Coastal Florida Heat Air And Appliance
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4 months ago
Mr. Sparks Review
Yodle lets you rate a company but does not have an option for the company to respod to the review. So I am posting this in response to Mr. Sparks review. The original diagnosis was to replace the condenser. Mr. Sparks home warranty company sent a condenser and by mistake a cased evaporator coil. Our agreement with the home warranty company requires our company to notify them if we receive items in error and to return them or they bill our company for their mistake. We informed the home warranty company that they sent a cased evaporator coil in error and we requested a return merchandise authorization to return the coil. Mr. Sparks did not need the coil for his system to work properly. He knew that, since we repaired his system and it was working. He called his warranty company and requested a cash buy out on the coil he knew he didn't need. When they figured out they sent a coil that was never requested for Mr. Sparks, they refused to give him a cash buy out. Mr. Sparks called and complained about this with his warranty company. They finally agreed to just install the coil to make this work order go away. However neither the warranty company or Mr. Sparks were willing to pay for the labor to install the coil. This caused this work order to drag out for three weeks. Our company never missed an appointment with Mr. Sparks. His warranty company called him and told him he had an appointment that we never scheduled and we were not aware of. Mr. Sparks missed his appointment with us when he was in Mobile at 4pm at the time of his appointment. He never went without air conditioning for 3 weeks as he stated. His system was operating properly during this entire period. The bottom line is Mr. Sparks tried to get cash out of his warranty company, he didn't get what he wanted and everything went down hill from there. We replaced the coil and his system still works the same as it did before we replaced the old coil with the new coil. We deal with over 4,000 home warranty customers a year. They all want new systems or a cash buy out to go toward a new system. Our job is to repair the system or replace the system if it cannot be repaired. The home warranty company always makes the decision on which way to go, NOT OUR Company.
6 months ago
Poor Communication & General Mgmnt
Interestingly, the General Mgr is David Ross, and the only high review here also has last name or Ross, hmmm. Maria, the receptionist/dispatcher is the only person there with any sort of customer service skills! This company was chosen by my home warranty provider, and they completed half the job. Poor communication and 2 no-shows on scheduled service calls left the other half outstanding for weeks in the middle of August in Florida in 95+ degree heat!!! I called the GM after the 2nd No-show and he never once offered an apology for lack of communication, his personal error in telling me wrong date they had scheduled the service on initial no-show and then failing to contact me to cancel 2nd scheduled service call resulting in 2nd no-show! Finally, he said they would not finish the job unless pre-payment is made on remaining alleged, "uncovered charges" which have not been itemized to me to compare with my policy limitations. He said HW company should have done that, but they've not indicated to me any services other than the initial $75 service fee (which has already been paid) are non-covered. How this guy got to be a GM of ANY company is beyond me and needs serious training in customer service & service recovery... I am prepared to amend or even retract my rating if he does the right thing in my case.
11 months ago
Excellent customer service
Friendly, professional and courteous. Gave me a loaner for my refrigerator when my warranty company took 3 weeks to get my part and didn't even charge me for it. Don't know any other company that would do that! Anybody that would complain about this company is out of their mind. Five stars!