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| - We are still going through our recent ordeal with One Guard for our A/C in Phoenix, AZ. To sum up, we should have received a phone call to approve out of pocket costs on a Thursday from One Guard. The phone call did not occur, nor did it come Friday, so I called Friday afternoon. They approved the out of pocket costs of $1150 at that time, and said they would get the order placed for the parts necessary that day. This is for a home in a suburb of Phoenix, during a historic October heat wave, the house reaching temperatures of 90 degrees inside, with only the one A/C unit, for a family who has been faithfully paying customers for three years, with three children 3 years of age or less, including a 2 week-old newborn and postpartum mother. The weekend passed with no word, and my wife called Monday to ensure we would get our repair completed. The parts had not yet been ordered and my wife was instructed they would be ordered and in by Wednesday or Thursday. After waiting two days, with my wife and children having stayed with friends and family for a few nights now, and also fearing nothing would get done without hand-holding, we called to get a status update, only to be told the ball had been dropped and the parts had not been ordered. That was yesterday. We continue to sweat like crazy, undergoing significant inconvenience not only for ourselves but also our small children and friends and family upon whose hospitality we have had to intrude. In the last 24 hours, my wife has written and faxed a letter (which I have appended below), and we both called to speak with customer service yesterday. I requested a call back from a manager and gave my phone number, and was told I would get a call late yesterday afternoon after an "internal training." I did not receive said call. Instead, a Team Lead, rather than a manager, called my wife this morning and was flatly rude to her. I called and happened to get the same team lead, named Josh. As someone who worked in exactly the same role for a telecommunications company years ago, I can say with considerable experience and expertise that he was the most frightfully unfriendly and rude customer service supervisor I have ever heard over the phone. He advised me that he was actually in the authorizations department, not the customer service department. I requested to speak to his manager and was flatly denied. I requested to speak to someone in customer care and was denied a transfer. Early in the conversation he had stated that he could have someone call me back. When I requested this route of service near the end of the conversation, I was flatly denied. I was told in no uncertain terms that the "glitch" that caused our order not to be processed was our problem, and no amount of inconvenience or discomfort on our part would change the fact that everything we've had to go through was not worth a subsidy of any kind from One Guard, who is clearly the party at fault and the reason for our delay. While we were soured about the internal level of service prior to the interaction, the over-the-top, in-your-face, historically rude conversation I had with Josh was what prompted me to leave this and other similar reviews on other sites. I am shocked and appalled that we have been treated in this way, and we will undoubtedly be taking our business elsewhere. Please do not use One Guard. You will regret it.
To Whom it May concern,
We've had a contract w one guard for almost three years and haven't had issues with prompt or attentive service from you until now. Last Tuesday (8 Days ago) we re-opened a claim regarding our AC (it is completely out). You dispatched Cool Blew to us very quickly, with an experienced and professional technician who quickly diagnosed the problem. By Thursday, my husband was presented with our options for what we could do to fix our unit (either a new coil or replace the entire system). We chose to replace the coil and understood that we are responsible for about $1150 out of pocket to supplement the cost of the parts and labor involved.
However, we do not understand how the rest of this claim has played out, and are extremely disgruntled. We understood that the order for the new part was to be placed once we spoke to One Guard and approved the out of pocket cost, which did not happen until the next day, Friday. With it being the weekend--with temperatures still in the upper 90's, One Guard (based in Phoenix as well) should have been diligent and mindful of the heat wave, not to mention the fact that we advised the reps we spoke to that we had just had a newborn baby who was already in the hospital once after birth because he has trouble regulating his body temperature at such a young age, and called us back immediately on Thursday evening as promised to get our approval, and confirm this out of pocket cost. No one called on Thursday as my husband was promised. My husband should not have had to call one guard on Friday
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