Bruce Thornton Air Conditioning

Across the reviews, a clear dichotomy emerges. Positive comments frequently highlight the professionalism and assistance provided by technicians like Matt H and Mark B, and the responsiveness of the company in urgent situations. Customers noted that certain technicians provided valuable follow-ups and showed genuine concern for resolving issues promptly. These experiences contribute to a positive ... Read more

Across the reviews, a clear dichotomy emerges. Positive comments frequently highlight the professionalism and assistance provided by technicians like Matt H and Mark B, and the responsiveness of the company in urgent situations. Customers noted that certain technicians provided valuable follow-ups and showed genuine concern for resolving issues promptly. These experiences contribute to a positive view of the company's service quality when handled correctly. Conversely, a substantial number of reviews indicate significant dissatisfaction with customer service, specifically criticizing the manner in which issues were handled. Many reviewers mentioned a lack of communication and unprofessional behavior from customer service representatives, particularly from a receptionist named Shannon. Customers reported feeling undervalued and expressed frustration over being treated rudely or insensitively, especially when dealing with urgent needs involving elderly individuals. Problems with billing and unauthorized repairs emerged as recurring concerns; one customer described being pressured into a preventative maintenance plan they did not wish to renew, leading to unexpected charges. Additionally, a considerable complaint was about the perceived dishonesty regarding pricing and the costs associated with services rendered. These practices have soured many customers' experiences, leading them to vow not to return or recommend the company. Overall, the customer sentiments are polarized, characterized by positive technician experiences but marred by significant deficiencies in customer service, ethical business practices, and adequate communication. These issues underscore a critical need for the company to address its customer service strategy and improve transparency in its operations. Read less