ComplaintsforCrane Heating and Air Conditioning

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a annual maintenance agreement for fall and summer service. One of the two services were provided. Summer maintenance wasn't fulfilled due to company not providing a technician within the agreed upon window of 12-4pm. Took a half day off from work to meet technician. Company called 90 minutes early for service and I explained I would be home between 11:45-12PM as originally scheduled. Call center wasn't able to accommodate a solution for a technician to arrive between 12-4PM. Asked for a supervisor to call back. While expressing my frustrations with the situation, supervisor hung up because she wasn't resilient enough to troubleshoot a customers frustration. What am I left with? I'm out a half day time off from work and the pre-paid services from Crane. I request a full refund from Crane for the pre-paid services. Based on the supervisor's lack of de-escalation training, I will not accept a re-scheduling, and I will not utilize this company in the future given the lack of professionalism. I fulfilled my agreement by being present from 12-4pm. They didn't provide the services. A full refund for my annual pre-paid maintenance would close this complaint. Any short of that will not meet my needs as their customer.

  Business response

  07/07/2022

  Good morning *** *******,

  I wanted to get back to you about the situation regarding the scheduling of your Spring Planned Maintenance cleaning.  I have looked into the situation, to make sure we refund the proper amount.  In January of 2021, you paid us $274 for a Planned Maintenance Plan.  This plan includes a Fall furnace tune up and humidifier pad change.  It also includes a Spring air conditioner tune-up and cleaning.  As I mentioned, the furnace cleaning and humidifier pad replacement service was performed in January of 2021.  Apparently, you were unable to schedule the furnace cleaning until about a year and a half later (Spring/Summer of 2022).  The remaining value (AC tune-up) of that contract is $103.50.  We will be sending you a check for that amount this week, via U.S. Mail. 

  I am always disappointed when we can't meet the scheduled appointments with our customers.  We at Crane Heating and Air Conditioning have been in the "Service Industry" for almost 70 years now.  That would not be possible without serious effort on our part. We service and install thousands of HVAC systems a year.  From time-to-time, we miss the mark.  For that, I am sorry.

  In your message to the BBB, you say "While expressing my frustrations with the situation, (the) supervisor hung up because she wasn't resilient enough to troubleshoot a customers' frustration".  My understanding was that foul language was used on your part, during this exchange.  Our customer service representatives have undergone quite a bit of training.  One rule here at Crane Heating and Air is that they are not to use foul language with our customers.  It is unprofessional.  We expect the same from our customers.  If not for professionalism sake, at the very least, for common courtesy.  Enough said on that subject.

  Thanks so much and best of luck in the future.

  Jim L******
  

  Customer response

  07/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  

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