topic Re: input on this situation... in Among Friends

input on this situation...

SeaMaiden — Tue, 02 Aug 2022 16:00:59 GMT

Nothing serious... but would just like another opinion on this.

May last I emailed the company that installed a new furnace and heat pump for us a couple of years ago. I wanted to set up a visit for yearly maintence of the system. The lady I emailed said that the fellow that does the repairs etc had surgery and would hopefull be back to work in June.

... so, I emailed her mid June and asked for an update on the situation for maintanince on the furnace and heatpump.... she wrote that hopefully he would be back to work in the next couple of weeks... All July no communication....

Now it is August ... no emails or updates from her... I want to be nice but why can't she just let me know where things stand... a simple email? I am wondering if I should just go ahead and hire another company as there are so many that could have come out and taken care of the situation long ago.... I just wanted to give them the benefit of the doubt as they are a small family owned company and did do a nice install job a couple of years ago..

So my question is... do I AGAIN email her on an update... or just move on and hire another company?

Re: input on this situation...

chrystaltree — Tue, 02 Aug 2022 16:06:14 GMT

Just hire another company. It's fairly obvious they can't or don't want to provide you with routine maintenance YEARS after they did that big installation.

Re: input on this situation...

ScrapHappy — Tue, 02 Aug 2022 16:06:39 GMT

Move on. If the company can't update, email or call you...how can you depend on them to show up for the work to be done?

Re: input on this situation...

jackthebear — Tue, 02 Aug 2022 16:10:31 GMT

find someone else,

and don't give it more thought

Re: input on this situation...

kaydee50 — Tue, 02 Aug 2022 16:21:16 GMT

Move on and get another company. IMO you have been more than patient. I, personally, hate being ignored and it's easy enough to send an email with a status update.

Re: input on this situation...

DrKelli — Tue, 02 Aug 2022 16:25:33 GMT

The person you are emailing may no longer be with the company. Have you tried calling? And yes--I hate calling and would rather email, but given The Great Resignation, many people have left companies and their email isn't necessarily forwarded to anyone.

Re: input on this situation...

godi — Tue, 02 Aug 2022 16:26:00 GMT

Can you call her? If you don't get good results from that hire another company.

Re: input on this situation...

drizzellla — Tue, 02 Aug 2022 16:29:31 GMT

We went through something similar.

For many years we had a company come out and do an annual check up on our furnace. We also had a service contract with them. It worked out well for many years. Any problems they came out and fixed it.

Then the company no longer handled service contracts and annual maintenance.

After much searching my husband found another local company. We went away for a week last summer and when we came back the furnace was running?!?!?!?!

Called the new company that we were paying for the service contract. The service guy no sooner walked in the door and he said we needed a new furnace. He had not looked at the furnace. It was the first time they had to service our furnace. But after much talking he did replace the part that needed to be replaced. Then he sent a salesman to our house to give us the hard sell for a new furnace.

Our furnace had been working just fine and we don't feel we need a new one. Since they said that we needed a new furnace our service contract was no longer valid. Because the service contract states if we do no follow the recommendation of the repairman our contract is void. And since we did not buy a new furnace, we were not honoring the contract.

We no longer have anyone. And had no problems last winter. But now we aren't sure what to do. No one seems to want to do annual check ups or service.

Wonder if you are getting the brush off, since you asked them since May. You would think is they wanted your business THEY would follow up with you. Good Luck if you have to find another company.

Re: input on this situation...

SeaMaiden — Tue, 02 Aug 2022 16:39:34 GMT

sounds like most of you comenting are suggesting that I move on... I am probably going to do that... but,

will call her on the phone first to see what the situation is... give her the benefit of the doubt...

Thanks everyone.

I will continue to read the comments but will not comment back. Will let you know what I decide to do after the call to her.

Re: input on this situation...

Love my grandkids — Tue, 02 Aug 2022 16:43:37 GMT

@SeaMaiden "Nice" has nothing to do with it. This is business.

Call someone else. I'm guessing there are many companies out there looking for work and you'll get the help you need.

And IF the original company contacts you tell them "you snooze, you lose." And make NO apology.

Re: input on this situation...

