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| - Let me start this review by saying this could have been resolved had Paul Guerrero called me back as requested. Had our annual check up (always with CCM) and have always been highly satisfied, not this trip. Here are the issues the really frustrated my husband and I-
I placed the ladder in the closet for Juan (the tech) to utilize. I did that so there would be zero damage to our doors, or stairs which have been recently remodeled. Juan decided once he had completed the attic inspection to move the ladder which of course resulted in a huge scratch & paint removal on the closet door.
Juan walked down our new wooden stairs banging his bucket (yes really) which caused nicks in our brand new stairs...WHO DOES THIS??? I thought perhaps it was the tools in the bucket, but nope there were actually dings.
Juan left the caps off on the outside unit laying on the ground after he installed or tested the unit. Apparently that's also my job to pickup (again totally abnormal for CCM)
Juan then indicated that we needed to install a new capacitor on the outside unit. Last year I thought we had replaced the same part, so I contacted my husband. Lo and behold it was a different part (of course) and not under warranty. We purchased this unit from CCM in the last 6-7 years. While discussing this with my husband I said to Juan go ahead and replace it, next year I will do my service prior to the 1 year warranty expiring. Once I hung up he said "I'm sorry you don't like our warranties" in a demeaning tone. I feel that this technician was completely careless. He had zero respect for our things, and just didn't take any precautions.
Juan also left our AC unit running at 72 degrees when he left, when we typically keep it at 85 during the day. They've kept it running at a low temp while they were doing the service in the past, and I believe they typically change the temp back once completed. A simple explanation could have solved this issue.
I always see the commercials with Melvin, and that's exactly what he reminded me of. I would think calling back a long time customer, would be beneficial to a company. I attempted to reach CCM the evening we had the unit checked (31st) and several attempts on the 1st. The calling service told me the office opened at 7, however I called 3 times and didn't reach an employee until 8:15. The employee stated that Paul was in a meeting with the technicians and he would call me shortly thereafter. It has now been 3 business days with no call from Paul or any rep from CCM. A huge disappointment for a company that I have trusted, and referred friends and family to.
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