“I have been using Sunglow to service/maintain my furnace for a couple of years. I usually don’t write reviews, but I feel this one is necessary to get a point across. I’m at the end of my rope with Sunglow and hopefully a decision maker at the company might see this…

The problem I have is with the system they use to schedule appointments. It’s utter trash. Something needs to be done about it. I can count at least three times in the last two years where I scheduled an appointment, took the day off and pushed all of my plans aside for the day and no one showed up. Complete waste of my time. I could have been doing other important things. Instead, little did I know; I was apparently waiting on a ghost to service my furnace.

The reason/excuse they give every time is- “we don’t have you scheduled for an appointment. Not seeing anything in our system. You must have talked with someone working after hours. They aren’t supposed to schedule appointments. This is a big problem. Happens all the time unfortunately. Sorry. We can get you scheduled for a day a couple of weeks away from today though.”

This is extremely frustrating. To have a conversation with someone on the phone and have them “scheduling” a fake appointment that doesn’t even exist. They even confirm the time and date with you and say that you’re “all set” I actually put the time and date in my calendar as I’m talking with them on the phone, just so there’s no chance I will forget. But then the day comes and I call them and they say the same thing. “No appointment scheduled. Sorry.”

So my question is, why are the people working after hours even scheduling appointments in the first place? Whoever is training them should tell them clearly. “DO NOT SCHEDULE APPOINTMENTS. YOU ARE NOT ALLOWED TO SCHEDULE APPOINTMENTS.” So at that point, it’s not even on the clueless people scheduling the appointments. It’s management. Whoever is training them is not doing their jobs properly.

I had to tell the person scheduling my last appointment “if the person does not show up the day and time my appointment is scheduled, I’m going to another company.” And to my surprise, just the other day; they showed up on time and did their job. If this happens again, I’m done with Sunglow.”