Business ProfileforUniversal Mechanical Service Company Inc

Extremely poor administration and execution of scheduling/dispatch. Poor customer ********************** attitude. Poor communication within the business between technicians and dispatch. Exceedingly poor communication with direct customers. Absolutely no respect for customers time. Repeated no-shows with no apologies or taking responsibility. There is a failure to provide a proposal/quote after numerous inquiries between technician and administration over the phone. They also tack on costs after original proposals have already been sent. Universal Mechanical likely leans on the fact that heat and AC are essential and they would never run out of customers. The service manager is also entirely absent of customer resolution to loyal customers. Specific:-****** is the most reluctant person I have ever worked with in customer ********************** or among contractors, which is a shame because she handles the scheduling and dispatch. Scheduling and dispatch is the entire execution of the business from the customer perspective. She refuses to follow-up with appointments and blames the technicians for not communicating their pending no-shows. - The quote to one of our repairs failed to be provided by the technician and when I called ******, she simply didnt want to transfer me to someone else on the phone who could help. I suppose ***** handles the proposals and I was sent the information only after I decided to rely on their business operator. The proposal was not itemized for hours, parts, and diagnostic fee, and so I requested for this information. I never received an updated, itemized copy from him. The following week, ***** sends me the invoice for payment that has an additional $189 diagnostic fee, additionally taxed. Failing to provide quotes repeatedly and then changing the amount after the first proposal is finally sent, is highly unethical. They still have refused to itemized the cost of parts or hours despite my insistence in 3 separate emails.