Business ProfileforCMI Air Conditioning & Electrical

Non-existent customer service and poor management: The staff scheduled a service to come out to my home. I purposefully chose my only day off and asked for morning service. I was told no problem, I'd be the second call of the day. They had me sit at my home all morning and a technician never showed despite a confirmation the day before and a check in by me mid morning. When I called to voice my displeasure, the scheduling staff was exasperated that I wanted to speak to management. The office manager followed suit by showing zero empathy and zero interest in resolving the issue. She was condescending about keeping me and my family as clients after years. I was abruptly put on hold by her. The technician manager then picked up and offered to send someone to my house during the afternoon when I specifically wouldn't be available and hung up the phone. I have pre-paid for service with CMI and am left to ask another company to assist. The icing on the cake is that one of the two managers took to public forum to say that I should've been "sweet like honey" to them rather than showing displeasure. BBB rating should be more like a 1 or 2 out of 5. A majority of the public should steer clear of doing business with this company. They conduct themselves in an unprofessional manner. I will update my review with how they deal with a refund.

It is truly sad that people like this exist in the world. With all the problems going on this miserable person has chosen to focus on this. Its summer in south Florida and we are in a severe labor crisis. You would think people could understand that A/C Contractors are very busy this time of year and cannot accommodate everyone's individual schedule. Some of our competitors are scheduling people four days out. This is why we offer time windows instead of exact times. The reason you "got zero empathy" is directly related to your negative attitude and the way you spoke to everyone in our office. Why do you feel the need to speak to people is such a manner? It's uncalled for. 2nd call is the 2nd call. When the tech finishes the 1st call he can proceed to his 2nd call...no exact times. His 1st call that day took more time than expected. It happens, it also happens in Doctor's office too, doesn't it? How many times I've waited for a doctor or dentist to see me beyond the appointment time..... After you called in the morning - When you asked for after 5pm then demanded 5:30, you were told we cannot possibly guarantee that time, the later in the day the bigger the window. I'll tell you on the day this occurred we received 3 phone calls from clients to thank us for the service they received. But, you are all over social media, and now the BBB? Let's reflect, if you were not rude to every associate you spoke to - you may have had a productive result. Our dispatcher, who asked, "why does she need to talk to me that way?" Then two managers who tried to help - you berated them, and you wonder why got got no sympathy. We are people who care about what we do, we work hard every day to provide great service and we take your insults in stride. As much as we want to please every client every day, things are going to happen that are beyond our control. When we tried to resolve the issue we were met with a hateful, bitter person, you must understand how counterproductive that is. We tried to help; your account of the story isn't completely accurate, you left out some details didn't you? As far as a refund for the maintenance agreement; it is prepaid for one more visit due in October. I am happy to refund the balance of that. We are sending a check to the address we have on file.

I scheduled with your company several days in advance and then didn't receive service, period. CMI failed miserably in the customer service department, period. A negative review by a customer is always indicative of a shortcoming somewhere inside of a business. A good business will reach out to the customer thanking them for their feedback, will apologize sincerely, and then ask to take up further communications offline. Instead, you berate your customers online. My review has been validated with your ridiculous response and no, nothing was left out. Unlike you, I am not a name caller.
May I suggest you stop giving excuses and instead take accountability. If you want to blame a labor shortage then here is a novel idea: your staff scheduling should tell paying customers that they should plan on sitting at home the entire day. What dentist or doctor have you been to that made you sit in their waiting room for four hours and then never came out to see them and told them they have to return another day? You didn't take my review in stride and I assure you I'm content. Content that I am getting a refund. I'm also happy and joyful. Happy and joyful I took my business elsewhere.