Thank you for taking the time to leave us constructive feedback. I'm glad you were happy with the service in your home the date of your latest service. It is appreciate you bringing up the advertised "tune up" and the fact someone in our office indicated we do not use the Powerbrush when cleaning. Both of these things are incorrect and in the case of the Powerbrush comment, is incorrect. The aforementioned "tune up" being included on our web sites' description of service, included as part of our cleaning package is out of date, but inadvertently not changed by our web site administrator. If there are things like a belt out of alignment or the tension not correct etc., they would be corrected by our cleaning division staff. There are several "straight forward" "tune up" items that would be addressed by the cleaning staff, if noted during their visual inspection. However, to do a full and thorough "tune up and service" on most of today's modern furnaces, they REQUIRE a furnace service technician with a fully different skill set , experience and accreditation. I apologize for the disappointment in the type of service you were expecting that was not delivered. Because of your comment, we were able to review the clear mistake and remove it from this service description - much appreciated. We would be happy to provide a full tune up and service of your furnace, performed by an accredited technician in our SERVICE DIVISION of the company at no cost to you. Regarding the verbal information you received upon scheduling your appointment that we never use a Powerbrush to clean the ducts is incorrect. we do have 2 new CSR's/dispatchers that are new to Acclaimed - one of them did not provide you correct information. We advertise and deliver the service of "Powerbrush AND Whip" cleaning for the following reason. There are a multitude of ventilation system designs and sizes. All of our cleaning units carry the very best Powerbrush equipment AND an array of Whip equipment. Our technician does an evaluation on which of the two systems will do the most thorough job on any given system. It is common to use both systems within one house, depending on the ventilation configuration and size. However, we certainly do ventilation cleaning with either of the cleaning techniques, alone in any given house. I hope these comments address your concerns and questions. We would be happy to elaborate on things further by phone at any time (please ask for Keven Lackey). I thank you so much for taking the time to leave a candid review, so that we can address these comments and questions with our amazing team. Without feedback, we would never meet our consistent goal of being the best HVAC service provider in the Greater Edmonton area. Whether it's our HVAC Cleaning division, our HVAC Service division or HVAC installations division, our commitment is always to provide the best customer service possible. Thanks again!
Reply created 18 Jul 2015
