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| - I really wanted to give this company 1 star or less if I could, but there were a couple of good people that tried to make things right and because of that, +1 star.
I had issues with my house with a ceiling fan, light fixture and 3 electrical outlets. Ideal services was contracted to me through AHS. Najee called me quickly to setup an appointment and was very professional.
Chad and his apprentice Nathan came out to diagnose the issues on a Friday. My ceiling fan and light fixture would sometimes operate and sometimes would not. My electrical outlets worked in the room and along the line, it stopped giving power from one outlet to the next, and the sequential 2 outlets after that also stopped working because of that. Chad told me that the outlets would be a big job, and he would need to block out a day to take care of everything and that home warranty would cover it all. I asked when this could be done and he told me likely Tuesday, and no later than Wednesday. Up till this point, I thought I'd be leaving a 5 star review.
Here's when everything turned sour. I called the following Wednesday asking what was taking so long, when I was promised the job would be completed by that day. They apologized and scheduled me for the following week between 2-6pm (I forget which day, but considerably later than I expected and was communicated to me). This seemed odd to me as I was told previously that this would be an all day job. I should have asked at that point, but I thought maybe Chad had previously over estimated the time needed for the job and maybe if he showed up at 2pm, he might be able to make it work. I told Najee that I needed a call 30 minutes in advance in order to be at the house in time.
I called at 1pm to see if there was a more accurate estimate on when Chad would be able to arrive. I was told he had 2 more jobs before mine and was running late. I re-iterated that I needed a call 30 minutes prior to them showing up to be present at the property. I got a call at 5:15pm saying they would be there in 10 minutes. I told them I needed 30 minutes, but I might be able to arrive in 15-20 minutes depending on traffic. He replied asking if I wanted to reschedule or continue with the appointment. I told him to hold on a minute while I discussed the situation with my wife. In the time he was on hold, he called his office to have me rescheduled. When I came back on the line I told him I would like to take care of the issue that evening because I needed the job completed as I had tenants moving into the property. He told me that wasn't an option anymore and I had no choice but to reschedule. I asked him why we had such a late appointment in the first place when he told me previously that it would be an all day job. He told me that home warranty would not approve the electric outlets even though my policy clearly states all electric issues. He then blamed the warranty company for not communicating that it wasn't covered rather than not taking the responsibility of calling himself! Keep in mind this was 2 weeks after the initial meeting where he said it would be covered. He told me that his conversation with home warranty and the denial was that same day he diagnosed the issues yet he didn't bother telling me when I had tenants moving in! In the 2 weeks, I could've had someone repair the issues! It was a bad situation turning worse and I told him that I just wanted the other issues dealt with tonight as previously scheduled. He then told me that they had an on-call crew for situations like this and HUNG UP.
I called the office and told them what Chad had said, and it turns out the on-call crew is for emergencies like possible fire hazards, rather than a light or ceiling fixture needing to be replaced and that rescheduling was the only possibility. I was so frustrated that I was getting the run around and explained to Najee how this level of service was baffling and unprofessional. She continually tried to call Chad and was unable to get a hold of him and she even agreed its likely because he didn't want to work anymore! After pleading my issues, she agreed to dispatch Riley who was on call. This is where things improved greatly.
Riley had to meet with Chad to receive the replacement ceiling fan and light fixture. He then arrived in a timely manner and was quick and efficient at fixing my issues. He also explained his own pay structure and it all made sense why Chad was so reluctant TO DO HIS JOB. Because of the contract with AHS, technicians collect the fixed service fee ($75), despite the complexity of the job and that's what they get for the labor. AHS provides the hardware that is used to replace the defective parts. Because I have 3 jobs under one service fee, it's obviously a bad deal for Chad because he gets the same amount of pay for a small job vs the job that might take his entire day. This is CROOKED and shows DISHONESTY with Chad and the company. DO NOT CALL THIS COMPANY if you have a choice.
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