Sheaves Mechanical Pembroke

Positive: Professionalism, Responsiveness Service: A/C system repair
May 8th, 2023

We gave them a cheque to pay for the service. They gave me a Paid Invoice.. A year later this Company comes back stating they were not paid. They lost the cheque .. This is not the clients' problem. They should go after the Technician that I gave the cheque to... A year later coming for the money .. Bad accounting on behalf of Sheaves Mechanical in Renfrew, Ontario Sheaves should have notified the client within the month, not a year later... Poor business practices.. Clients beware of their tactics... Service: HVAC system maintenance
May 7th, 2023

Services: A/C system maintenance, HVAC system maintenance, Heating system maintenance Positive: Professionalism, Punctuality, Quality, Responsiveness, Value
Nov 27th, 2022

Excellent experience. Our appointment window was 10AM-1PM and the technician arrived by 9:45AM (bonus!). They were friendly, considerate of my home, efficient, and patiently answered all of my questions. I learned a lot and felt the service appointment was great value for money. Invoicing/payment was easy, electronic, and professional. I'm very satisfied and would recommend Sheaves to anyone! Service: Heating system maintenance
Oct 17th, 2022

My 2nd comment....I have copy/pasted the company's email response to me! The tone of the company's google response as shown here is quite unlike the email response I received from the same individual I dealt with. I am copy/pasting her response to me as of July 5, 2022. "Thank you for the poor review, we will be sure to reply to the post explaining we are a service-oriented business, not a free technical call center here to remind you to check to see if your daughter turned off your power, a cause beyond our control that any company would have billed based on your service request, "feels like my AC is not working properly" your AC would not work at all without power, that's a fact." We have removed you from our client base, have a nice day! Thank you, Sheaves Mechanical Team My first comment.... Would like the owner of this business and the public to be aware of the following...The technician that came out for service was very good. He worked with the previous company before Sheaves Mechanical bought it in Oct 2021. My initial call with the receptionist and call following service with the 'supposed' supervisor was HORRENDOUS! In trying to make an appt. I was simply explaining my limited time and without the person listening, I was immediately told that "maybe I should call another company"! This is a new home for me and I have never had air conditioning before. I didn't think the A/C was working properly. When the tech came out he checked a few things then asked to see the breaker. The problem was that the power had been turned off for the A/C. He stated that the receptionist is supposed to ask clients a few questions, one of them being - Is the power for the A/C turned on? She did not ask me anything. She only offered her great unbelievable suggestion to call another company, without listening to anything I was saying. As per the technician this was the policy of the previous company (that had great ratings, including on BBB) that Sheaves bought from in Oct 2021. Following the tech's visit, I called to speak with the owner to inquire why his staff did not ask me that question and save me $157.07 for an unnecessary visit. I received a call back from the 'supposed' supervisor who informed me that I could not speak with the owner and that it was my fault they didn't ask that question because when I called, I stated that my A/C was not working well. I suggested that this is very poor Customer service and that she was just splitting hairs...no harm in asking everyone the question. Clients are not the experts. It clearly shows me that this is a common occurrence or the previous 'decent' owner of this company would not have made it a policy for his receptionists to ask that question. Along with my invoice the 'supervisor' took it upon herself to include this great Customer Service comment and I quote "Maybe your daughter should have remembered to turn the breaker back on, instead of this being our fault, totally a cause beyond our control" and then closed with - Please do not hesitate to contact us if you have any questions. I never stated for a fact that my daughter turned off the A/C. I was simply wondering out loud who may have.....I taught Customer Service in the Banking Industry and several other industries and have never encountered such blatant disregard for a Customer. Owners - Who is the face of your company? Are they making or breaking your business? Who fields Customers concerns? This costs you your business! I will never deal with this company again based on the totally unqualified personnel dealing directly with the clients on the phone before and after service. I had to select a star to be able to post my comments but they deserve a -10 Stars for offering zero Customer Service!
Jul 5th, 2022