Carlos L.
05/07/2020 12:00:00 SA
I can't imagine trying to get a warranty call with this company when I can't even get an estimate for a new install.
I'll begin with the receptionist, they lack the art of customer service, when I first called, I mentioned I was looking to get a quote for an AC and Heater installation on a property. They seemed reluctant because I wasn't the home own, although I had full authority to get a quote started. The receptionist was unwilling to help out to proceed with a quote for the property till finally, I had the home owner call them and tell them that I was authorized to get a quote. I mean, I understood their hesitancy with it however, I did not understand their lack of effort to help me out to move it along.
So finally, the appointment was made for the technician to come out and provide us a quote. The technician was on time, nice and respectful. He took about 10 minutes to look around and mentioned, yup, we do these installs all the time. He mentioned we'll get that quote out to us soon.
Well a couple of weeks have gone by and haven't received a quote yet. I called for an update and once again, the receptionist wasn't much help again. A couple more weeks went by and finally, I called again and asked to speak to the owner.
When I spoke to the owner, I mentioned before I left a negative review about the service of your company, I hoping that you'll be able to remediate it and give you guys a fair chance. I mentioned I understand how things call fall through the cracks but please note, this is us try to hire you and give you money for a service your company provides but it's getting me very nervous if I would ever need a warranty call on the installation. He mentioned he'll look into it and get back to me. Well the owner of the company, much like the receptionist and the serviceman, did not get back to me after weeks of waiting.
I always say that customer service is always a reflection of management and this once again proves it. This also seems to be an ongoing issue with this business. I would strongly recommend that you call another business for a quote at the same time, in case they don't get back to you too.
So if customer service isn't a priority, then Cornell might be the company for you. Again, I didn't have the opportunity to hire then and experience their work but they were way below my level of customer service expectations.
Update: 05/25/2020
Oh, I don't mind you guys choosing not to work with me, but let me know. Don't leave people hanging for a response. Again, I can't imagine trying to get a warranty. I've already installed a new unit and paid someone else $10k.