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| - On 06/27/18 I called Sierra LLC's emergency line at approximately 5:45 am due to my air conditioner not functioning hoping to get a technician out before the temperature surpassed the 109 + degree predicted weather for the day as my house was already at almost 90 degrees. The "emergency line" told me it was not an emergency and to call back when the company opened at 7am. If your air conditioner not functioning in the middle of summer, with heat warnings, is not emergent enough to even take my name and number or to schedule an appointment, I would like to know what this emergency line considers an emergency, perhaps I should have waited for my AC unit to catch fire before calling this line.
I ended up calling another company to service the AC and from the second I called they we friendly and provided wonderful customer service and immediately scheduled for a representative to come out when I would be home. Unfortunately there was a lock placed on the air conditioner so they needed to retrieve the key. As my luck would have it, the last company to service my AC was Sierra LLC the same company I had attempted to originally call so I thought perhaps I would contact them to see if they had the key available since they serviced it last and to hopefully speed up the process as it was now more than 102 degrees outside and the house was heating up quickly.
The representative was friendly enough until I started to place my complaint about their "emergency line".I was then told that they needed to verify my claims as that is not how they run their family business seeming to imply I was not being honest about what had occured. I don't know about those of you reading this, but sitting in a hot house in the Las Vegas weather is not my idea of a good time. All I wanted was to know if they had a key available and even though they are supposably running a special that allows a technician to diagnose AC issues for free, they wanted to charge me close to $50 to have someone come look at the locks on my AC to decide if they had the keys or not. After requesting to speak with a manager multiple times and them checking to make sure I was not lying about my experience with the "emergency line"(which surprise, surprise I wasn't), they said they would waive the fee for someone to come out. I was never able to speak with a manager during the initial call because every time the phone rep spoke with her she was magically in another meeting that could not be interrupted.
I was extremely clear with the representative that I did not want service from them, I just wanted the locks removed and verified there would be no charge for that specific service and I was told no charge. I ended up speaking with a manager by the name of Susan after the phone call ended, who also said they would waive the service fee but when the tech showed up it was a whole other story.
Not only was the tech defensive and impolite from the start (not knocking when re-entering the house on more than one occasion and smoking while outside on a phone call, so now my house also has the lovely scent of cigarettes on top of being hot and stuffy) he informed me that there would be a fee to have the key brought which they happened to have quite quickly for no one having any idea what I was talking about on the phone and them saying locks were not placed on units. Susan (the manager) even told me she asked people that had been there for 30 years and they had no idea that locks were placed on AC units.
When I informed him that I was told there would be no charge by Susan, he stepped outside to make a phone call and this is when he came back in to inform me there was a charge because the people on the phone didn't know about the locks or what it was.
So apparently even if you get verification from a manager that there will be no fee, there could still be fees and that is acceptable because as the tech said, they don't know about the units or locks at the call center...
So in summary, if you like companies that do not have a real emergency lines, lie to you, provide poor customer service not only in the call center but also in person, and on top of all of that have techs that smoke outside trailing their stench into your house; this is the company for you!
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