1 reviews | Active since Sept 2016
POOR service MONEY Hungry
It is an extremely poor venture and service from AC Direct "Still do not have mu unit back". I called in to do a major service on my heat pump. The unit came back, leaking non operational, I called them in again they came back fiddle and left, I called them back and they sent me a account, pay before come to repair the unit. Well to start, they have sent *********** technicians to repair, but yet I must pay again to get someone from AC Direct to continue to repair this unit. I paid again as I need this working. They sent a different team to check, they came up with the same resolution "Shockingly POOR! repair" and the unit was remove the next day to take to the repair center to continue to repair the unit. This has now been about 6 months in the making of which 8 week this unit is standing in their workshop. I have no pool and it is green, of which I must pay to fix. So some additional cost for me for there mistake. Well! while the unit is standing there, they send me another account to pay before they move forward and quote R800, while I am waiting for the invoice to pay the quote goes up to R1800. All they are interested in is MONEY! no customer service, not to take responsibility for damage they have caused, we just charge the client again and again, until we can get a competent person to repair the damage done. Every time I wanted an update, I had to call in, the promise of callback, non existent. If you don't call back until you get someone to talk to nothing will be done.
As you read the extract from the email they sent me below, NO management has contacted me. The only people that talk to you are the technicians and the quoting team, to take your money.
Here is an actual extract from an email they sent me! Oh I did not fix the spelling errors, as it is a copy and paste. This indeed shows the lack of interest and quality.
[We do apologise that you are unsatisfied with the service you have received from AC Direct regarding your faulty unit.
Please be advised that the CEO will not be calling you regarding this matter as our Customer Service platform will be investigating this matter further and will be reported to the CEO directly.]
Just so by the way the Customer Service Platform, does not contact you, they deal with you by email and I am waiting for them to ask for more money.
Thank you for sharing your concerns, and we sincerely apologise for the frustration and inconvenience you have experienced.
To address your situation: our team initially visited your site for the service, and upon identifying issues, made multiple trips attempting repairs. Realizing the complexity of the issue, the unit was brought back to our facility for thorough testing and repair.
A part was indeed replaced, and the unit has now been reinstalled and is operational.
Regarding the charges, as your unit was out of warranty, the cost of parts was necessary.
We understand the importance of clear communication and regret that our service did not meet expectations.
We are taking your feedback seriously and will use it to improve our processes and customer interactions. Thank you for your patience, and we are committed to restoring your trust in our services.
Warm regards,
AC Direct Customer Service
Thank you for sharing your concerns, and we sincerely apologise for the frustration and inconvenience you have experienced.
To address your situation: our team initially visited your site for the service, and upon identifying issues, made multiple trips attempting repairs. Realizing the complexity of the issue, the unit was brought back to our facility for thorough testing and repair.
A part was indeed replaced, and the unit has now been reinstalled and is operational.
Regarding the charges, as your unit was out of warranty, the cost of parts was necessary.
We understand the importance of clear communication and regret that our service did not meet expectations.
We are taking your feedback seriously and will use it to improve our processes and customer interactions. Thank you for your patience, and we are committed to restoring your trust in our services.
Warm regards,
AC Direct Customer Service
To the point to where we go to for you to come to site I had to try get the CEO attention of which he refused to talk to me, and I had to start threatening by litigations. So the service remains poor, promise to call back never happens and the title as shown money hungry remains, as we pay for your mistakes.
Fix the overcharge callout and parts.
To the point to where we go to for you to come to site I had to try get the CEO attention of which he refused to talk to me, and I had to start threatening by litigations. So the service remains poor, promise to call back never happens and the title as shown money hungry remains, as we pay for your mistakes.
Fix the overcharge callout and parts.