Seattle >Olson Energy Service
Customer Service sucks. Okay, Olson Energy gave me a "really?!" moment today. Just under a month ago they replaced a part in my furnace (wasn't a cheap part apparently) and also replaced the carbon monoxide detector (which had been working perfectly fine) with a shiny new one. The other day at about 3 in the morning, the detector starts beeping like crazy, and the unit says "ERROR". So, I call in and ask if they can replace this brand new unit, yes, I changed the battery, yes, I unplugged it and tried to reset the device. So the lady tells me that they can have someone out there later today and casually mentions there will be a diagnostic fee of $160. Um, really? The unit is that you put in is defective, and you will charge me 5 times the cost of the actual item itself? No thanks, I said, "that's ridiculous". I'll just go to Fred Meyer and buy a new one. Meanwhile, please know that a little customer service goes a long way and that next time I have a problem with my furnace, I won't be calling you guys.
Fine service. They replaced my oil-to-gas conversion furnace with a new gas furnace ten years ago. Have had fine experiences with their service since then, both with the annual tune up and with other service appointments. Had them install new gas water heater last fall, and all is well so far. They show up on time, are friendly, and know what they are doing.
Unacceptable Follow Up. Had them out for an estimate for a new gas furnace. Was told I would have an estimate within two days. No estimate. Called a week later. Spoke to the guy who came out. He promised I would have it in my email that morning. Its 11:37PM, still no estimate. Would I trust these people with installing a multi thousand dollar furnace when they can't even provide a simple estimate? Um...No. I will go elsewhere!
Very Poor Customer Service. Took an afternoon off from work to wait for a scheduled Olsen service visit. They called to confirm in the morning but then never showed, never called. Sad because it is the second time there have been problems getting help. Telephone staff are unfriendly and unhelpful. Don't be mislead by Olsen stickers on your furnace!
Questionable practices and did not honor service contract. I ordered oil and service from Olson and they sold me on their $160 annual service contract with attractive discounts on oil. The contract specifies that they will give you various discounts on parts and service throughout the year (basically an warranty instrument), but the important thing that you get is an annual service where a technician comes out and ?inspects, adjusts and completely services? your furnace. Their tactic, however, is to send you reminder postcards about the annual service during the hot summer months when you aren?t thinking about heating. They then go quiet until your contract expires/renews and then they keep your money without ever servicing your furnace. I called to schedule my annual service visit in January ? still within my coverage period, and I was told that they had no schedule opening for three weeks? until I was beyond the fully paid contract period. They said I would have to pay for another service contract or they would not come out. I spoke to the service manager, Jim, and pointed out that the contract is black-and-white on the topic of being entitled to a service visit, but he refused to honor the terms of the contract and then began ducking my calls. I recommend avoiding this company on the basis of how they choose to handle billing issues that are not in their favor.
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