Description
oil change at home, we come to you we perform oil and filter changes and other fluids
Location
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Absolutely top notch company. Had an emergency on coldest day of yr and when no one else in the area would even listen to help, Cousins came through. Professional and friendliest folks i've ever dealt with. from person on phone all the way to the tech that came out to the house. My own cousin who owns an HVAC company wouldn't even TRY helping, literally told me "my schedule is full" - dead silence. Cousins was willing and did everything they could to fix and solve the issue making sure we had heat.
I wish I could give them 100 stars. Amazing customer service. When Berkshire oil failed to tell me they were nearly 2 weeks backed up and my tank almost emptied while I was out of town, cousins came to the rescue. I’m not kidding, within 30 minutes of me requesting emergency services as a new company, the tank was at my house and being filled. I’m in complete shock at how awesome it is that this company was able to do what they did. I will recommend Cousins to everyone I know.
I hate leaving poor reviews, however this company left a poor impression with me. I’m giving three stars instead of one because of the promptness of their response and because they sound like overall they’re kind people just running a business in an odd way. I called after hours on a Thursday in February when I saw my furnace was churning out black soot. They called back early the next day and got a technician out a few hours later. As a new customer, they secured a $189 service call fee prior to coming out which is completely understandable. I had a colleague go to my home since I could not reschedule my day. The technician was there for 2-3 hours to diagnose the problem and vacuum soot out of my furnace. Since I could not be there, he hopped on the phone with me to let me know what was wrong. Then he told me what I *should have* done during inspection when I bought my house 6 months prior and that he “wouldn’t have done [xyz]”… thank you for that unsolicited real estate advice that added nothing to the conversation. The irking comment aside, he told me what the issue was and that they will have to replace it. Fine. I asked for a rough estimate which he did not give me. Fine, you don’t want to be misquoted, I get it. I assumed they’d give me a quote later that day or perhaps Friday (the next day). No. He told me probably Tuesday. The weather was dropping to 11° that weekend. My home was already 59° from just under a day of no heat. Just tell me if you don’t want to do the job or if your company is too busy- it’s not a big deal, thank you for diagnosing the issue. I called my realtor who gave me a reputable name who came out and fixed the furnace the next day because he was concerned about me not having heat over the weekend. That’s not even what truly bothers me about this company. It was after the fact when they hit my credit card that they apparently kept on file for a little over $500 for the service call. I was told $189. I didn’t authorize any additional work outside of diagnosing if it needs to be repaired or fully replaced. My colleague who was house sitting didn’t have any conversations with the technician indicating additional charges. They spent 2 hours vacuuming soot and then charged an additional $500 for it. I would have been less bothered by this if this was communicated and consented to at the time of service. I’m also bothered by the thought of them keeping a card on file without consent. I own several businesses and require consent forms that any credit card will be vaulted and any future charges will be made in whatever fashion is agreed upon when consent is given. Edit: 1) you didn’t address why there was never a quote for replacement 2) you didn’t discuss why your tech didn’t explain charges beyond diagnostic charges 3) my furnace was maintained by your company at some point per the record on my furnace then another company as recently as 10 months prior to my call 4) you don’t need to put where I live in a review, that’s highly unnecessary 5) it was never explained that my unit was “too old to work on” but I was expecting a replacement regardless 6) still never got the quote so I was still without heat until I called another company who came out the next morning to fix it 7) I did speak with someone at your office who was very kind and explained the charge was related to vacuuming and cleaning the furnace, you didn’t list that in the calls 8) if you go back and look at my original complaint, it was due to lack of information provided at the time of service with a ‘surprise bill’, the $500 itself is not the point, it’s the unexpected $500 A little anecdote I’ve learned over the years of owning businesses is that people generally don’t get upset about a fee or charge if they’re aware of the possibility of this ahead of time, they’re upset when they get an unexpected fee or charge. In your business’s case, an additional fee was never discussed. Perhaps give a good faith estimate on completed work before you leave the home… That’s my suggestion.
Cousins has been very good to do our heating and cooling service with they are very knowledgeable and professional I really could not ask for better thanks Cousins KK..
I’m done staying silent when contractors damage my property. Called this company to come out for an estimate. They must have not wanted the job because I never received an actual estimate from them. That’s fine, I’ll find a company that wants the business. What’s not fine is driving over a large portion of my lawn while exiting my driveway, resulting in a huge eyesore that I now have to fix. Don’t park in the driveway if you’re not positive that you can clear the lawn coming in and out! It’s just disrespectful. I live on a dead end street so there is no excuse. This isn’t the only company that drives all over my lawn like it’s an extension of my driveway, but I’m going to start calling these businesses out. Please respect peoples property.
