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  • Rude and HORRIBLE customer service!! I contacted my Home Warranty 2 days ago about my Air Conditioner and was assigned Old West Builders. The email confirmation from my home warranty company said I would get a PHONE CALL within 48 hours to schedule a "mutually convenient appointment". That didn't happen! I got a text message and an email at about 3:00 yesterday afternoon telling me my appointment window was between 6 and 10 am this morning. Giving me less than 24 hour notice. I responded to the text message, responded to the email and called and left a voicemail wanting to change the appointment window. NO response. And the technician never showed up this morning. So I was up by 6am waiting for a tech that never showed. I called Old West this afternoon to find out what was going on. First I talked to a girl who seemed very confused. The a second girl who gave me the wrong house number. Finally the "supervisor" who also happens to be the owners wife came on. She was a bit snotty from the beginning and got more and more attitude as the call went on. I was on the phone with them for 20 mins, 15 of them were me sitting on hold waiting for them to find my info or come back to talk to me. I was told that technicians are only available to come to my house between 6 and 10 am because they start their day on the South side. So much for a "mutually convenient appointment!" The supervisor, Ashley, told me she would be calling me at 4:30 in the morning to let me know what time the technician would arrive at my house. When I told her that I most likely wouldn't answer the phone at 4:30 in the morning she took that to mean I wouldn't answer the door when a tech came. To which I told her that's why I NEED a later appointment. I don't start my day that early, I have my own job as well. She didn't care. I had to work around THEIR schedule because she's up at 4am every day. Throughout this call she kept cutting me off, wouldn't let me finish a sentence and then called me a "miss snotty pants" because I wasn't happy with what she was telling me. As soon as the name calling started I snapped. I yelled back at her and told her I didn't need her to repeat herself, I would not be answering a phone call at 4am and that she could cancel appointment. I had to tell her probably 6 times to cancel my appointment and to take me off of her list. I am so angry I'm shaking! I've been in customer service since I was a teenager, you NEVER call someone names or talk over them when you're trying to resolve any sort of issue. UNACCEPTABLE!! I contacted my Home Warranty company and they are going to report Old West Builders to their team to see about removing them from their list of approved contractors.
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