Bad service received

My heat pump broke last Thursday. I called Refpro Thursday evening. They could not take an appointment, so they called me Friday. They scheduled me for the following Wednesday, but I found someone else that could come before; we were going through a heat wave, so time was important.

They called me back to tell me they had a cancellation on Monday, so I took the appointment. My wife owns a business and so do I, so my wife stayed home to receive them Monday morning. No news until noon, when I called. I was told the guy was late and he would be at my place after lunch. He called my cell, and since I did not answer, I had to call back the office to take another appointment. Both my wife and I talked to them (a lady called France) and we were assured that the repairman was on his way.

It is now 4PM and I just a call that I will not get a repairman, too bad for me. She did offer me another appointment, but I can not trust them now, so I declined.

I felt compelled to write about this because Refpro should not try to book appointments that they are not sure they can meet. It is very tough for customers who also must make the time to be there. I understand that there are unforeseen problems with other customers, but good customer service means that this should be planned as contingency, with the risk of making less money. It is a business risk that should not be assumed by the customers like I had to live through.

Use Refpro 2000 knowing what happened to me.