Business ProfileforRowan Heating And Air Conditioning, Inc.

I had an appointment scheduled for today 10/06. When I called them (2 weeks in advance) the operator told me that they would call 30 minutes before arrival. By noon, no one had called. We called to inquire and we told that we did not have an appointment because we had not called. After they did some research, they found out that I had actually called and that the operator had failed to schedule it. I let them know that we had been without heat since my original call. The operator today did not apologize but only wanted to make excuses why the original operator didn't schedule it. I stated "that does not help my problem of being without heat". She very rudely told me that "maybe I should find someone else to do it" and hung up the phone. I called back and talked to supposedly an owner. She was just as rude and told me to find someone else to do the work. After this experience, I WOULD NOT recommend them for anything. They certainly do not want my business. I called another company and they were able to come out asap. We have used this company for several years and have never experienced such rudeness from them. I'd recommend calling someone else because they obviously do not care about their customers or their business.

Unfortunately we spoke to Scott D***** and explained to him the situation where there was an error with processing your service call.  The young lady, when initially took the appointment got an emergency call right after speaking with Scott D***** that a family member was having a medical emergency.  Because of this and her having to leave unexpectedly, apparently this entry was not saved onto our calendar.  Unfortunately due to this, it was not communicated with our office and was not saved into our scheduling system.   
When we realized this mistake, we tried to accommodate your service but we didn't have a service technician that would be able to come to your house.  We tried to clear our schedule for the next day, but it took longer than expected to get back because we had to get in touch with the customers scheduled for tomorrow.  
Scott called the 2nd time not quite an hour after this initial call and was very frustrated we had not gotten back to Mr. W*******.  Scott became very irate and was extremely rude to the person handling the call who was trying to work this out. She tried to explain this was done in error and we were having a very difficult time working this out.  He said this is totally unacceptable and although we were trying very hard, there was no pleasing him.  It got so bad that she suggested to Scott he might want to find another company, which we rarely do.  Scott said that is exactly what he was going to do.  
Shortly after this phone call ended Scott called back and wanted to talk to an owner, which I am the owner of Rowan Heating and Air Conditioning, Inc.   The call was transferred to me, but I was already aware of the situation.  The phone call was recorded and I had listened to the conversation before Scott and I spoke so I could evaluate what took place.  
I tried to explain to Scott, when my daughter took the call on Sept. 26, 2022 at 9:03 a.m. there was a medical emergency shortly after the call came in, and evidently the request was not saved.  Scott would not have it, he said this is totally unacceptable and became very irate again.  
We are not in the business to turn away customers.  We don't take this lightly, but we also value our employees and expect our customers to show them respect.  the person handling the call has been with our company since 2005.
Because it went so poorly, I also had to repeat what the previous person handling the call said that he should probably find another company.  He threatened he was going to report us to the Better Business Bureau, but now it appears he is also trying to retaliate and attempt to damage our online reputation. 
Again, with Mr. W*******, we have only had great experiences working with him and he emailed us shortly after the incident with Scott apologizing for his behavior and impatience.  We are sorry things have turned out this way.  
Theresa and Jim R****