Laura14 — Tue, 02 Aug 2022 16:44:31 GMT

If you really like them, I would send her a final email that says you really would love to continue their service with you. But, if circumstances still prevent that, you would completely understand. If they do have any current availability to come to you, you would love an appointment ASAP.

Re: input on this situation...

Love my grandkids — Tue, 02 Aug 2022 16:44:31 GMT

@godi No. She has been getting no results for qutie awhile. Time to move on.

Re: input on this situation...

ValuSkr — Tue, 02 Aug 2022 16:53:58 GMT

I would call her and explain the situation in-person. If she isn't more forthcoming, or if it isn't possible to call, go ahead and hire another company.

If they have only one repairman, it's probably best to find another company anyway.

Re: input on this situation...

DSD2 — Tue, 02 Aug 2022 16:54:17 GMT

@SeaMaiden wrote:
sounds like most of you comenting are suggesting that I move on... I am probably going to do that... but,

will call her on the phone first to see what the situation is... give her the benefit of the doubt...

Thanks everyone.

I will continue to read the comments but will not comment back. Will let you know what I decide to do after the call to her.

SeaMaiden, I agree with godi and would give them one last chance.

You did note it is a small, family company. Sometimes even one person being ill can greatly affect service. If the person is seriously illl, they may not want to release that information.

I am glad you are giving them the benefit of the doubt. Good luck!

Re: input on this situation...

Kachina624 — Tue, 02 Aug 2022 17:50:46 GMT

I would run, not walk, to establish a relationship with a company on which I could depend. What if your system needs a serious repair? Are you going to wait 2-3 months for heat or AC?

Re: input on this situation...

Sage04 — Tue, 02 Aug 2022 18:16:29 GMT

@SeaMaiden wrote:
Nothing serious... but would just like another opinion on this.

May last I emailed the company that installed a new furnace and heat pump for us a couple of years ago. I wanted to set up a visit for yearly maintence of the system. The lady I emailed said that the fellow that does the repairs etc had surgery and would hopefull be back to work in June.
... so, I emailed her mid June and asked for an update on the situation for maintanince on the furnace and heatpump.... she wrote that hopefully he would be back to work in the next couple of weeks... All July no communication....

Now it is August ... no emails or updates from her... I want to be nice but why can't she just let me know where things stand... a simple email? I am wondering if I should just go ahead and hire another company as there are so many that could have come out and taken care of the situation long ago.... I just wanted to give them the benefit of the doubt as they are a small family owned company and did do a nice install job a couple of years ago..

So my question is... do I AGAIN email her on an update... or just move on and hire another company?

@SeaMaiden would another Company service this? I would call the Company that did the installation, rather than emailing. They can't just have one repair person. Who services your appliances and air conditioner? you can just have one Company servicing everything. A package.

Re: input on this situation...

Sage04 — Tue, 02 Aug 2022 18:33:15 GMT

@Laura14 wrote:
If you really like them, I would send her a final email that says you really would love to continue their service with you. But, if circumstances still prevent that, you would completely understand. If they do have any current availability to come to you, you would love an appointment ASAP.

@Laura14 I'm always happy to see you. Best wishes always!!

Re: input on this situation...

RetRN — Tue, 02 Aug 2022 18:35:52 GMT

I would most certainly give them another chance. If his health has allowed him to return to work they are probably running behind. I stand firm to utilize small business owners.

Re: input on this situation...

Laura14 — Tue, 02 Aug 2022 18:40:30 GMT

@Sage04 Thank you! To you too. You have no idea how much I needed a kind word today.

Re: input on this situation...

BlueFinch — Tue, 02 Aug 2022 18:57:01 GMT

@SeaMaiden wrote:
sounds like most of you comenting are suggesting that I move on... I am probably going to do that... but,

will call her on the phone first to see what the situation is... give her the benefit of the doubt...

Thanks everyone.

I will continue to read the comments but will not comment back. Will let you know what I decide to do after the call to her.

@SeaMaiden I'd call her and make it clear that you're disappointed with no response. Tell her you wanted to give them your business, but need to know, NOW, if they are available and will have timely responses. If not, you're moving on. I wouldn't be ugly, but I would be firm and assertive.