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| - I can honestly relate with almost all the other reviews (negative). We had our unit installed back when they were American Home and were completely satisfied with the service. They came out every 6 months like clockwork and were always very attentive to any issues. We knew the staff by first name and the customer service was amazing.
Several years ago when they became Orangutan, we started noticing changes in scheduling, service techs, etc. It appears, or sounds like, they now have a call center that calls to set up appointments. Some guy called and left a message that it was time for our PMA. I called back got someone else who put me on hold and then the call was disconnected. I called back and spoke to a third person who scheduled me for a Tuesday. I said since when do you come to N. AZ on Tuesdays? It is normally Wed or Fri? Oh, no, we come to your area every day! OK, things change so I took the appointment. While talking to this person I have another call coming in from them. I hang up with her and answer the incoming call and it is the same guy who called and left a message the first time. He doesn't identify himself or anything and just says, "so what did you decide?" I asked who he was and it was something on the order of DUH, I'm calling to see when you want your A/C serviced. I advised that I just hung up with someone else and asked him if he could double check that they are coming up the N. AZ on Tuesdays. He laughed and said, "why wouldn't we?" I just left it at that, marked the appointment in my calendar and figured they were either going to show or not. Amazingly enough, the following day I get a call from.....you guessed it, Orangutan! Oh, we don't come to your area on Tuesdays, so I need to reschedule..........sigh.
So today, the Service Technician shows up. Zero percent customer service skills. He walked over to the thermostat, turned it off, went outside to the unit and gave my husband a laundry list of things wrong. He never tested the air flow inside or checked the filter, which they have always done in the past. Nothing! He spent a total of 10 minutes "work," came in and sat down to do his "receipt" for us on his phone and then went and sat in his truck in our driveway for almost half an hour.
Last December we returned home from a trip out of town and walked into a 58 degree house. We called and were advised that it would be the following week before anyone would be in the area. Are you serious? Oh, we are VERY busy. OK. The next day my husband went out and replaced the fuse and voila, it worked! We kept the appointment given us, as we wanted to see if there was something else going on that blew the fuse. The tech shows up the following week and gives the unit the big okey dokey and said he couldn't find any reason why it blew. But let us know if it happens again! Well, it did. And that is an even longer story......but you get the point.
The last 2 years every tech that has come out has tried to hard sell us on everything from a power surge unit, duct sealant, and 6 months ago they wanted us to buy a whole new unit. I sincerely regret taking out an extended PMA plan with them last year. I will be pursuing getting our money back, but I know that will probably be a lost cause.
I normally try to see the good in everyone and everything, but seriously, I have nothing good to say about this company anymore. If you are looking for A/C maintenance company, look elsewhere!
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