Rose Heating And Air Conditioning

This company advertises on their website and all other profiles that they offer 24/7 emergency services but very clearly only operate 40 hours a week. After repairing a part for me 6 weeks ago, I found my furnace malfunctioning again and due to the recent repair I felt obligated to go through Rose Heating again in case it was the same part malfunctioning (as it would be under warranty). I called and left voicemails on 4 separate days (all during regular business hours) and did not receive a call back until I reached out to a competitor. The competitor (who does not advertise 24/7 services) was not able to schedule me for a few weeks but was kind enough to call Rose Heating while I was on the line to attempt to reach them directly. It was not until this competitor left a voicemail on my behalf that I finally received a response from Rose Heating. After explaining my gripe to Jim (owner of Rose Heating) he was not apologetic whatsoever and essentially told me I was free to use another company in the future. I was not offered any consolation and was charged for the full service fee and part that needed to be replaced. I'm extremely disappointed in their customer service for ignoring my voicemails for 5 days (while advertising 24/7 services). I fully believe I would have been ignored had the competitor not reached out on my behalf. Jim also did not understand why I felt obligated to use Rose Heating even after explaining that I, as a layman, have no way of knowing if it's the same part he had just replaced that is malfunctioning again. Jim will tout over and over again that they've been in business for over 60 years (3rd generation owner) and they're the oldest HVAC company in the state. However, inheriting a family business does not give you a pass to provide non-existent customer service. The success of his grandfather's business is not any indication that Jim will provide the same level of quality they might have once been known for.