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| - DO NOT CALL THESE GUYS! I AM WARNING YOU!
PLEASE FIND A DIFFERENT AIR CONDITIONING REPAIR COMPANY! ANY WOULD BE BETTER! ANY!!!! This place has the WORSE, I mean WORST custom service I have ever had in my life. I am really trying to emphasize, this is the SINGLE WORSE EXPERIENCE, in any type of custom service (food, retail, telemarketing, door salesmen's, etc etc) I had ever experienced.
I live in Las Vegas NV and in 2016 was unlucky enough to have my air conditioning break down in June (averaged 100 degrees that month). My home warranty contracted me with L & S Air Conditioning for repairs and that's when the nightmare started. So I took a day off work for my A/C repair and was told someone would come between the hours of 8am-5pm! I live in a gated community and asked whoever answered the phone to call my cell (let's call this phone #2) and not the number on file (let's call this phone #1). I was told they put that request in and it will be relayed to the repair man. So from 8-5, I literally waited in my house staring at my cell phone. I called the company multiple times while waiting and was always told "oh he's on his way." Finally around 3pm I called and asked if they can contact the repair man (since I've been waiting for 7 hours) and was told the repair man called and I didn't pick up so he left and she could reschedule me for tomorrow. I was so upset, not only did I not want to take another day off work and wait another full day, but I believed I was being lied to. She constantly was telling me the repair man called phone#2 (the number I asked) but I had no missed calls and no voicemail left by the repair man. She would not let me speak to a manager saying "I can't do that" and would not let me contact the repair man. When the repair guy finally came (after constant complaining) he admitted he called phone#1. So not only is the customer service bad, but they are LIARS!
This was experience #1
So I must be super unlucky because my air conditioning broke down AGAIN in 2017 during the month of June and again my home warranty contracted me with this company. Hoping I just had a bad experience the first time, I decided to give them another chance. Again, the customer service was terrible. When I was talking to the person on the phone, a man this time, he scheduled me a random day for repair, when I asked if I can do another day, he became very defensive, as if he took it as a personal insult that I asked for another day. He then tried to schedule me a month away staying "well you can't make the first date so this is your only choice, is that what you want" with the worse attitude. Again, I was not allowed to speak to a manger when asked.
The final insult came a few months ago, I got a letter staying I owned $65 for co-pay or will be sent to collections. After calling and stating I paid this already, they told me not to worry about it. About 1.5 months after that I got a final notice stating I haven't paid my co-pay. I had to go into my bank account, send them a copy of the check that they cashed and had to show them the transaction that the $65 was taken out of my account.
I have since changed my home warranty insurance and will never work with this company again. Fool me once shame on you, fool me twice shame on me, and I learned from my mistakes. I will say, when the repair man did come, both were very professional and pleasant. Some advice to this company, whoever you hire to operate the phones, please train them in customer service, and only hire people that want to be there.
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