Sanna P

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Verified Reviewer
| map-marker Victoria, British Columbia

Rude customer service

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I have been a client of Knowles Gas for 29 years and booked the same technician for annual maintenance of my gas furnace for the last 12 years. In May of 2022, my furnace was not working so I called Knowles Gas and they told me the same technician would be at my house late afternoon. An hour later, they called me back to say the technician was in my area so he would instead come to the house in a few minutes around noon. The technician promptly arrived, checked the thermostat which was fine, then went to basement and found that the furnace switch had accidentally been turned off. He turned it on and left. The next day I got an invoice for $141 from Knowles Gas. I was shocked and called to let them know that $141 was outrageous for a 2-minute call. As a long time customer I expected a bit of a break with the billing for a 2-minute call. When I asked if I could speak to Stew the owner, Mary, the supervisor rudely informed me that there was no way he would speak to me. She would discuss this with him herself. A few days later, Mary called me while I was in Mexico, to say Stew settled for me paying half the bill. I received a new invoice that had to be paid within 4 days. I voiced my disappointment at the news and she hung up on me. I called back to see whether it was the connection from Mexico or Mary had indeed hung up on me. She said she had hung up on me! Totally unprofessional and rude behaviour from a supervisor. I emailed to say I would send a cheque in the mail as soon as I returned to Canadá in 10 days. The day after I returned home, I received an email from a Collections agency requesting I pay the full amount! This was less than 3 weeks after the service technician came to the house, and after I had informed Mary from Mexico that I would send a cheque as soon as I returned home. Needless to say customer service is not a priority at Knowles Gas, and 29 years of customer loyalty means nothing to them. It is far more important for Knowles Gas to make money than to retain loyal customers. I will take my business elsewhere from now on.
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Cons:
  • Money hungry

User's recommendation: AVOID

Rosa H Stb

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Verified Reviewer
| map-marker Victoria, British Columbia

I want to help other consumers avoid this company.

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Updated by user May 12, 2022

I have had no satisfaction from the company.

Original review May 11, 2022
DO NOT USE THIS COMPANY. We called Knowles to service a non-functioning gas fireplace in a condo we'd recently bought. Almost as soon as the repairman left, the fireplace stopped working again. After his return visit, the company had the absolute gall to charge me for this second call. Dealing with the owner and accounting department was a nightmare. They were unresponsive, then rude beyond words. A terrible experience.Stay away from Knowles Gas.Stay
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User's recommendation: Stay away from Knowles Gas.

Kathy K Arw

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Verified Reviewer
| map-marker Victoria, British Columbia

Great service!

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Our gas fireplace stopped working and is the only heat source on the main floor. I was very lucky to get a same day service as Boris was in my area and had been recommended by a neighbour. I highly recommend this company and will always call them first!
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Anonymous
map-marker Victoria, British Columbia

Ignoring the customer, not showing up to appointment

I called Knowles Gas in Victoria to come do some work at my house. As they advertise "three generations" in the business, I thought they would be efficient. They asked me what block of time I wanted them to arrive on the day that I was booking them, which sounds all well and good, but when the day came that they were to show up, (a rare midweek day that I get off of work) the person failed to appear. At the end of the 2 hour window, I called the company, only to be told they are running a bit behind. No proactive calling by the company to given any consideration to the customer, though. They just left me in the dark. Well a couple of hours later, when I was no longer able to wait for the tech to arrive, I called again, and received nothing a few sorrys after the fact, and "could the tech come out tomorrow instead?" An unbelievable waste of precious time off, and no consideration shown by Knowles Gas. Very disappointing, and totally avoidable with a simple phone call to me the customer to keep me in some kind of loop!
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