It was getting really warm in Colorado so we decided purchase a new air conditioner from Steel T Plumbing and Heating. They were the company who installed our furnace so we wanted to take advantage of the "customer loyalty" discount they give for returning customers. I had a very cordial exchange with a man named Stephen through the quote process and we very happy they were able to schedule us an appointment within the week. Stephen was even nice enough to knock off $200 since we had already ran the electrical line.
I did make the mistake of waiting until the last minute to do financing. I will admit this was my mistake, but since the application for financing could literally get approved the day of, a nice woman named Erin assured me it was not a hugh problem - just probably frustrating on their end, which is totally understandable.
The customer-company relationship took a turn for the worse when the nice man installing our AC unit asked me to sign my final receipt. The quote we were given was $3,967 with the $200 discount for the electrical. The receipt i signed had a different amount to it and we didn't even notice until my husband got home form work and was reviewing the receipt. The amount on our final receipt was $2,967. A huge difference from the price we were expecting. We assumed that they must have given us a discount for already having the AC lines wired in the house. THe original quote was for 8 hours of labor and the installer was at our home only about 3.5 hours.
Instead of signing and sending in the financing paperwork that was mailed to our home, I decided to ask the company for clarification. We had been told different prices all throughout this process. It started as $3,967 and dropped to $3,767 when i was informed we would get $200 off for the electrical. Then we got a final receipt for $2,967 and the financing paperwork came in at $3,967!
Can anyone else see how this can be confusing and need clarification?
So that's exactly what i did. I asked for clarification, explaining that we assumed the price was reduced because of the AC lines already being in place. I WAS NOT trying to cheat the company out of their money, I was simply CONFUSED with all the prices i was being given!
The reason I decided to file a complaint on this website AND with the CO BBB is because I got the most ridiculous call from Stephen this morning.
Instead of calling and handling this situation with good customer service and like a gentleman, Stephen argued with me. He said "You agreed to pay the price we quoted you and that's that". He flat out accused me of trying to stiff his company! What kind of customer service is that?
I tried very hard to be cordial but his defensive attitude and accustory language made me get defensive and angry as well. We had a 3 minute shouting match where he ended up admitting he wrote down the prices wrong, but still insisted I was trying to cheat his company. HE ADMITTED TO WRITING DOWN THE PRICE WRONG! How is that my fault. Why did I deserve to be shouted at on the phone about a mistake that HE made?
This could have been handled in a much less escalated way, but his rude attitude and absolutely abhorrent customer service has angered me so much that I will not be keeping my mouth shut about how awful his company's service is. He has turned an advocate for his company into an absolutely pissed off consumer who felt embarrassed that he had the nerve to accuse me of being a cheater.
If you do decide to go with this company, don't expect them to follow "the customer is always right" motto!
Review about: Ac Unit Install.