My grandmother bought an AC unit from this company about two years ago... We were having a lot of problems with the unit back in June and we called the company because my grandmother said that she had purchased the extended warranty on the unit. When we called they were very nice and told us that we were lucky because we had called within one month of the labor being covered under the warranty (parts were for 5 Years and labor was for 2).
They came out and fixed the AC, no problem. However when the technician went to get ready to leave he handed me and my husband a receipt for almost two hundred dollars! We told him what
we had been told about the labor and parts being covered and he made a few phone calls. After several minutes he told us that they had told him that the parts were indeed covered by the warranty but the labor was not and we still owed around a $100.00.
At that time I called the company and asked to speak with the manager. I told him about what the receptionist had said about the labor being covered for two years and how we had called just in time because in a month the warranty would have been up. We had even asked her several times if she was sure that 'everything' was covered, and she had confirmed it each time. He told us that the receptionist was new and that it was probably a misunderstanding and would be taken care of...
Today (Oct 28), the AC went out again and I had to call them again. Somehow fate destined me to get the same receptionist as the last time. As soon as I gave her my name and address she told me to hold and when she came back on the line she told me that I was no longer covered under any warranty and that the owner refused to service me anymore.
I went back and looked at the paperwork my grandmother had from the orinigal purchase and she paid alomost two hundred extra dollar to extend the warranty for the parts and labor. From the date of the orinigal instllation it has not been 5 years, so even though the labor warranty is out the parts should at least still be covered. I called back several times and tried to explain to the manager that I am aware at this point that labor is not covered and I'm willing to cover those costs, however the parts are still covered and refusing to uphold my warrenty because of a disgruntled receptionist is outrages and bad business.
Needless to say I'm not impressed either by the integrity nor the efficiency of this company, as I'm going to make sure that next time I have an AC installed its by a company that upholds its agreements and hopefully install the unit properly in the first place so I don't have to keep calling them. If you live in the Kerrville, Bandera, Comfort, or Fredricksburg area in Texas I highly suggest you go through another company, even if its out of San Antonio, in the end you'll save more and
know you'll have reliable service should you need it.
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