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| - Preface... it's August and 107° outside. As all air conditioning fails happen, ours was quick and painful. After getting quotes from other companies we had Dukes come out to check out our unit for possible replacement. Robert was great, came in, did his measurements and before long gave us a quote. I told him we needed to work on a budget as we didn't expect to be having another big payment. His quote was approx $5800. Although it was more than what we were hoping, we decided we couldn't put off not having air. This was on a Friday at 4pm. Robert said they can have the unit installed on Wednesday. What?!? What are we suppose to do for 5 days without air in 100-110° heat? He apologized and said that's the earliest they can get it installed, but he PROMISED he could provide a portable air unit Monday evening after the installers finish with another job they had "even if its after hours, I don't live far so I can drop it off" he said. Very hesitant and a little frustrated we agreed we could wait out the weekend and get some relief on Monday. Today is Monday. Anxiously waiting for Robert to call and let us know when he was dropping the portable by the house. 5:45 pm and still nothing, so we called Robert on his cell. He says the installers were still working on a previous job and we would have to wait until now Tuesday for the portable. WAIT?! What?!? You want to now have us wait another day for any kind of relief when we are spending $5800 with your company??? And you weren't even going to call me to explain the issue??? Does Dukes only have 1 portable unit? No, he said. We have 3. And no jobs were finished today that had a portable. Again, he said no. Leaving me with no alternative but to get upset because my family has been stuck in a 95° house at night for now 3 days. What are we suppose to do I asked. He said he can bring it by tomorrow when it's available. Which by the time someone would be available to let him in the house wouldn't be until 5pm Tuesday, it seemed rediculious to even have it at that point. Robert have me no choice but to threaten to cancel the card I used for the security and cancel the contract to find another company. Only at that point did he offer to call the installers to see if he could come get the portable and drop it by the house. Of course, it was available and he then dropped it by within the hour. Great! That's what should have happened in the first place, why do I have to get upset and take time out of my work day to make follow up calls for something a company PROMISED! We now have the unit in our room cooling it down to a semi livable temperature. Still 85 in here but it's manageable. However the unit we got I think is missing some pieces.. there is a tube that comes out of the back to vent the VERY hot air it produces, but it was just very loosely taped on with heat tape, and of course came apart 10 min after having the unit dropped off. I have now used a half roll of duct tape just to keep the hose on so lava hot air doesn't pour into our room as we sleep. I really hope the installers are able to make this experience better. So far 2 stars which I hate doing. Update to follow after the unit gets installed. I hope someone at Dukes reads this and is able to fix this for future customers. Not sure there much they can do for me now. But we shall see.
Tuesday Update... Christie from finance called (Super Nice) to set up all our payment info. However the price we were quoted, was not what we were paying due to an additional thermostat that was required for our financing. Luckily, without me having to get upset Christie realized what the issue was and worked it out very professionally! Nice job Christy you earned a star back. 3 stars thus far... Tomorrow is the install.
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