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    Comfort Defender

    4.2 (110 reviews)
    Open Open 24 hours

    Services - Comfort Defender

    Plumbing inspection

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    9/6 Call log w/ AirBenders (& their technicians) to refute their response that they "attempted to call ... several times with no answer"
    Shelley M.

    I strongly advise anyone considering using AirBenders to call elsewhere! As you can see from my earlier review, I had previously given AirBenders two stars due to their poor customer service, inability to arrive when promised, and difficultly in contacting technicians by phone. My review was replied to by their owner, David Jalal, who proceeded to personally attack myself, one of my family members, and my tenant with false statements and allegations. At that point, it became painfully obvious that my prior statements on poor customer service were just the tip of the iceberg. Anytime a company responds to a complaint with false personal attacks either has a serious miscommunication among their staff or the intentional intent to deceive - which likely also extends to their work. Either way, it's a red flag to choose another company! However, since I had call logs and screen captures to verify my side of the story I posted them on Yelp. David's response was simply to delete the original (incredibly unprofessional) attack and leave a short scripted line and add a bit about being human and making mistakes. Since when is the response to valid criticism with personal attacks a "mistake"? This entire incident reflects even more immaturity in their behalf considering the owner of the company was the one sending these messages. (For what it's worth, I did try to contact him through Yelp before posting those screen captures, but he did not respond.) For those interested, here are a few remarks from that exchange: David/AirBenders: "However at this point we (AirBenders) were informed by (customer) that the tenants would not be home until 6:00 PM. Again, despite the fact that our normal working hours are 07:00 AM -5:00 PM, we agreed to provide service out of regular hours." My Response: As stated in my initial review, the entire reason we used AirBenders was because they said they could provide after hours and weekend service! Their website also states in extremely large text "Always on Call! 24/7 Emergency Service." When they came out on Saturday, the tenant specifically requested an evening appointment on Tuesday and was told (without hesitation) that could be done. David/AirBenders: "(Customer) told (AirBenders) to pickup the part whilst (customer) contacted the tenant, it was agreed that he would call us back with a more precise timing. We did not receive this call. So after we sent out our technician to pickup the part from Gainesville we attempted to call (customer) and the tenant several times with no answer." My Response: As clearly indicated from the call log, there were *no* missed calls or repeated calls. We had a shared understanding from Saturday's initial meeting that the tenant needed an evening appointment. As reflected in the call log, we called AirBenders at 12:45 PM on Tuesday to inquire whether the part was found because we had not heard from them since Saturday. We also called the technician at 1:18 PM, and as we can see from the call log, the technician called us ONCE at 2:02 to confirm the 6 PM repair time. Their call WAS answered as indicated by the screen capture. David/AirBenders: "Later that same night after 9:00 we received a call from both yourself and the tenant at the same time demanding after hours service." My Response: A text message received the tenant at 9:19 PM on Tuesday verifies that the tenant did not know who was providing the service so they could not not have been calling AirBenders! I did not reply to the tenant's text until 10:07 PM (because we were on hold with AirBenders and then eventually were able to speak to a technician -- at 9:57 PM). Furthermore, we did not "demand" after hours service. What we requested, which is far from a demand and wasn't even done regardless, was for the technician to call the tenant that evening and *apologize* for their mistake! As far as we know, the A/C work was done well, but the absolutely poor customer service absolutely makes this company one to avoid - even in an emergency. Personally, I do not believe the customer is always right; sometimes customers can be unreasonable but the reality is (and the evidence confirms) that the unreasonable party in this exchange was always AirBenders. If they would have simply explained to our tenant that the mistake was on their end rather than leaving a new tenant believing that their landlord failed to schedule repairs, I may have used them again if I had a need after hours. Regardless, everything could have just ended there but instead the reaction to telling other potential customers of my experience (through Yelp) was for the owner of AirBenders, David Jalal, to unnecessarily, unprofessionally, and immaturely blame the customer!

    Like always, David and the AirBender team quickly identified my issue and resolved.

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    5 years ago

    AirBender is the best. Incredibly knowledgeable, great customer service, and very competitive pricing.

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    Page 1 of 3

    Ask the Community - Comfort Defender

    Review Highlights - Comfort Defender

    David was able to diagnose the issue, walk me through the solution, and answer all of my questions.

    Mentioned in 42 reviews

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