Poor communication by this Dealer. Wanted to buy local so I wanted to go with this Dealer.
So sorry this is long but I wanted you to know. Very poor communication by this Dealer (C\&S). I wanted to buy from a local Dealer so I tried to be patient. I figured they were busy and I would wait my turn. This Dealer was listed as participating with my energy company 's rebate for installing energy efficient equipment and that was a nice bonus. When the C\&S representative, Brian came out 4/30/21 to give us an estimate, he even brought up the rebate and that they had just started the process. I did not realize how that was going to be a nightmare for me with C\&S. Brian did a great job selling the install but is challenged in communicating, but I was still able to ask all my questions. He was nice the first time we met him. I actually think he is a nice guy but is inept in Customer Service and Business Sense. I had contacted the electricity company previously and spoke to them about how the rebate worked. The Elec company representative advised he would help C\&S all the way so it wouldn't be stressful for them or me and stated the Elec company has done many of these rebates and are happy to help. Then all the stress and nightmare came in. Lots of going back and forth with C\&S to sign forms etc. I followed up several times with C\&S about forms and if I could do anything to help them get the process going during days and days of waiting for email replies or a call back. I reminded them that the electricity company representative was available to help them. I also called the electricity company rep. and he called C\&S several times to help them but C\&S did not take advantage of the help, from what I was told. Finally, the equipment was installed 6/2/21 and I was thrilled! It took 30 days to get it installed, and the equipment had come in just 1 week or less after C\&S ordered it, per C\&S. They did a great job installing from what I can tell! The energy company representative drove 2 hours to come out and look at the install to make sure the correct equipment was installed and it was running ok. That way C\&S would get their rebate money quicker too. Elec company is giving this Dealer rebate money so that makes sense. (By the way, the rebate goes to the Dealer not to the consumer). Typically, the price of the rebate is taken off the invoice since the Dealer will get the rebate check. I was happy to have my new HVAC, after such an ordeal to get information from C\&S, and filling out all the rebate stuff, and I was hoping my 19 year old HVAC would not die before they could come out to install the new. The nightmare crescendoed when the time for payment came after the install. C\&S stated they had told me they would charge me 10% of the rebate cost for their paperwork trouble. What? ! I felt like I had done a lot of the work at times. I took time off work to get this stuff moving. How stressful! I paid C\&S what they were due minus the 10% because it was not invoiced or told to me (they said they sent an email about it but that is not what I read, again poor communication and business sense). I was exhausted with the process waiting and trying to get information from them about the rebate. All that to say, I think they did a great job installing. But it was way too stressful to pay for a major appliance install that cost me a lot of money, to be put through so much grief. This was supposed to be an exciting time for me to buy a new HVAC. I had been saving for 4 years to get a new HVAC. Now, I don't even feel comfortable calling them to ask questions or to get any kind of customer service. Brian was so rude to me when I went to pay my bill that I almost could not believe I was being treated so poorly. I believe this all could have been avoided if Brian with C\&S would have communicated properly as a professional and had put information in writing about their expectations. It ended up being a sad experience. On top of that, they never registered my Bryant equipment. I kept checking the Bryant website but nope. I called Bryant today and ended up registering it myself. I get sick to my stomach when I think about this horrible experience. So sad I can't call C\&S for follow up services or ask them equipment questions. Makes me sick. I am just trying to concentrate on how much I love my Bryant HVAC (heat pump). I would not recommend C\&S to anyone for Heating \& Cooling. I believe I would recommend Jon Wayne Heating and Air, to anyone who needs HVAC work locally. And on C\&S's Bryant sign on their building it says, "WHATEVER IT TAKES". They must have forgot about that. Sorry this was so long.
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