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| - Stay away from this company.
I have been dealing with a misdiagnosed problem with my A/C unit for weeks. We filed a warranty back on August 3 and a worker came out on August 5 to examine the unit. He had no explanation why my unit was running constantly and yet only cooling to 86 degrees. He suggesting adding a pound of refrigerant to a 10 pound unit. I told him I completely disagreed with his diagnosis but there was not getting through to this guy. His statements of "They don't make 'em like they used to" and "It feels fine in here" were not very reassuring. I paid $175 for this assessment and wrote on the bottom of the receipt that he did not address the problem.
We were on vacation from August 6 until 13, and when we returned I was not shocked to see our house cooled to 86 degrees. On Sunday, August 13, I contacted American Home Shield again and they told me they had to call out CMI, which I requested they not do, but they told me we had to. On Tuesday, August 16, the worker told me they would be there between 11:00am to 2:00pm, but he ended up showing up at 7:30pm. He was able to diagnose there was an issue with the valve and wasn't sure how the original worker missed this significant issue. He said he needed to order a new valve and it would be a couple more days. On Thursday, August 18 at 9:00am, another worker showed up and replaced the valve.
The unit worked for a few hours, but I quickly noticed the temperature inside the house getting warmer. By Friday morning, I was back on the phone contacting American Home Shield, they once again told me I had to use CMI and another claim was filed. I contacted CMI and was told they had no appointments for Friday, but they would send someone out today at that I was their forth call of the day and they worker would call me when he was on his way.
Well, its 6:00pm on Saturday and I've heard nothing from CMI. Our house is currently at 90 degrees and we shut the unit down because it simply does not cool the house any better than leaving the unit off. This has been a consistent stream of missed appointment with zero communication to the customer. It has also been a routine mixture of employees who cannot seem to diagnose and fix a 10 year old A/C unit, which is rather concerning if I owned your business. We rescheduled our work schedule and had to miss medical appointments to make sure someone was here in case a CMI actually worked showed up to work on the unit.
To both companies American Home Shield and CMI, I am filing a complaint with the Better Business Bureau but judging by your track record, it doesn't seem like you care very much about your rating. Additionally, I have posted this same track record of events on Google, Yelp!, Twitter, Facebook and other social media platforms.
I have been asking to have the owner of CMI, Marvin Koskela, to call me but I haven't heard from him. I want you to call me to discuss this and to figure out how you are going to address this significant issue.
I was also asked to contact social@ahslink.com through Facebook and Twitter but I have not heard a response from AHS. This is also simply acceptable for the Customer Service representation of AHS. It doesn't appear AHS contracts their services with low bid contractors. I will be cancelling my AHS once this issues has been addressed to my satisfaction. I would prefer to not have CMI return to fix this problem, but I have a feeling you'd tell me I have no option. My guess is that you won't contact me. I will once again be calling AHS after I'm done to file another complaint, which will also go unanswered.
I have family of 3 children who live in this house along with me and my wife, and to be without air conditioning in the middle of the summer in Phoenix is simple deplorable, as I am sure the Koskela family has not been without air conditioning for weeks.
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