Mr. Cool's lack of professionalism and communication.
I called Mr. Cool early on a Wednesday 4/17 morning and was told they were very busy, but would be able to get to me later that day. At 8:45 pm I got a call from the technician and was informed that he was in Dallas heading our way and should be there in about 30 minutes, he left his cell phone number and said "if I wanted to call him". At 9:35 pm my husband called him and he said he was at home because he didn't hear back from me. He said he would be at our house between 9 and 10 the next morning. At 10:15 I got a phone call from the technician 4/18 telling me it was too cold to come that day, but he would fit me in the next day. I stayed home all day Friday 4/19 (yesterday) waiting for them to come. I received no phone call at all from the technician. This morning (Saturday) I called at 8:00 am 4/20 and got a recording. This company advertises that their phones are answered 24 hours a day. We've used them for 17 years, we've had a few issues, but nothing compared to this. We will no longer be using Mr. Cool. They seem to only have one employee.
For them to acknowledge their poor performance and all the mistakes they made.
Business' Initial Response
Contact Name and Title: Bruce Cope CO-Owner
Contact Phone: XXX XXX XXXX
Contact Email: *********@ymail.com
I received a call from customer Wednesday morning.Had gotten a number of calls suddenly because the weather seemed to warmed up.I explained already had schedule and would get there as soon as I could.Finally finished last scheduled call and called customer that I was leaving Dallas and would be by in 30 or 45 minutes. 4 minutes after I called my phone rang from customers number, I answered Mr. Cool Air and Heat,this is Bruce and they hung up on me.Did'nt bother me,but not sure what that meant.I did not go by the house at that time,not sure anyone home.Had they said,we're home I would have been.I can say, I am sorry I did not go by then now.Mr. Customer called I had just gotten home,9:30 ish.Eplained what had happened about the phone call,but that I would have come over then.The problem sounded like a freon issue.I said I would try to be there 9 or 10 ish.I am sorry I did'nt go that night,because I have gone to this customer late hours before when they have called.We are having record breaking weather changes and the cool came back that morning.Thinking freon problem,too cold to fix a freon problem.Said, when it is warm enough I would get by there and fix.I did not know until Monday evening that customer stayed home from work.All other customers were understanding the weather situation.I had to reschedule others Friday.Saturday warmed up later and I called customer around elevenish,but got no answer. I called again Sunday afternoon and left message. Customer then called back to say that they had hired someone else.My business partner was answering the phones Friday and Saturday,I believed she called,but apparently he did not get the message.We have always tried to meet this customers needs down to replacing a compressor and them paying it out no problem.I am very sorry this situation played out this way.It was not intentional. I will not use the weather as a factor,but it has played a big part in servicing ac systems.We have 2 technicians, myself and my business partner.He is dealing with a cancer issue at the moment and is sporadic in being available.We are working that out.I do apologize for letting customer down,but lack of professionalism is not quite accurate. I did enjoy serving them in the past,very nice people.I wish them the best.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I have no idea where a phone call from our number came from, but regardless if Mr. Cool said he was going to come by and be here in 30 or 45 minutes late Wed night, Mr. Cool still should have come by just like they said they were. He never said we needed to call back to verify we were home. That's just not right to not show up for a job that we hired Mr. Cool to do and that he said he would do. There is no excuse for that. Very unprofessional. I was told on Thursday because it was too cool outside that Mr. Cool would come on Friday, this is where the lack of professionalism comes in, no communication no phone call no nothing after waiting all day Friday to receive no communication at all from them wasn't acceptable. Saturday morning after receiving no phone call and getting an answering machine, we did immediately hire someone else. They were able to get to us later that same day. It turned out to be more than needing freon. Mr. Cool saying, "My business partner was answering the phones Friday and Saturday,I believed she called,but apparently he did not get the message", I called and left a message and it is very unprofessional for Mr. Cool to say they did not get my message or to say they believe I called. The company that we hired is excellent. Someone is always there to answer the phone 24/7 like they advertise. They have come when they said they would come and come back when they said they would come back. They are in constant communication with their customers. We are very happy with the change. I still think Mr. Cool needs to acknowledge that I heard no response from them Friday after Mr. Cool said they would be here Friday. Why should I keep trying to call Mr. Cool when it is their job to communicate with their customers? After the way we were treated I didn't think I needed to call them and tell them that we hired someone else, it shouldn't have been a surprise. I never got any excuses from the new company.
Business' Final Response
I apologize for the mistakes I made in properly communicating with customer.It was not intentional.I am sorry that I did not get to their house in a timely manner.I acted in an unprofessional manner and I am sorry.I am glad that their situation has been resolved and they are happy with new company. ***** ****