I recently tried to schedule a repair for my furnace.
It was making a strange noise, running for longer cycles and not putting out as much heated air. I needed to turn up the thermostat several times and still there were rooms in the house that felt chilly. When I called a local HVAC contractor, I ended up getting extremely frustrated. My call was answered by an automated service that required me to listen to prompts and then push various buttons to get through the menus. It took me a long time to schedule an appointment. During the whole process, I never spoke with an actual person. There was no way to ask questions or explain my concerns with my furnace. I was given limited choices for the day and time of the appointment and then a six-hour window of arrival. I had no choice but to take the day off from work and wait for the technician to show up. I didn’t dare run any errands or do anything that might lead to me missing his arrival. I knew that the technician would eventually call to let me know he was finally on his way, but I had no idea if he’d contact me at eight in the morning or six o’clock in the evening. I was so worried that I’d miss the call and my appointment would get cancelled. I certainly didn’t want to start the process all over again. When the technician finally arrived at my door, he didn’t offer to take off his shoes. He tracked dirt across my carpet. When the job was complete, he left behind a mess. There were discarded parts from the furnace and packaging from the new parts to clean up. Because of this total lack of consideration, I didn’t trust the work he performed. He still charged me a small fortune for the repair. Although I have a warranty on my furnace and the parts were covered, I am responsible for the cost of the labor. I also sacrificed an entire day to the service call. When I called to complain about the poor service, I wasn’t able to speak with a live person. I am very disappointed that the service industry has become so impersonal.