Incompetent day-contract-hire caused service experience to be subpar overall.
Today (2015/02/25) I had the powervac furnace cleaning service at *** ********* ******* Service team consisted of two guys, team leader that is tall and lean (A) and a team member that is short and stout (B)
A, the leader, was professional throughout the entire service. This complaint is mainly about B, the helper.
1, When I asked B if I should turn the furnace off, he said, yes. so I turned it off. then when I confirmed with the A a few minutes later, he said you should leave it on, so I turned it back on.
2, When I asked B if I should take out the air filter, he said, yes. so I did. then when I confirmed with the A a few minutes later, he said you should definitely keep it in, so I put it back in.
3, When I smelled gas in the furnace room, B was sent by A to take a look with me and maybe turn off the gas-powered water tank. when we were down there in the furnace room, we couldn't quite see the switch of the water tank, due to light condition. But a strong sulfur stench implied that there was definitely some leak (due to the air sucking power of the tubes connected to the furnace). B took out his lighter and wanted to use it as a light source right next to the gas water tank. My heart stopped, I yelled out NO and I was furious. Even though afterwards A assured me that it probably wouldn't have caused an explosion. At the time, it still freaked me out as the last thing I wanted to do is to have live flame when there is such a strong gas smell in the air.
4, B's responsibility was to put the "cold" vents back on when A finished cleaning them. Most of them weren't put back on properly, A had to redo them which slowed down the entire service process. I had to redo one myself after they left.
5, B was also ordered to patch the furnace and put the furnace cover back on, he failed to do both after struggling. A had to do those tasks himself which caused additional delay.
6, B was also ordered to put the vent covers back on for the basement ceiling vents, those tasks were not completed, period.
I learnt from A that, B is NOT a permanent powervac employee and is a day-contract-hire.
I will probably get service from powervac again, but next time, I will make sure that I call one day before the service to make sure that the team they send in has permanent powervac employees only.
We would like to thank the customer for bringing this to our attention.
We will be sending an apology letter and a cheque for $50.00 to the customer as requested.
(The consumer indicated he/she ACCEPTED the response from the business.)
The situation was professionally and responsibly handled, will definitely get service from them again.