| rev:text
| - If I could give zero stars...
I'm not one to write negative reviews, but others need to be educated on this company. Because this was one of the worst service experiences I've ever had.
I originally had an appointment with them on the 9th. John, the owner perhaps, called me on the 6th at around 1pm to see if I could do it same day because "there is a big repair job" being done on the 9th. I said, sure that works out better for me anyway. He says 330-5pm a contractor would be at my place and they'd call 30 min prior. 430pm rolls around and no phone call. I call John, no answer. 5:10pm now and I'm frustrated so I call and leave a voicemail expressing my frustration about the no-show and no-call. He calls me back and explains that there were 2 other jobs and that I'm next. Asks if it would inconvenience my night (it was clear to him that it did). I took a minute with him on the phone pondering my options and when I asked he said a *reschedule* would put me on the board for the 18th now!! That was strike number two. I really should have just canceled at that point.. So after a minute of keeping him on the phone again and thinking about my options, I said ok, let's go ahead and get it done despite it being a thorn in my side that they were late and outside their window.
535pm, the tech shows up. Goes straight to the compressor unit and takes off the covers and does a power check. Does another thing or 2 for 5 minutes and then decides to close up the covers. I asked if everything looked good. He said yea. I asked if the refrigerant was low. He looks at me and says "Has it been low in the past"? I said yes, I added some last year or the year before. So clearly, he hasn't checked it at all. So he goes to his truck and gets his gauges. He checks it and then says he's "going to get a rag quick from the truck". About 3 minutes goes by and I decide to go out and see if maybe he tried to ring the doorbell and couldn't get back in. I see him at the truck with his logs and he's on the phone, apparently calling One Guard (my home warranty co). He didn't take the time to explain to me the situation. Instead he lied about getting a rag and was trying to squeeze in a call to One Guard to see if refrigerant was covered on my plan before establishing a plan of action. Strike three here for me. I stand by listening. He can't get a hold of the One Guard rep that approves these decisions so he figures they're closed (it's after-hours, remember?). He calls John, and explains the situation. Guess what John says. "Reschedule".
That's when I lost it, internally at least. When the tech got off and told me that, I said "Nope! cancel everything, and I'm not paying for any of it." I told the tech to wait while I called John and I gave John a piece of my mind:
Bumping me off schedule for a higher paying job and asking to reschedule same day, only to be late and not call at all. Then, your tech doesn't know that after-hours he probably can't get a hold of a One Guard rep?!! And he lies about making that phone call to begin with? And then, you're telling me to reschedule after all this heartache? Wasting an hour of my Friday evening only to tell me you don't know that the warranty company closes at 5pm? And then telling me I lost my original slot?
A good company would have paid the $40-50 of refrigerant OUT OF POCKET instead of making a customer irate about this nonsense. This company clearly cares more about profit than it does about its customers.
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