Caldwell, ID

“We have been using Western Heating and Air for a while now. They installed new HVAC equipment and water heaters in 2 of our properties. We like to schedule our Spring and Fall services on a Saturday so that we can get both properties maintenanced when our office is not seeing clients. Western was great about working with us on Saturdays until the Spring. We ended up only being able to schedule one property on a Saturday. Anyway, the scheduling is not as easy for us as it used to be.
The maintenances were completed as scheduled and went well. The techs are always great, very professional, efficient, friendly, and knowledgable. They completed the Spring AC maintenances and a flush of our tankless water heater. Then, a couple weeks after that our water heater stopped working. This happened on a Friday afternoon. I called Western as soon as I got home from work, around 3 pm. The person answering the phone was very nice and said with my priority for service due to my platinum service package, a tech would call me and be on his/her way between 4 pm and 6 pm to check out the water heater. At 6 pm I still had not heard anything so I called again. Someone else answered the phone this time telling me that the time frame was never between 4 – 6 pm but was actually 6 pm to midnight because it was an after hours tech who would be responding. This was SUPER annoying because we were already waiting around for the 2 hour window.
A tech contacted us and came out about 9 pm. He patched up the leak in the machine and we were back up and running. The next Monday we had no hot water again. This time when a tech came out he found that a part was actively leaking so he patched us up and said that they would need to order the part from Reem and that it would take 5 – 7 business days to receive the part. He asked me if I wanted to proceed and I said yes please order the part. He let me know that part would be ordered on Tuesday and they would call when the part arrived. He was great and made sure the hot water was working before he left. The following Monday I called Western to double check on the part. I was told that the part had been ordered on Friday because they were waiting for me to call Western and tell them to order the part….. I was confused and explained the tech had said the part was to be ordered on Tuesday and that I needed to just wait for them to call me to schedule once the part arrived. I asked for the manager and was told he was out of the office but that a message would be given to him to call me.
Later on that day a supervisor, not the main manager, called me back and said the part was actually ordered on Tuesday but that it was on back order. I again asked for the manager and was told he would call me when he got back into town. I do not feel that the issues that arose have been adequately addressed.
The water heater finally got fixed. Again the techs are great. However, the office staff including scheduling and dispatch, have some communication issues.
We chose Western initially because the project manager was amazing. The installation crews were amazing. At first the maintenances went really well. Now it seems that we are just a number and customer service is on the back burner. I realize I am not their only customer, but if I feel this way, there are probably other customers who do to. I have no problem waiting my turn or waiting for parts etc. But please just communicate with me!”