UPDATE:
I received a phone call today from Manager Brian Yearta, who had taken the time to review my situation and discovered that the prior manager had never followed up. He listened attentively to my concerns, sincerely apologized for my negative experience, and explained that he...
Read MoreUPDATE:
I received a phone call today from Manager Brian Yearta, who had taken the time to review my situation and discovered that the prior manager had never followed up. He listened attentively to my concerns, sincerely apologized for my negative experience, and explained that he had already refunded my entire payment. He emphasized how much the company values excellent customer service and expressed his commitment to going above and beyond to demonstrate that. His willingness to take that extra step—even refunding my payment before our call—truly meant a great deal to me and changed my perspective on how I viewed the company. I explained that I did not want a full refund since the services had been provided, and instead suggested that we split the bill. He agreed.
Great customer service is not just about resolving an issue—it’s about listening, showing compassion, and going the extra mile to turn a negative experience into a positive one. Brian did exactly that!
I contacted Hammond Services regarding an issue with my AC unit. At the time of scheduling, I was informed there would be a $120 service charge for the technician’s visit and was assured that I would be given the full cost of any necessary repairs before any work was completed.
However, when the technician arrived, he went ahead and repaired the unit without providing me with the repair cost in advance. Only after completing the work did he inform me that the charge would be $496, claiming this was due to installing a “special type of capacitor.”
Afterward, I contacted management on a Saturday to ask why the charge was so high, especially after learning that capacitors are not normally that expensive. Unfortunately, no one returned my call. As a result, I had no choice but to dispute the charge with my Discover credit card company.
I chose this company because I believed they were reputable and honest based on online reviews. However, after this experience, I want to warn others to stay far away. They will likely overcharge you for work and fail to provide pricing upfront as promised.
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