Jeff, your service guy, came out to assess why my heat was not working. He found that the attic motor was not functioning correctly and that he would need to temporarily fix our motor. The temporary motor would run constantly until the new one would arrive from Oklahoma. With the temperatures being in the low 20s at night we really had no choice but to allow this option. Jeff said that it should only take a couple days and the problem should be fixed correctly by the weekend or at least no later than Monday January, 2nd. I decided to call on Tuesday to check the progress of our problem because I did not hear from anyone with your company. Cindy, with your customer service informed me that the latest appointments that could be made were at 3:00pm. This posed a problem for my wife and I because we are in healthcare with various schedules and we needed a later appointment. Cindy, advised this was not a possibility. I advised Cindy, that the temporary motor that was installed was running constantly, and so was my electricity bill. She then stated how that was not her problem nor the fact that we worked past 3pm and we would have to figure something out. Im very frustrated with the lack of customer service and concern that she displays for your company. The only option given to me by Cindy was I would either have to take off a day of work, or choose a Saturday when I could be home waiting for someone to come out. She told me she could give me a 5 hour window for my service appointment. My wife fortunately was able to work her schedule out with her employer and meet Jeff to fix the problem. He was very nice and provided good service. I did receive my electricity bill yesterday and it was $71.00 higher than normal. Cindy was very abrupt, rude, inconvenient, and truly unhelpful. However, when I called to first report our problem I spoke to Debra who was very accomodating and kind and we were able to have someone come look at our problem that same day. I feel that Jeff made the best decision with what he had available. However, I do feel that with the temporary fix, there should have been a bit more flexibility on the companys part. I can only hope that this treatment was not due to the fact my problem was under warranty and I am not an out of pocket paying customer!
RESPONSE FROM Frymire Services, Inc.:
Thank you for kind remarks on our technician Jeff.
We were surprised and disappointed regarding your interaction with our Customer Service Representative, Cindy. We have reviewed and corrected this concern.
Thank you for bringing this to our attention
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