Scott Heating & Cooling

Own the problem, it’ll improve your business — Scott, it’s simple don’t waste your energy defending the mistake and definitely don’t play victim when you were paid for 3 hours of service you didn’t perform. Get the facts, be accountable for your organizations mistakes and place your energies towards creating proper escalation path in your organization, a defined pricing model of hourly or by project (don’t change the rules in the middle of the game) and invest in customer service training when things go south (like now) to ensure you and your team give 100% BEST service, not just 65% and trying because there were several breakdowns that cost the customer money and people are at your mercy when it’s 105 degrees outside. As customers we understand things happen, but when you defend wrong doing you’ll still get some business, but you’ll also lose much, much more by word of mouth (not just Unilocal) no matter how much you invest in advertising. So, to clear up your attempt at defending your lack of accountability and willingness to deal with a customer issues I’ll give the facts which you still have no clue of based on the numbers you reference. Your team tried to charge me over $ 2,250. It was through my own efforts it was reduced by $ 1,300. After your team told me they searched their system and it wasn’t under warranty (yes I even sent them a clear picture of the part number and serial number) I dealt with the manufacturer myself and then sent your staff the point of contact, phone number of the manufacturer and then finally, they reduced the $ 1,300. Your team probably didn’t search the system. And now because you don’t like my feedback how many other customers are being fraudulently charged because you don’t check your system as to why it didn’t match up with the manufactures. So this leaves the $ 950 which was for 4 – 6 hours of labor. The job took less than 3 hours. Why don’t you attempt to explain why a customer being charged for 3 extra hours? And oh by the way why would I be told of the $ 70 hourly rate if you charge by project? Because your team switched it and was dishonest, and incredibly, you are defending that dishonest way of doing business. And you’re the owner?! You should be open to the honest feedback. In my review I didn’t say you did poor technical work, in fact I stated the opposite and I stated you have dishonest business practices, and now poor leadership. I gave the pros and cons constructively. If your customers don’t bring it to your attention how would you even know a problem exist? You mention lack of payment, but I bet your staff didn’t tell you I handed them payment and asked what the adjusted rate is given the job took less than 3 hours. He couldn’t get any management to empower him or talk with me (zero escalation path) furthermore I suggested charging it for the 3 hours until you figure it out and he chose not to. He handed me back payment and said the owner or a VP would get back with me, which you nor a VP did. Instead you tried to claim I stole services, how silly, you didn’t even mail me an invoice LOL. Anyway, you did get paid. And to this day for 3 service hours you didn’t perform. So the FACT is your team and organization delayed payment and never escalated the issue to you. Or they did and you avoided it. Why? That’s what I had hoped you’d tell me, but you’ve had my phone number for months and I have yet to hear from you. Most businesses accept responsibility and do the right thing. If your business suffers it’s not because anything I did, it’s what you did or shall I say didn’t do (the right thing). I’ve since found two other great companies in El Paso to handle HVAC but I didn’t reference them in my first review, because I’m not trying to hurt your business as you claim. Be a better owner not a victim and fix the problems. Meanwhile, my word of mouth feedback is STAY AWAY. And for even more reasons now. Own the problem, it’ll improve your business.

No shows on their employees
We called this company late last night, (July 4^th) based on the reviews and that they were 24hours. Our AC unit quit blowing cold air and our homes temp was in the 90s. We were told someone would be out at 9am today.(July 5^th) 9am passed and noone showed. My husband called the guy who answered and sounded as If he just woke up Asking my husband if 11am was better. Extremely disappointed. Even with a holiday– shouldn’t make appointments for customers if they can’t make them.