We purchased a geothermal system from them that cost OVER $21,000 and were treated terribly – how do they treat customers only purchasing a regular HVAC system at half the cost? We used them since my uncle has worked there for years. We thought having a family connection would ensure we were treated well, but unfortunately, we were very wrong and we got the exact opposite effect. They seemed very nice, until the very day that we signed the contract with them. From there on out we were treated different.
To sum it up, CHC is very unprofessional and much too big to care. They won’t admit to any mistakes, so you’ll never hear any apologies – anything that goes wrong is somehow the your fault, and there is no one to take responsibility. I’m very disappointed with our decision to use CHC.
For those of you that want to read the specifics, we started building this fall, so this all happened months ago, but here is what I can remember:
They rarely return our phone messages in a timely manner. When I was called back, I was told that I should have been leaving messages on a cell number, and not at the office. Therefore, their lack of a response was apparently my fault for leaving messages at the office.
Several times, they did not come out when they said they were going to. It is like their left hand doesn’t know what the right is doing. One person would tell us one thing, and another would tell us something completely different.
Getting them out to do any work was like pulling teeth – we were clearly a problem to them and their busy schedules.
When they finally did get started, they did not complete the first install part, but instead left 4 large boxes full of stuff in my garage for over a month that had to be moved several times.
When I called them to see when they would finish, I was told that they were not going to install it until I was done painting – which had absolutely nothing to do with them finishing their job. They were just giving me an excuse for why they were not completing the job. In addition, how were they supposed to know when I was done painting – I was the one that had to call them to schedule the install – they never once called me to schedule anything. As a result, we had to work through the cold winter with no heat because they did not have the time to come finish their job.
Once they were finished it was brought to my attention (by my uncle) that they installed a filter in a spot that cannot be changed without completely detaching the filter holder from the system – if they would have done this right, the filter should just slide out when I need to change it two times a year.
So we finally get it finished, and it’s time to pay. I called and asked about using a credit card and was told it was fine. When I paid, they decided to charge me a credit card processing fee – which ended up being nearly $400. Now I’ll admit this is our fault - they had put mention of this fee in the signed contract, but we had totally missed it since it was part of the fine print that only lawyers really pay attention to. To justify their unethical credit card fee practice, they also told us that everyone else does it. So I thought about it and not one other business that we used in the entire construction of our home had charged a credit card processing fee – and we used our credit card with anyone that would accept it – i.e. WBC, Wrights Lumber, Pro-Build, Taylor Insulation, etc. We decided to research it further, so when we attended the Home & Garden showcase at the fairgrounds this spring we asked every vendor there if they charge this fee – not one said they did! It is our fault for not reading the fine print, but shame on them for doing something this shady.