Just the facts, here's our experience with Roy himself! He was 2 hours late to our first appointment and didn't call or text to communicate. We called him to ask where he was at, and only then did he tell us he was running behind. We had him scheduled for a preventative checkup that day, which he wound up doing for free. I thought it was very nice of him to do that. I would've paid him anyway, he was informative and efficient. Just wished for better communication.
Less than a month after he came, our AC stopped working. This is a 2 year old machine in a brand new home. He found that all the freon is gone. If you're unfamiliar, freon doesn't get used up- it stays in the system to cool the air. So if it is gone, it means it leaked out. Kinda strange to me, since we had no problems for 2 years and then all of a sudden it's all gone? I had a friend who's tech accidently caused a freon leak during a visit and he came back to fix it for free, which makes sense to me- you break it, you buy it. So I asked Roy honestly if it was a possibility that he did something during the checkup to cause this, whether intentional or accidental didn't matter to me. I asked him if it wasn't him, what else would cause such a new system to have no freon? He said "just a leak"... which we already established so I asked "well yes but where would the leak come from out of nowhere?" In our other appointment he was more than willing to teach and explain...well not today.
He immediately got defensive, said "I can see what you're insinuating, and I created my own company so I don't have to deal with people like you" and he packed up his stuff and started walking out the door. I asked him for just a simple line of communication and some knowledge as to why it would happen. He kept interrupting me and didn't give me any answers. My inquiry was of honest concern, but he took it as an attack on his character. It's understandable, but not a reason to say those things to a customer and not even be willing to come to an understanding. I told him it wasn't my intention to insinuate he did it on purpose but I was wasting my breath.
He said "I'm sure you'll write a bad review but I don't care, I have way more good ones". Whether you do good work or not, it's highly inappropriate to have an attitude like that, especially as the business owner himself! Communication, humility and accountability are just as important as good work.
I was willing to move forward even after all of it, so I asked him to help us get it fixed, but he refused and left.
I'm sure all of the good reviews are from people who never had concerns or issues like mine, and that's fine. At the end of the day, any company should be willing to have an open line of communication with customers when they have real concerns or questions, not just when they're blindly handing over their credit card.
I gave a star because our first interaction was somewhat fine, but I would never recommend him to anyone. read more
