What would you do?

[banzaitoyota]

Installing contractor for unit comes out to perform winter service after he did the install on new 2000 sq ft home with conditioned crawlspace.

Tech pops out of the truck; first thing out of his hands is a "service plan". Tech inects unit and adjusts. OOPS doesn't have correct filter (Aprailaire whole house element) on truck. Says he will be back next week. Takes 3 weeks for him to return and install, btw: he took the old filter with him.

Then he still wants to push a "preferred VIP Customer service contract" at me.

My thoughts: If you want to be the professional on-call for me you better make sure you stock STANDARD service items for the system you had sold and installed when you show up for the service call.

[RyanHughes]

Not sure what the question is, but I understand where you're coming from and if a company came to my house with a service plan (supposedly knowing materials necessary for routine service) then I would expect them to have what they need. At least they could have left the old filter. Nothing I would make a big deal about. Too many sizes/types of media filters to keep them all in stock. You'd need to be driving around with a BIG truck for that.

[Mustang894me]

In the defense of the tech you cant carry every filter... but if they installed your unit the office should have filter info and make sure he has it. 3 weeks on a basic filter is overkill . are you bound to use the company to clean it? you can always find a new dealer to handle your unit you just have to get a hold of the equipment manufacture and transfer the warranty to the new dealer ... if you do change your service provider the new dealer should easily tell you how to transfer it

[banzaitoyota]

Ryan: this service call was scheduled 2 weeks in advance. The company has the sizes for the filters they installed; yet they didnt bring them on the truck. They let the system run with no filter for 3 weeks.. and they have the audacity to keep asking me to purchase a service plan.

"Too many sizes/types of media filters to keep them all in stock. You'd need to be driving around with a BIG truck for that. " :They scheduled the service for my unit, shouldnt the tech/service manager have insured they had the RIGHT MATERIALS on the truck before driving 18 miles out to my residence?


My question: I have serious doubts now about the company's ability to perform preventive maintenance in a timely fashion and do it correctly. They (Company) seems more interested in selling service plans instead of performing service.. My ability to trust this company is rapidly diminishing, but I do need a RELIABLE PROFESSIONAL to maintain MY investment.

[banzaitoyota]

Mustang: I didnt call the tech Friday morning and schedule for that afternoon. This call was scheduled well in advance by the company itself.

[Mustang894me]

Do you home work check your area for a good company. as long as they are dealer with you equipment they should be able to transfer the warrenty . BBB is always a good place to check . if this was scheduled in advanced they yes he should of had it ... my girls in my office let me know a day in advance like tomorrow i need 3- 20x20x1 1 20x25x1 and 1-16x20x2 they had me pick em up after my last call ... i love them they help make me not look like an ass without the right equipment

[sktn77a]

Call the owner and just tell him what you told us. If he apologizes and takes care of it, give them another chance. If he's OK with his company's performance of thier duties as explained, find a new company.

[Milk man]

Filters are a real PITA. I keep an assortment in my garage because I'm always dispatched for first call after I've depleted my truck stock.

[RyanHughes]

Mustang: I didnt call the tech Friday morning and schedule for that afternoon. This call was scheduled well in advance by the company itself.

Then I think you have a very valid point.

[Mustang894me]

Filters are a real PITA. I keep an assortment in my garage because I'm always dispatched for first call after I've depleted my truck stock.

wow my owner would have a fit if a carried a stock in my garage ... great idea but hell prob think im selling them on the side

[jricer2001]

the tech should of had the correct parts, but it is unreasonable to expect the tech to do all the work in the field and be expected to kow what parts they are going to need for what service call. the office needs to have the parts set aside because that is part of their job. If i knew my airplane was going to crash i would be shure to either not get on or pack a parachute. so call up the office and talk with them. it should of not taken 3 weeks to get back out there, i can understand 1 week. if they want you to sign a contract so badley tell them you are not impressed and and you want a price break on the next service and see how they do then. if they dont see a problem with 3 weeks to get back out to do a follow up for a stupid airfilter then get someone else for service

[Milk man]

wow my owner would have a fit if a carried a stock in my garage ... great idea but hell prob think im selling them on the side

One box of assorted filters in my garage is a lot cheaper than paying me and the gas to run back to the shop to pull the filter that is needed for a first call.

I should be charging rent for the space they take up in the garage.:LOL:

[txconsumer]

I would buy a service plan right away - from someone else!

While everyone is debating why he didn't know or have a filter on the truck I think the OP is more concerned about:

System running 3 weeks with NO filter
Tech promises to get back in a week, takes 3 and apparently no calls.
Pushing service contract before you actually prove the value you provide.

As someone suggested, I would call the owner, explain the situation and ask him when he sending someone to clean the system after running 3 weeks with no filter and who else he has that is competent.

If you get a bunch of BS find another company that cares about customer service and/or stock your own filters and learn to install them. I would never wait for someone else to install something as simple as a filter. Thats like not knowing how to change your own tire. Thats what I would do.