Roland J Down Complaint - Unreliable Service from Roland J Down "The Service Experts"
ALBANY, NEW YORK -- Roland J Down started off on the wrong foot and even without walking onto the premises yet (I'm sitting here waiting as I write), they have been unreliable. I had to provide correct information for my address and phone nos 4 times over 5 days (twice within 1 hour on Monday when scheduling the appointment; confirmed again at 8:15 this am during the scheduled appointment time and then again at 10:15 am when no one was showing up). Because the previous owners used this company for their heating service, their computer systems do not seem to be able to update the information accurately. This company has moved to using a call center which doesn't seem to servicing the customer efficiently and effectively. Yesterday when they called to confirm the appt. they obviously had the correct information to call me.
However, today when I called them at 10:15 because no one showed up between 8 and 10 am as they stated they would, I spoke to Shari at Roland J Down and they didn't have the correct phone information and stated no one showed up because they couldn't reach me. It is 10:45 and the person they dispatched 1/2 hour ago still isn't here. Here's the caution, if you need to take time off from work like I did in order to have your heating/cooling system serviced for the upcoming seasonal change, be sure to allow yourself a great deal more time than they are giving you. The service guy just showed up just before 11 am. I'm supposed to be at work by 11:30 based on the time frame RJ Down gave me originally. Perhaps I was to naive to think a business was accurate and reliable in the information they provide. Also, when I inquired about service they only gave me the one-time service call quote of $109.95 they did not even tell me about the maintenance service for two visits at $159.95 that would save me money in the long run.
First, if they are going to use a call center in a different state, they should use a reliable one. Second, if they are going to use a call center to "market" their product, they should have people who care about servicing the customer and offering all options of what products are available. Stay away from huge companies like RJ Down. They no longer care about servicing the customer, they just want the money.
PS: The service man was nice and empathic to the situation.