Business ProfileforMatthew Roberts Inc.

I have been a loyal customer for over 4 years and initially chose this company because of its strong reputation and the consistently friendly and polite staff. However, I am not sure if management or ownership has changed, as in the past 1-2 years, Ive noticed a significant decline in the quality of service. Unfortunately, recent experiences have been incredibly disappointing. The office staff has become unresponsive, rude and unhelpful. It takes them weeks to address issues now, and the current service people do not have the proper training or experience that their previous ones did, leading to several problems in my home and extensive damage.After having a new ********** come out, I discovered that during their most recent service calls, my outside unit was left clogged, despite it being checked as part of the service I paid for. Additionally, a new unit I purchased was not installed correctly. I have spent tens of thousands of dollars based on their recommendations, due to the fact that I have always trusted them and for the first 1-2 years, their service people and staff were phenomenal. This decline in service quality is extremely disappointing and frustrating especially since they were always so on top of their game and willing to help troubleshoot issues.While the service team remains polite and kind, the overall lack of care from the office staff and management is concerning. I genuinely hope the company can return to the high standards it once upheld and continue to provide the excellent service they initially did.

Dear *********************:We are sorry you are unsatisfied with our findings. The conditions of your home are a direct result of temperature. Homes, nor residential air conditioning systems are designed to maintain these low indoor temperatures. Throughout the **** industry it is not recommended to run indoor temperatures below 72 degrees. Any time we see these conditions we warn against them, which we did verbally and in writing at many of our services dating as far back as 2019. During our last site visit with your husband and father, we Identified and explained the cause of the current environmental conditions of your home. When the indoor air temperature is below the outdoor dew point temperature, any air that enters the home from outside immediately condensates. This condensation lays on surfaces, is absorbed by carpet, clothing, furniture, bedding drywall etc. A damp home is uncomfortable and is a recipe for many undesirable conditions. In your home the temperature has historically been maintained between ***** degrees which is below dew point throughout the majority of summer months. During our visit we also found 2 portable air conditioners exhausting air from the home and creating a large negative pressure. In the event the home is under negative pressure, air enters wherever it can creating condensation around doors and windows, air vents, light fixtures, wall outlets, etc. In conclusion there is nothing we have done to cause your homes conditions