Booked in for appointment and a great furnace specialist (Vanessa) came out and was very thorough, professional, and knew her stuff. I was very very impressed. 1 sensor and and an ignitor required replacing, parts in in about a week.
After 2 weeks I called Arpis and asked if parts were in, they told me due to highway 1 closures, mudslides they were not. No problem. The next week I asked when and they said they had no idea, it was floating around in the pacific waiting to be offloaded. I then called another company and they said they could have the parts (genuine Goodman parts) here in three days out of Houston Texas, Goodman parts, not cheap chinese knock-offs. Direct from the factory. On the shelf. Right now.
All staff I talked to in the office really didn't know what was going on, and were under the impression that I could not be helped.
So I called another company whom I will not mention here and they will have the parts ordered in and fixed tomorrow.
The entire thing has been an ordeal - from the booking, booking the wrong time (the receptionist had the person come back and perform the service which was great) to wrong phone number, email address, and even name (!) that took four times calling to get fixed.
Look, if you get these guys in don't believe the hype about getting expedient service and quick parts. The people in reception truly had no idea what was going on. They will try to sell you on a plan of 225.00 per year and you will get immediate service. This is not the case at all and I sure have learned a lot about supply chain issues, particularly fake ones that don't exist. Goodman's out of Houston Texas, not China with parts on the shelf ready to ship.
How unfortunate because I must say I was so happy with the technician that came out (Vanessa). Thank you Vanessa, I am so sorry that the rest of Arpis let your good work down. I hope if you use them you will ask for her or you will have a much better experience than I did. They wasted my time and had us all worried because if our ignitor goes we will simply have no heat in our home.
Entirely unacceptable service with no caring from anyone other than the service manager at the end, but he just wanted to get rid of me because as he rightly told me "I am not going to make you happy". He called that right.
Again, thanks Vanessa it was wonderful having you out.
- Approximate cost of services:
- $225.00
- Company Response
Hi Brian, we are sorry to hear that our service did not meet your expectations, as we informed you several times over the phone, we contacted Goodman Calgary and were informed that the pressure switch required for your furnace was backordered, we offered to provide you with the phone number for Goodman Calgary to confirm that we were indeed being honest with you. Our goal is always to take care of our customers as quickly as possible, but parts availability from the supplier is something that at times is just out of our control. We are happy to hear you were able to find the part you needed through a different company, and we apologize for the inconvenience.