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| - I initially wanted to give this a 4 star; however, Yelps categorization of "Yay, I am a fan" isn't exactly appropriate. Quite frankly, I don't trust George Brazil. For clarification, The customer service and office personnel are GREAT! They really do try to work with the customer and they really do try to make things right... however, it is their service personnel that I don't trust. Two of the four that have came to my home have tried to sell me a new a/c unit and made rude remarks like, "Well I hope it lasts you another 4-5 years." This is odd because the unit air handler is under 15 years old and the heat pump is under 10 (there are houses from the 1970s with still working air conditioners on them and they are trying to tell me that a less than 15 year old (total) unit is already on the brink). I realize it can all be related to how well the system was maintained; however, I'm not buying it.
That being said, they were not overly pushy... just rude about it. Secondly, we never had any A/C problems at all until we decided to get on their maintenance plan. Then all of the sudden things started going out. Is this proof positive they did something wrong? ...no. In fact, I am willing to give them the benefit of the doubt and chock it up to coincidence.
My biggest problem with George Brazil is the service personnel don't seem to know what they are talking about when it comes to company policy. Case in point, I was told in the winter that my refrigerant was a bit low (not horrible but a bit low) and that I would probably need to have someone top it off when spring/summer hit (as temperatures affect the volume). I asked the guy how much they charged for that? He informed me that if I spent another couple of hundred and get their service plan that it would be taken of. I mentioned that would be fine as I was also concerned that the drain pipe may be plugged and need blown out. He said that would also be included. Thinking this was a win-win, I paid the additional amount and put my mind at ease until spring/summer.
When spring/summer rolled around I was called by George Brazil to schedule the service (as per the contract). Lo and behold, the new service guy arrived and stated the refrigerant and blowing out of the drain pipe would be an additional charge. I informed him that this is not what the previous guy said and proceeded to pull out the paperwork. He then argued with me about what the paper said. Since he was a bit rude about it, I called the main line of George Brazil (who reiterated what service guy stated but agreed to perform the tasks if I would agree to give up one of my service calls). This was fine (as that is what I thought we were doing anyhow). The management and phone service personnel were great about it and they were truly trying to make it right. Which is fine; however, the first service guy apparently suckered me into a contract on a lie (whether intentional or not), and when confronting the second guy he was rude about it. He even made suggestive remarks about what a nice home, television, and car we have. What's wrong with complimenting that? Well... it was done in a sarcastic manner with the insinuation that we could afford to pay him for blowing out the drain pipe and topping off the refrigerant (and it concluded with a remark of, "I sure wish I had those things."). Maybe we could afford it, maybe we couldn't... but when we bought into a contract on the basis that services were included... we expected what we paid for. He was just plain out RUDE about it!
They are now calling me to schedule another "maintenance" (probably with more hidden costs). I told them I wanted to cancel the service call but they still keep calling anyway. At this point, I don't even care if we are reimbursed for the unused service call. I just don't trust whoever they are going to send out (and I don't want other things going wrong within 2-3 weeks after the visit). I'd rather them keep the money and not touch it again. The company itself is great and customer focused but the service personnel need more training (and to understand their own service agreements, regardless of which service person was telling the truth). Plain and simple... I don't trust them anymore.
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