Extremely Disappointing Service -- Poor Communication, Questionable Pricing, and a Complete Lack of…read moreFollow-Through
I hired this company to address a water leak in my steam heating system. Initially, I believed the problem was with two steam vents that I had purchased myself but was unable to remove because they were seized.
The company charged me $450 to install two vents that I supplied, a job that took approximately one hour. Unfortunately, replacing the vents did not resolve the problem. We subsequently identified what appeared to be a clogged line beneath one of the vents.
I requested an estimate to repair the problem and was instead given a proposal to replace both lines for approximately $2,150. When I asked why both needed replacing when only one appeared to be clogged, the technician's explanation was simply that the other one could eventually clog.
I explained that I wasn't comfortable spending that amount of money unnecessarily and that, as the homeowner, I believed it was my prerogative to determine what work I wanted performed. I also indicated that I might seek another estimate. Later that evening, I spoke with the technician again and explained that I would like to move forward, but requested a revised estimate to replace only the clogged line. He assured me he would speak with the office and get back to me.
A week passed. Nothing.
What followed was an extraordinarily frustrating exercise in trying to communicate with this company. Their telephone system requires you to leave a message and wait for someone to return your call, with no indication of when that might happen. If you're unavailable when they call, the entire process starts over.
The only person with whom I was able to maintain any consistent communication was the manager of their answering service, primarily through text messages. Eventually, he provided a revised price of $1,850 to replace just the one clogged line.
This raised yet another concern. The original estimate was $2,150 to replace both lines. Removing what I understood to be approximately 60% of the proposed work resulted in a price reduction of only $300, or roughly 14%. I also asked the manager whether he had the original estimate prepared by the technician so we could compare the two proposals. He responded that they were attempting to contact the technician.
I never received the original estimate, an explanation of the pricing, or any meaningful follow-up. Once again, communication stalled. Finally, arrangements were made for someone from their service department to call and discuss my concerns. I explained that I would be available around noon, and they agreed to call at approximately that time.
I sat with my phone in my lap from 11:30 a.m. until 1:15 p.m., waiting for a call that never came.
What makes this especially troubling is that I have three family members living in my home, a steam heating system that needs repair, and winter approaching. This is not a cosmetic improvement or an optional renovation. It is a necessary repair to keep my home heated.
I cannot help but come away with the impression that this company is more interested in the size of the job than in providing responsible, attentive service to its customers. Whether that is actually their motivation, I cannot say, but their conduct has certainly left me feeling that way.
I have no objection to paying a fair price for professional work. What I do object to is being encouraged to authorize work that has not been adequately justified, receiving a revised price that raises legitimate questions, and then being repeatedly ignored when I ask for an explanation.
My recommendation is simple: Look elsewhere.
I cannot recommend this company strongly enough as one to avoid. Their questionable recommendations, unexplained pricing, repeated failures to communicate, disregard for scheduled callbacks, and apparent indifference to a customer facing a legitimate heating problem have been profoundly disappointing.
A company that charges professional rates should be expected to deliver professional service, accountability, and communication. In my experience, this company failed on all three counts.
