After having been a customer for nearly 20 years, I am disgusted with how the owner Chris handles customer service and operates their business. We pay for both shut down and startup servicing every year for our mist systems, both at home and commercial property Part of that service includes disconnecting the system from power in the winter along with the water so if someone accidentally turns it on when it gets hot it will not burn up the pump as it does not the water turned on.
Well, this year for whatever reason the power was still connected and an employee, on a hot day, assumed the system was operational and turned it on. Had the system been shut down fully, this would have caused no issue, however with the system still connected to power, it burned out the pump. Upon bringing this to Mist Air's attention was given 3 options. $1000 to repair, $2200 to replace, or $2500 to replace with proprietary "better" solution. They did offer to put in a temp system for our busiest weekend and offered at no charge once I began discussing the price for a new system, that I did not have a need for prior to this issue. I proposed to the owner Chris that the issue was most likely the incorrect shutdown, that he denied, and simply asked him to consider that the possibility exists that his people might have missed that one thing in the winter.
I simply asked him to consider all this when putting together the invoice for the new system. So...I get the invoice. Now it is $2800 ($300 more than quoted), its got a $170 charge for the loaner (which they said they would do for free) and $144.50 for startup service, which we've already paid. then a credit of $560. so overcharge of $614.50 offset by a $560 discount. REALLY? totally screwing us over for their mistake. I asked to clarify this and got no response from the owner. Cancelled service and both contracts.
I'd give Negative 5 stars if possible. how you treat any customer this way, let alone one you've had for 20 years. read more