3 years ago, we bought a $7,000 Trane heating system from Willis Heating and Air, under a 4 year parts warranty. After 3 years, the heating system broke at the end of Dec. 2009 in 5 degree weather. We had to use Willis because of the terms of our parts warranty. Here was our experience:
Day 1: A technician came out to our house and, after charging us $89 for a diagnostic, said "Sorry. We don't have the required part on our truck, but if you give us an extra $100, we can have someone go unlock the warehouse and get the part today. Otherwise, you will have to wait another 5 days." Before he left, he made us pay a total of $189 for his work and said the second visit would cost another $122 (NOT including the extra $100 charge that we declined for immediate service).
5 Days Later: Another technician arrived, installed a hand-held part in about 15 min, fixed the unit, and charged us the extra $122.in total, this was a $311 cost for a 15 min job (for a part that was supposedly "under warranty"), taking them 5 days to fix it in 5 degree weather. When we complained to management and customer service, they were very hostile and very argumentative.
This experience consisted of a routine call for a routine service, and I am posting this because I believe that this could happen to anyone who deals with this company. We have disputed the charges with the company and we are not taking this lightly.
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