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| - DO NOT EVER USE THIS HORRIBLE SERVICE. If I could give them less than 1 star, I would. How they are in business is a mystery to me, as I've never had a more miserable experience with any company in any industry. L&S is bad-Bad-BAD.
Here is our story -
Last weekend, we had a problem with our A/C unit raining water into the hallway under our vent. We called our landlord's Home Warranty Company, and were told that with emergency service, someone would arrive later that day.
Four hours later, Andy from L&S arrived. He told us that he would have to order a new condenser pan. He was very friendly and very apologetic, but said that as it was the weekend, he'd have to order it Monday morning. He also assured us that it would be ready to install by Monday afternoon. Andy was the only positive part about our experience so far...In my opinion, he should go work for a company worthy of his service.
So, Monday afternoon, I took off work early and came home in order to be there for the service call. At 5:00 I still had not heard from them, so I called. They said that the pan had not been completed, and that we would have to wait until Wednesday.
Wednesday morning, I called L&S, and they guaranteed me that it would be installed that afternoon. I again took off work early in order to be available for their service technician. At 5:00, still no call, no show. I called L&S again, and they said that the pan was still not ready. They said that they would schedule me an appointment for Saturday between 8 and noon, as that was the earliest they could guarantee an installation.
We cancelled our plans for Saturday morning and stayed home to yet again be available for their technician. That morning, we get an email from our landlord telling us that he'd been informed by the home warranty company that L&S is reporting that our A/C has not been repaired because we have not made ourselves available to their technicians. My head exploded.
At 10am, we still had not received a confirmation phone call from L&S. Because of the letter from our landlord and our past experience with this company, we thought it would be a good idea to check in and make certain that the tech was on his way. We were told that the technician had already picked up the pan, that we were on his schedule, and to expect him soon.
At 2:30pm, he still had not arrived. We called the office, and we were informed that he was "just now" at the shop picking up the pan. We informed the gentleman on the phone that we'd been told the tech had picked up the pan earlier that morning. His very snooty reply was, "well I guess he was picking up a pan for another customer, because he's going to get yours now." He then put us on hold to call the metal shop and verify that his tech was getting the correct pan.
When he returned to the line 15 minutes later, we were informed that the pan was the wrong size, and they had to rush order a new one. The phone rep was extremely rude, and said they 'might' get the pan back by end of the day and that I could call back in an hour.
We called back in an hour. We were told that they had the pan, but they still had to apply the sealant and then check to make sure it was holding water. He was very rude and said that they would apply the sealant that evening and that someone would be in the shop by 9:00AM on Sunday. He said they would call me with an update once they arrived.
Sunday at 9:30 I called the shop. Again, the man was very snide and said someone was on the way to the shop now, and that they'll call me once they arrive to test it. An hour later, I call again. They are just pouring water in the pan, and they'll call me 90 minutes to inform me that it's done and schedule a time for this afternoon to have it installed.
At 12:15, I try to call the shop. No one answers. About 3 minutes later I get a text saying that they are on their way to the shop to check the pan, and to wait by the phone as they will be calling me soon. An hour goes by, and I text the number back inquiring about the pan. No response. Another 2 hours pass. I call, and the shop is closed. No answer, no response. It's now 4:00. Still no call from L&S, still no text, still no install tech at my house.
They are telling my landlord that this is my fault because I'm not being cooperative or making myself available to their techs. They do not call customers to keep them updated on progress. They do not show up when promised. They lie to customers about what has been done. They do not complete the work in a timely manner. They are rude. I am furious. It's been 8 days for what was supposed to be an emergency call.
My AC is still raining water into my hallway, and I have no way of knowing when these people will actually arrive to install this pan, nor how many more days I'll have to miss work in order to be here for their no-call-no-show "appointments."
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