Ok... Local San Diego friends. Here's the scoop on this particular AC/Heat company coming from an educated Registered Nurse. I simply started out calling on a 'coupon' to have my ducts cleaned out at my condo. Long story short, 3 condensers and 5 thermostats later, I have heat! Thanks only to one of the best techs the SD branch has so far! I was spoken to in a condescending manner, I was called a 'racist' by a "black man" in Customer Service / they blocked my calls to the toll free line, I was told, basically, that I was not an "educated consumer" because I didn't know the difference between a split system and a heat pump, I didn't have the IQ to understand a digital thermostat.
They were growing weary of me and I them! But nurses tend to have this agressive streak (lol) or maybe it's just me. I have medical conditions necessitating heat and cool, which should not fluctuate extremely.
I can already tell you that everyone down from Mark (owner/CEO)/Tony (told me I was a racist!)/Angela (manager who doesn't return my calls in Warranty)/Lewis (Corporate Level Customer Service Manager in Florida)/ many dispatchers (Andrea, Robert), Rich and Matt (advertising and VP to CEO/owner), are all in need of a re-programming on 'customer relations and public service'.
THIS IS NO LIE! It all started on July 14 and today is Dec. 29. And all I wanted was duct cleaning! I have now paid $2,425.00 and have had 14 ACTUAL service calls to my home, a visit from the City of Carlsbad, a private electrician I hired to assess my wiring from the breaker to the outside box. That doesn't include the times that there were several 'no-shows' after waiting all day.
When I was able to navigate my way to Mark Berch's own office phone, he was shocked that I had already asked for 17 service calls and that was about 2 weeks ago. I had 7 visits in the month of Dec. Alone!
It was not unusual for the techs to be extremely late and also work until midnight (no fault of theirs... Over-booked, not enough time for each job/dispatch constantly calling and bugging them). Being under warranty, I was actually told by the San Diego current manager if I called again he was going to charge me a service call! I know he has his hands full cleaning up bad jobs, but if the fire is too hot, get outa' the kitchen! Bottom line, techs are HIGHLY undertrained and there is no continuity. Most of them know NOTHING about electrical work which is absolutely a MUST!
The ones that are 'good' either quit or are demoted or fired, because I am assuming they do not feel 'right' ripping off the customers! I am dealing now with a whole different manager and a whole team of techs than from the beginning. They had sold me 'bits and pieces' of a system, instead of a whole functioning system. Then the charges accumulated when the system still didn't work properly (today $427.50 after a 10% discount from HIS already low 25% commission). They do not want to service you and stand by their warranty. This has been the most horrible experience of my life and I have been through a lot! When you finally don't give up and 'pester the hell' outa' them, they react. An "I'm there for you" attitude quickly turns sour when they have to keep coming out fixing bad jobs.
KEY HERE. Kinda' like in patient care: CONTINUITY/SKILL/TRAINING/and a desire to be honest, have integrity, and care servicing the clients. Which this company does not! I hope when the Berch's wives are cruising around in their Mercedes, they have a 'clue' where the 'money' comes from. And shame on you Mark Berch (a one time Leucadian).
Thanks to all those who WERE helpful and honest and caring (and you know who you are... Only a few!). But it ain't over 'till the fat lady sings... Still need to 'straighten out' the Warranty Dept as they want my warranty to start from last July (lol)!!! I'll be calling again, Angela Dougherty, or my attorney will!
RN/Certif.
San Diego, California
U.S.A.
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