Xtreme Thermo Systems
4.7|36 reviews
AM
Annelize M
1 reviews | Active since Member
26 Feb 2024, 13:17
Nothing but frustration! Won't recommend Xtreme Thermo Systems
I requested a quote on 20 February to have a 12000Btu Alaska inverter air conditioner installed. I received the quote on 21 February, which was great. I've been trying to confirm installation of this unit ever since.
Today (26 February) I receive an e-mail from Xtreme Thermo Systems (Pty) Ltd that they can assist with my water problem on the 1st of March 2024. I rep**** and enquired on what water problem they are referring to. After not getting a reply from them, I forward an sms message to 084 600 0004 to which I received a reply "I don't know, reply back to the email you received so we can assist". Next minute I get a phone call from this number. I was informed that they are not plumbers....my gosh.... I know that! The person I spoke to had absolutely no idea what e-mail I was referring to.
I then forward them an e-mail cancelling my request as it is clear that this installation is (1) either not going to happen or (2) it is going to turn into a disaster. Well, to my surprise I get an e-mail stating " Please accept our sincere apologies. We have been receiving tons of emails and enquiries and I think we had you mixed up with other client. If there is anything we can help with please let us know".
Warning! getting the quote is no problem. Booking an installation date is impossible! Getting your job mixed up with someone else's job is a definite! Try phoning the landline number provided on the quote....good luck...nobody answers the phone.
I won't recommend using Xtreme Thermo Systems (Pty) Ltd. You will be disappointed, guaranteed! You will be beyond frustrated.... Rather look for reputable installers that go the extra mile and provide good customer service. Especially after sales service. It's not like you pay R500 for an air conditioner!
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Replies (1)Xtreme Thermo Systems's replyOfficial
29 Feb 2024, 20:49Hello Annelize,
Thanks for the feedback, and we are sorry to hear that your recent experience with us did not meet your expectations.
After investigating this matter we would like to point out the following:
* You were advised of the lead time being 10 working days after placing your order (2 weeks), and we work on 1st come 1st serve basis to be fair and reasonable to all our clients.
* We had booked your installation and you agreed to the date.
* You received an email by mistake that should have been to another client with a similar name as yours with Aircon drainage being blocked and not water problem and you received a call from us to apologize for the mix up
* And then we were willing to work overtime and offered you an even earlier date for your installation to try and help you sooner, but you declined.
* You mentioned on your review that our after sale service wasnt on par even though we haven't installed your Aircon at all, I find that puzzling.
We are dealing with a huge number of enquiries and we can't possibly know who we are dealing with from an sms or a whatsapp message, hence you have been advised to rather reply to the email so we can investigate further.
Xtreme Thermo systems has been offering Airconditioning services for more than 25 years, we are unfortunately not perfect and we do acknowledge that mistakes happen.
But with all honesty we can't understand the reason for your frustration? unless we are missing something other than the above mentioned.
Please kindly advise if we had missed anything, so we can improve our services further.
Tarry
Co-owner
Thanks for the feedback, and we are sorry to hear that your recent experience with us did not meet your expectations.
After investigating this matter we would like to point out the following:
* You were advised of the lead time being 10 working days after placing your order (2 weeks), and we work on 1st come 1st serve basis to be fair and reasonable to all our clients.
* We had booked your installation and you agreed to the date.
* You received an email by mistake that should have been to another client with a similar name as yours with Aircon drainage being blocked and not water problem and you received a call from us to apologize for the mix up
* And then we were willing to work overtime and offered you an even earlier date for your installation to try and help you sooner, but you declined.
* You mentioned on your review that our after sale service wasnt on par even though we haven't installed your Aircon at all, I find that puzzling.
We are dealing with a huge number of enquiries and we can't possibly know who we are dealing with from an sms or a whatsapp message, hence you have been advised to rather reply to the email so we can investigate further.
Xtreme Thermo systems has been offering Airconditioning services for more than 25 years, we are unfortunately not perfect and we do acknowledge that mistakes happen.
But with all honesty we can't understand the reason for your frustration? unless we are missing something other than the above mentioned.
Please kindly advise if we had missed anything, so we can improve our services further.
Tarry
Co-owner
Best regards,
Xtreme Thermo Systems's reply29 Feb 2024, 20:49
Official
Hello Annelize,
Thanks for the feedback, and we are sorry to hear that your recent experience with us did not meet your expectations.
After investigating this matter we would like to point out the following:
* You were advised of the lead time being 10 working days after placing your order (2 weeks), and we work on 1st come 1st serve basis to be fair and reasonable to all our clients.
* We had booked your installation and you agreed to the date.
* You received an email by mistake that should have been to another client with a similar name as yours with Aircon drainage being blocked and not water problem and you received a call from us to apologize for the mix up
* And then we were willing to work overtime and offered you an even earlier date for your installation to try and help you sooner, but you declined.
* You mentioned on your review that our after sale service wasnt on par even though we haven't installed your Aircon at all, I find that puzzling.
We are dealing with a huge number of enquiries and we can't possibly know who we are dealing with from an sms or a whatsapp message, hence you have been advised to rather reply to the email so we can investigate further.
Xtreme Thermo systems has been offering Airconditioning services for more than 25 years, we are unfortunately not perfect and we do acknowledge that mistakes happen.
But with all honesty we can't understand the reason for your frustration? unless we are missing something other than the above mentioned.
Please kindly advise if we had missed anything, so we can improve our services further.
Tarry
Co-owner
Thanks for the feedback, and we are sorry to hear that your recent experience with us did not meet your expectations.
After investigating this matter we would like to point out the following:
* You were advised of the lead time being 10 working days after placing your order (2 weeks), and we work on 1st come 1st serve basis to be fair and reasonable to all our clients.
* We had booked your installation and you agreed to the date.
* You received an email by mistake that should have been to another client with a similar name as yours with Aircon drainage being blocked and not water problem and you received a call from us to apologize for the mix up
* And then we were willing to work overtime and offered you an even earlier date for your installation to try and help you sooner, but you declined.
* You mentioned on your review that our after sale service wasnt on par even though we haven't installed your Aircon at all, I find that puzzling.
We are dealing with a huge number of enquiries and we can't possibly know who we are dealing with from an sms or a whatsapp message, hence you have been advised to rather reply to the email so we can investigate further.
Xtreme Thermo systems has been offering Airconditioning services for more than 25 years, we are unfortunately not perfect and we do acknowledge that mistakes happen.
But with all honesty we can't understand the reason for your frustration? unless we are missing something other than the above mentioned.
Please kindly advise if we had missed anything, so we can improve our services further.
Tarry
Co-owner
Best regards,