| rev:text
| - I have a service contract with Ace to do yearly maintenance on my AC units. Here is my saga :
(8/5/14) - First Attempt
Had a scheduled appointment with Ace today. They called me at work to let me know they were "on their way", and said they would be at my house within the next 30 minutes. I took time off work to come home and meet them. An HOUR later and still no one had shown up. I called Ace, and was told he was still "on his way." Is he coming from Tuscon? I needed to get back to work, so I had to cancel and reschedule. Thanks Ace for wasting my time. Don't tell a customer that you are "on your way" unless it is actually true.
One week later (8/12/14) - Second attempt.
Had an appointment for the 10am-1pm slot, and after speaking with someone yesterday, was told that I would receive a call when he is 15 minutes away. They entered notes into the system to emphasize the importance of a call and a timely arrival. I received a call around noon telling me he would arrive around 12:30pm so I left work AGAIN to meet him, only to have him show up .... at 1:15pm. I had to send him away because I needed to head back to work. My frustration is growing because they knew about the problems I had last week. The time he showed up wasn't even technically inside the 10-1 timeframe for my appointment. What does it take to get a person to show up when they say they will? We're not talking about 5 minutes late....we're talking 45-60 minutes late. Removing one more star from my review. Stay tuned for my next attempt.
PS: Asked to speak with the manager, Becky. Was told she was on the other line but would call me back. It is now the end of the day, and I never heard back from her. Starting to wish Yelp allowed for negative stars.
One more week later (8/22/14) - Third attempt.
First, the manager Becky never returned my call from last week. Had an appointment today in the 2pm-5pm slot. I worked from home this afternoon to prepare myself for them showing up late. I received a call at 2:38pm saying that I was their next appointment and the driver should be calling me shortly. At 4:45pm I called Ace to inquire why I hadn't heard from anyone yet. They put me on hold and tried to call the driver, but even they couldn't get a hold of him. 3 weeks...3 attempts at trying to get Ace to honor their scheduled appointments.
Fourth attempt - September
Took another half day from work , and the appointment was finally kept. Even though they units run fine, he still recommended $1,500 of preventative work, and then tried to get me to extend my service contract (even though I still have 3 years left). I have no words.
One of the most painful companies I have ever had to deal with. Period.
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