Business ProfileforDonovan & Jorgenson Heating & Cooling

My elderly mother in law has been a loyal customer for over 20yrs. She had the maintenance plan, had her AC and Furnace checked and maintained every year, purchased and had the AC installed when she first moved in. Service has been professional and pleasant up to this last year. We called to make an appt. for our regular fall check up and informed D&J that we noticed the furnace was doing a short cycle. The tech came out and said everything was fine, we just needed to turn the power switch on. (?) As he was getting ready to leave, the furnace did the short cycle, he went back down to check and said yes, we needed a new limiter switch (it was staying open) and that we could use a blower motor as it was getting louder... He quoted almost $750 for the repair and they would call when the parts got in. We heard nothing from them so we called at the 10 day mark, at a little over 2 weeks, and at 24 days after the original service date trying to find out when the parts would be in as the weather was getting colder (end of Nov.) and we were concerned there could be further damage done to the furnace. When we called on the 24th day after service they still had no idea when parts would arrive, the furnace wasn't heating the house well, temps 57-64 degrees indoors... paying for preventative maintenance was meant to avoid this issue. We called another heating and AC business with high ratings, they had the parts in stock, we had an appt. to do the repair within 24hrs (non-emergency) and for $100 less (without even knowing what price they were quoting against.) When we called back to cancel with D&J they did not even ask why, or seem bothered that the repair was cancelled - It is sad to see how their service has completely tanked, up until this year, we had been very happy with their customer service, maintenance, and care. I do hope things will change back to the better for them, but unfortunately, they have lost our business.

Hi *****. We apologize for any inconvenience you may have experienced. Please give us a call at the office, **************, and ask for *****, as we would like some more details to get this issue rectified.