization from the property owner or an approved payment method before dispatching a technician. This policy is applied consistently to every customer.
In this situation, we were unable to verify who the property owner was, and we were contacted by multiple individuals, including someone outside of the United States, none of whom could provide ownership information or authorize payment for the work. Because we could not establish a responsible party for the service, we respectfully declined the appointment.
We also understood that several HVAC companies had already evaluated the system and that there were concerns about conflicting diagnoses. Rather than guessing or offering another opinion without proper authorization, we recommended a comprehensive system evaluation so an informed decision could be made once the necessary authorization was in place.
We never made excuses, nor were we unwilling to help. We simply followed the same business policies that protect every customer we serve.
It is unfortunate that this experience resulted in a one-star review despite us never performing any work at the property. We take great pride in the reputation we've built through honest communication, professionalism, and quality service. Our hundreds of satisfied customers throughout the Dayton and Cincinnati area are a reflection of those values.
If the property owner would like to contact us directly, verify ownership, and authorize service, we would be happy to discuss the situation and see if we can assist.
