Unfair Call‑Out Charge and Poor Customer Service Experience

I purchased a 12,000 BTU air‑conditioner with installation from this company, and the sales process and installation were handled well and I was satisfied. Unfortunately, my experience with their service and finance departments has been extremely disappointing.

I requested a routine air‑conditioning service, but when the staff arrived they advised the unit was beyond repair and left without performing any work or proper assessment. Despite this, the finance department charged a call‑out fee of R977.50 — which was even higher than the full service quotation of R680, for which I had already paid a deposit of R391 (50%).

When I queried the inflated charge with staff member Kayleigh Govender, she initially said she would speak to the finance department, but later insisted: “The work has been completed, there is an outstanding payment that needs to be settled, please.” This is unacceptable, as no repair work or service was carried out. To date, they have not been able to explain why I was charged more when no work was performed.

While the staff on site were friendly, the administration and finance practices leave much to be desired. Charging nearly R1,000 for a call‑out without delivering any service reflects poor customer care and questionable business practice.