Customer Service Nightmare -- Will not finish the job even though it's paid for:
When our furnace caught fire in January, A Absolute quickly and professionally gave us an estimate and installed a new hybrid heating and cooling system in our home. The tech who installed it Danny was awesome. The only thing left to do was for them to come back when the weather got warmer and put the free-on in the system for the AC AND we had to pay our township for the permit and inspection.
Since the first week in May (as of today, it's been a month plus a week), we have been waiting for Absolute to come and finish this work.
First, they sent a tech who had no clue how to work on a hybrid system. Then, they sent another tech who got our AC to work but found an issue with the wiring such that now we have AC but no heat when previously we had heat but no AC. It seems that the ONLY tech on staff who knows how to fix our system is Danny!!!
Since that realization two weeks into trying to get our system to be fully operational back in May (it's now mid June), we have repeatedly had them schedule cancel our service appointments OR do a "no call, no show" literally 2 - 3 times a week for the last 5 weeks.
Once when I called to express concern about how we've been treated the male customer service rep hung up on me -- after pushing back our appointment for what then was the 4th time. We're now up to #9.
On Friday, our unit failed its plumbing inspection because of a missing valve. We have one week to get it fixed before the re inspection. Yesterday, Absolute once again promised the tech would be at our home by 8 am. By, 5 pm, it was another no call, no show. Fortunately, we had previously scheduled to have Danny come out to work on the unit to address our initial issue (prior to having the inspection done). So we were sure someone would come today to fix both issues.
Incredibly, just this morning, their dispatcher called at 8 am saying Danny was on his way to the house. At 10 am I called for an update since it's been a challenge to have someone there every time they've promised they would send someone at which time they ONCE AGAIN PUSHED OUR APPOINTMENT BACK to Friday.
Others have said how horrible their customer service is. For us, they were awesome when it came time to do the initial installation and take our money. However, since then, it's been infuriating and frustrating to be repeatedly be pushed off, ignored, dismissed and left in the lurch when we are owed these two ALREADY PAID FOR services that were included in our installation costs (the fixing of the improperly installed gas line WHICH THE INSPECTOR SAYS IS A HAZARD AND the fixing of the electrical issue preventing our system from providing us heat and AC like its supposed to).
I hope this helps others in some small way. If we ever get our system properly fixed by them, I'm happy to update this review and say so accordingly.
If anyone out there has ANY ideas for how to get them to come and provide the services that we are owed, please chime in. Thank you!
Nice, honest and informative. Loved the service received by the company.
Happy with the work.:
Orlando was quick to see the issue and assess it professionally. He explained the issue clearly and I'm happy with his work.
Highly Recommend Absolute Plumbing:
ABSOLUTE IS THE BEST. They came out on a Sunday last winter when my hot water heater died, and then this year when my central air conditioning quit. They fixed the problem on the same day they came out (another company i tried scheduled me and then didn't show). The supervisor at Absolute kept in contact with me and their technician, Danny, and Danny explained to me what he was going to do, worked quickly, and left my home spotless. Their pricing was great. I RECOMMEND THEM HIGHLY