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  • Update to below: The owner called me personally to apologize, which means a great deal to me as I value honesty and a desire to improve customer service. I regret that I was unable to work with the company as the owner seemed genuinely nice and willing to help, but was caught up in circumstances that could not be controlled (employee who didn't answer the call phone at night, and the email message not getting relayed until morning when it normally goes immediately to a switchboard). They should be called on THEIR time. Our thermostat died sometime between 11pm and 12am Friday night. I searched around the internet and saw that this company advertised 24/7 service and did not charge for night/weekend trips. On their service page, they even state that if you need assistance in the next four hours to please call and not use the appointment generator. So I called at approximately 12:15, left a message on a voicemail identified as belonging to Jeremy, and began waiting. The house grew hotter. We moved ourselves to the coolest part of the house and tried to sleep on an air mattress to stay cool. I woke up at 3am, still having not heard back, so I left another message for Jeremy at 3:15. At this point I'm literally ill from the heat in the house, but exhaustion forces me back to sleep around 4:30, and I wake again at 6:30 to no call. So I start looking for anyone else. At 6:55, I actually get a call back from Jeremy. Six and a half HOURS after the original contact. I ask him why since they are 24/7. He said he was sleeping. Well, I'm so glad that Jeremy believes his sleep is more important than customer service and getting a new client. I know now why they don't charge for the premium time frames; they do not come out during those times even when called. Please don't advertise a service that you do not provide.
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