Review Time
I was very pleased with the responsiveness of the customer service group and Ann in particular. I had a significant issue with two heaters which I purchased. Once I was able to connect with customer service Ann was very helpful. The mist important of the service was her communication. She kept me informed with calls and emails throughout the process. Thank you Ann. Your diligence is very much appreciated.
We have made two purchases from Patio Heat and Shade (PH&S) in the last year--a ceiling fan and infrared heaters for our deck we built. Our contractor was not clear about power requirements for the heaters. So, I called PH&S to see if they could help. The lady (regretfully I don't recall her name) was extremely knowledgeable about the product she sold us and quickly provided the information needed for the installation.Recently, the ceiling fan stopped working. I contacted PH&S regarding the issue to see if they could resolve it. After a couple of calls to them and the manufacturer help desk, they determined the fan had failed and a new fan would be sent as a replacement. We were notified the following day the replacement fan was on the way. When I asked if I should use the shipping box to return the faulty fan, I was told to just keep it for any spare parts needed in the future. Customer service doesn't get better than this!!! This time, I kept a note of who I worked with. Don and Jessica at Kichler (fan manufacturer) did the troubleshooting while Emmanuel, Gerard and Ann handled the warranty work at Patio Heat and Shade. Thanks to all of them for resolving my issue professionally and promptly.
My customer service rep Ann was fantastic. I know we are going to be very happy with our 3 new heaters once they finally get installed. One heater was originally missing, and somebody had put mounting parts in a heater box. This was a shock to everybody, especially me. After my contractors found this mistake out, I contacted the company to let them know. At first, it was a challenge because it was past 30 days they said. But after I contacted a few people, they corrected their mistake, and Ann was very helpful with placing the order for my missing heater. Happy Customers!!
My heater was being shipped to Canada. 🇨🇦 FedEx sent an email saying it arrived but it had not. I emailed customer service and Jay-Pee responded quickly with a very clear explanation of how it was currently at trans-ship, clearing customs, next steps and timeline. Very timely, clear and helpful response!
Heater was delivered damaged with box ripped completely open missing parts. I contacted customer support and Ann responded very quickly and advised a replacement heater was ordered and will be shipped out immediately. All this happened during the Christmas holiday season where you would expect a bit of a delay, but I was assured it is on it's way. Ann was prompt, courteous and respectful which I greatly appreciate from customer service, that seems hard to find anymore! Thanks for the help and Happy New Year!
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