Reviews
Brad did a great job! I appreciate that Dalton sent me a description of who was coming- that was very helpful to put me at ease!
Brad was great! Very knowledgeable and explained things in terms I understood.
Very friendly...found a problem and advised us on what to do. Seems very knowledgeable. Thanks Brad!!
I rated this 4 stars and not 5 for a very specific reason. Let me make it clear, the service technician, Brock was amazing. Brock was so helpful, kind, effective, and genuinely a sweet guy. I would recommend Brock to anyone and everyone who has a plumbing need. Brock is 10 out of 5 stars in terms of comfort, explanation, and pure effort. Again, everyone should ask for Brock! He wasn't able to fix the problem with his tools, it did require a different company - tree roots in the main sewer line. He made a recommendation and those other guys (Cooley Pumping) were also great. He knows who to recommend, and how to solve plumbing issues even if he personally can't.
Now the to the problem. It was with their customer service line and their communication. I have 15+ years in customer service from frontline first response to management.
They were originally scheduled to show up between 7:20am and 9:30am. I called up around 9:15am to see what was going on. Melissa stated that there was an emergency, however 3 other technician were out, so they would be there as soon as possible. No one appeared by 11am, so I had to reschedule as I took time off work to have the agreed to schedule, and subsequently requested a time between 5 - 7pm as I wouldn't be free until after 4pm. They attempted to show up before that time at approximately 2:45pm. That wouldn't work as I was busy and specifically requested a different time. I called up to complain once I was free and Melissa was not pleasant when I expressed my discontent. She repeatedly talked over me, I know I had a harsh tone, but I was upset at their repeated failures. When I asked for a her manager, she started she was the manager and that I would not receive a free service (hard negotiation), only a 40% discount on the initial investigation fee. Her tone matched mine in terms of harshness and was not a de-escalation type conversation. Melissa said it was just the nature of the business and was not proactive in her service. I was very dissatisfied and disappointed in her work, the absolute opposite of the stellar Brock.
They have a competent, excellent technician service with Brock, but unfortunately their customer service needs work, especially if Melissa is the manager.
Overall, highly recommend Brock! I moderately recommend the company due to the issues with timing and customer service. I don't not recommend their customer service, at least not Melissa.
Josh was fantastic! He was thorough in his inspection, communicated with us about our unit in a language that made sense, and was courteous the entire time! They brought up potential upgrades without pressuring us to buy! Couldn't recommend Daltons enough!
Josh did the inspection as per my service plan. Inspected the AC and furnace - explained everything in detail.
No issues were discovered - everything was in good order.
This was our member A/C check.
Landon was our service person. He was very professional and really explained things well as we have an older unit. Landon is a great representative for Dalton's. Thank you.
Prompt, professional, courteous and efficient.