UPDATE: A gentleman called me back after I posted this review and let me know that they do not stand by bad-mouthing previous employees to customers, they own their work/hiring/etc, and that he'd refund my $119 service charge. The refund has come through and I'm grateful for them making it right - that's a standup move. I've changed my star review from 1 to 4 due to the ownership of the situation and the continued communication now that we are on this side of it.
I called this company after looking at the 4.9 star rating off of over 1k reviews on Google and the promptly had a technician out to my rental to look at the Daikin system that was making noise. My tenants text me when the tech arrived, then the tech
(Joanna) called me no more than 10 minutes later telling me that she's identified a new blower motor is needed and that she would get me a write up. That was fast... I called my tenants to check in on the service, they said she was a nice woman but she didn't even open the cover on the unit that was making the noise. The write up came through from Joanna quoting me $1,000 for a new blower motor and install. We ended up going to our rental property and taking a look ourselves (my fiancé works in restaurant fire system install and maintenance, there is some crossover). We opened the cover and pretty quickly saw that the plastic fan was broken. We removed the fan and turned on the system, the blower motor was functioning fine and there was no noise, so we ordered a new fan for less than $150 dollars, installed it, and the system has been running fine with no noise.
After paying the $119 service fee, I contacted the company to discuss this matter and the fact that their tech did not even open the cover and they informed me that Joanna didn't last a month there because of her poor performance. So they still got their service fee, we fixed the issue on our own, and they openly communicated that Joanna was a bad hire and they've since let her go. In this situation, maybe offer a discount on the wild service fee? Let me cover the gas from your company vehicle but not have to pay for the tech that did nothing at all? I'm unimpressed with the way the service and the willingness to openly bad mouth their previous tech. Own your company decisions and make it right by the customer, don't charge full price and then talk bad about the person YOU hired. Good on you for parting ways once you realized she was as trained as you thought, but I'm still bitter over the aggressiveness at which they came after me for the full service fee knowing all they did was send a tech that even they don't want to work with.
Response from the owner:Hello Lindsay! Thank you for updating your review and for giving us the opportunity to make things right. We’re glad the follow-up and communication helped improve your experience, and we’re grateful for your understanding. Your feedback helps us grow, and we’re glad we could work through it together. If you ever need anything in the future, we’re just a call away. 🙌🏻