Business ProfileforArctic Heating & Air Conditioning

Horrendous Service, stay away! I have used Arctic Heating & Air's maintenance contract for two properties in the Ocean City Maryland area for the past 5 years. For 2 years I received great service. The past 3 years the service has been horrendous and they use every excuse in the book! In 2022 a technician misdiagnosed a bad thermostat then after I had them repair it, they decided to skip the 2nd service per the maintenance agreement I have on my 2 properties. I called asking why the service was not scheduled and I was told the customer now has to call them to schedule service because they were short staffed. Really? I then asked them to schedule the service for my properties and they were a no-show for 1 of the appointments. I called and rescheduled the no-show appointment and they were a no show again. I called and was told nothing was scheduled. "Are you kidding (me)?!"

Hello Kevin, we are sorry to hear about your review. We have looked into our records, and they are not matching up with your version of the story. On 10/22/2022 Miguel was dispatched for a blank thermostat, they checked it over and have confirmed it was bad, Miguel replaced it right then and there and confirmed system was operational at that time. As far as the service contracts concerned, Kim reached out to you on 9/26/2022 by text message as a reminder to schedule your appointment but did not hear back until 10/26/2022. You asked why the service was never scheduled, unfortunately we cannot schedule the appointment without your approval. At that time both properties were scheduled for 12/21/2022. On 12/19/2022 Kim sent a text message reminder of your appointment with no reply. On 12/21/2022 our technician arrived at the Delaware address and was told you forgot about the appointment but since he was there, he might as well provide the service. He was also told that he could not go to the Maryland property because no one would be there that you would have to reschedule. on 1/19/2022 you called our office and scheduled the new appointment for 2/1/2023. After that the next time we hear from you is on 1/25/2023 asking where the technician is, and we informed you your appointment was not scheduled on 1/25/2023. We have tried to reach out to you to address your concerns but are ignoring our phone calls. If you would like the supporting documentation of everything I explained above, I have no problem sharing them, I have a call log of every phone call you made into the office, GPS on all our trucks of when they arrived and when they left as well as the text message thread to your phone with no replies, just let me know if you would like to see them. Thank You.