Appliance Repair by Hammonds HVAC & Gas Services in Kingsport, Tennessee

Such a terrible disappointment. Great at sales, but that's where the customer service stops. We narrowed it down to 2 sets of logs and scheduled installation for 8:30 am due to my work schedule. The day before installation, they called and rescheduled for 9 am. Again, I had to adjust my work schedule to accommodate so I could be there to select which set of logs. The day of installation, no one showed up at 9. At 9:15 I called to find out what happened and was told that the installer left 30 minutes ago, which couldn't have been the case, because we are only 30 minutes from their business. Finally at 9:40, I couldn't wait any longer and had to leave. I was totally disappointed in the customer service - no calls from them, no apologies, nothing. My belief has always been that when there's a problem, you will learn a lot about the culture and the ethics by the way the owner of a company manages a problem. At 9:45 I called them and spoke with the owner and shared my disappointment in the lack of service and phone calls. He flippantly said "sorry for the mix up." I said this was not a mix up it was a complete disregard for their customer's time and schedule because it's not a mix up when you don't have enough consideration to give a customer a courtesy call when they are paying more than 2,000 for gas logs and installation. He became very arrogant and sarcastically said he would handle it and hung up on me. He then called my husband and said he had decided to not install the logs because I wasn't happy with their customer service. My husband said - you made that decision because she called and expressed her disappointment? The owner did not apologize to my husband for anything and, at that point, my husband said, yes by all means, cancel our order. We were both extremely disappointed.

This company went far and beyond above on customer service and technical knowledge. I am very pleased with the staff at Hammonds and would recommend them highly.