Customer ReviewsforVanderford Air & Plumbing

My AC has been out since Thursday August 10th….was told we would have air conditioning by Monday August 14th or Tuesday August 15th….Told my husband this morning that they would NOT fix our air conditioner UNLESS I took down my ******** post and ****** comment….I took them down ( but will be putting them back up) and was told it will be Friday August 18th before we will have AIR CONDITIONING in this TRIPPLE DIGIT HEAT

We have been dealing with the husband at this home. When parts have to be ordered and shipped from out of town, it takes some time. You can not repair a unit when the part is in another city. We understand that it is hot and uncomfortable. But it is out of our hands, until the part arrives. By the way the part arrived on Monday and was installed. They are cooling and was just down over the weekend. We even rushed the shipping instead of regular ground.

I have used this company for two years to maintain my AC system first year and a half with no problems. They called and scheduled my maintenance and were prompt with any repairs. This last time, they were an hour late to the scheduled service window. I said ok, no issues; it was inconvenient, but it is the start of the summer, and there are always a lot of calls this time of year. I was slightly annoyed I was having any issues because I keep it under maintenance, and the tech showed up right in the middle of dinner, but hey, it happens. He worked quickly to find the issue and let me know what was wrong, but after that, this is where it all fell apart. He could not tell me the pricing for an estimate onsite; the job had to go back to the office for that. I said ok, expecting to hear something back and to have a scheduled repair time the next morning. I heard nothing all day, so I finally called around 430. The lady who answered the phone could have cared less we were without a fully functioning AC system. She said I talked to our parts guy. He will get you an estimate within a few hours. It has already been 24 hours. I asked when they could schedule the repairs and how much longer I would be, and she said: "I do not know to have to wait on the parts person to send the estimate, then you have to approve it, and they will have to be ordered.". I asked if that was days or weeks or tomorrow, and she did not know. She could have cared less that we were without a fully functional AC unit the entire time. Offered to transfer me to someone else. She clearly just wanted me off the phone. I just hung up, I still have no idea when and if they will fix the problem. I was generally prepared to accept whatever price they said yesterday onsite; they had always been fair. I understand they cannot control how long it takes for parts to get to them. However, they can control the service level and communications rather than treat their customers like a number.

You are correct, we have no control over Lennox Factory Parts and their response time back to us. This Lennox Factory Motor for your failed part was not in Houston, but out of state. We had it ordered and shipped overnight before they closed at 5pm. That is as quick as it could possibly happen. This is not AMAZON, and certain parts are still hard to get in stock from the whole Covid Crisis. If we could get the part same day, it would have been installed same day. But to give us a 1 star review for something completely out of our control? At least now there is a motor in Houston for you. Your welcome.

Review response from the service manager: "You are correct, we have no control over Lennox Factory Parts and their response time back to us. This Lennox Factory Motor for your failed part was not in Houston, but out of state. We had it ordered and shipped overnight before they closed at 5pm. That is as quick as it could possibly happen. This is not AMAZON, and certain parts are still hard to get in stock from the whole Covid Crisis. If we could get the part same day, it would have been installed same day. But to give us a 1 star review for something completely out of our control? At least now there is a motor in Houston for you. Your welcome." No, the problem is not that the part was not there or that was going to take time. My problem was with the lack of communication and this attitude of they were doing me a favor. They could have cared less, and this response shows just how much they could have cared less. I am a number, and they are doing customers a favor by doing business with them. No one bothered to tell me any of this until I left poor reviews, I was left in the dark about everything. I would have been perfectly fine had they called the next morning and even said it will be a week before we can get the part. We can install it on this day, assuming the part comes in on this day. I got none of that. Instead, I got dismissed, I got treated as if I was mad about a parts delay and they were going above and beyond to do me a favor. No, the 1-star review is well warranted for lack of service and communication not for the delay of parts. Your attitude towards your customers is one of you are doing us a favor by doing business with us.

This is just not true. We do care about every customer and were working in the background securing this part. I apologize that a phone call was not done more quickly. It was not brought to the managers or owners attention that a phone call was not placed. Our service manager called you this morning to tried to address getting this handled immediately. I listened to the phone calls and just did not hear the attitude that you are speaking of? No one here acts like they are doing anyone a favor. Sorry you feel this way.

Your response highlights the problem further and is why I gave you a deserved 1-star. "You were working in the background.". No one bothered to call me and tell me what was happening. It was not until I called that I got any information or update. One person picks up the phone first thing Tuesday morning and says, "Hey, we are looking for your parts. They are not in stock.". Would have avoided all of this. Then instead of addressing the real problem in the review, which likely would have resulted in my taking them down or modifying them. Your service manager blamed it on me being mad about the delay in parts, told me "...this was not AMAZON..." and that "Your welcome" for Vandorford Air getting the parts in the city for me. Then your response is, "Sorry you feel this way." Excuse me? No, I think I am pretty spot on with the attitude Vandorford Air & Plumbing has toward its customers. Next time maybe try an actual resolution, maybe take some ownership of the mistakes you made, and understand why your customer might be upset.

I was very disappointed with them, as a matter of fact, I felt they took advantage of my age and being a widow. Their unit broke, due to no fault of theirs, but the said it was under warranty so I waited until they received the part, that took 2 1/2 months. Meanwhile, I went through a freeze… They called at the end of January and gave me an invoice of $214 for trip fees and a fee to send the broken parts back to the mfg. company. Well, when they arrived the tech handed me an invoice for $1,325.00…they said it wasn’t covered by the warranty because a rodent caused the problem. If they would have called as soon as they found that out I could have called a friend in the business and had it repaired much faster and for less money. After a conversation with the parts manager he knocked off $350 the bill. They also charged $400 for a 20 min repair, that’s gouging…

We do not understand you giving us a 1 star review? We replaced several parts on your system that were damaged by rodents. Rodent damage is not covered under any warranty program. Especially with chew marks on all of these parts. We recommend getting a pest control service immediately, or this will continue to happen. Best of luck!

What you are saying is just not true. Rodents chewed up all of your wiring and harnesses, this caused the parts to short out. We do not manufacturer parts, nor have control of the warranty of these parts. There are a few things that void warranty of parts, acts of god(lightning storm-hail storm)--neglect(animals or rodents chewing wires, damaging parts)because the damage caused the part to fail--not the part naturally having an issue, and lack of maintenance with no maintenance records. This is not our decision, and we will not pay for parts and take a huge loss either. We did not drop rodents into your house. We did not take advantage of anyone. You were given a quote for the repairs, then you approved the quote. How is this taking advantage????? If you said no to the quote, that would have been fine with us. Your choice. But why try to write a negative review, when we done everything we could do to help you and get the system back online? AND 20 minutes??? That is also a lie, we have GPS on every vehicle. We know exactly how long we were there, how much drive time, how much time it took to go pick up parts at distributor, how long we spent on the phone getting all of the necessary parts and wiring harnesses This took hours and hours.