I originally asked fortheir "Gold Promotion" on both of my A/C units = since I had just purchased the house and they looked older and I wanted = them thoroughly examined. The technicians arrived and commenced the duct = cleaning on the first floor while they examined the units. After about = 20 minutes they declared that my units were "broken" and not worth repairing. I queried them numerous times about what components weren't working, or at least what symptoms show that the unit isn't repairable, and they kept repeating that they were simply broken, low quality, and inefficient. They also said that the Freon pressure in one unit was too high and the other was empty due to a leak so it wasn't worth adding any into either unit.
They asked how to move their machine to the back of the house to clean the drier vent, and since I had just installed it a week earlier I figured it was clean and told them not to bother with it, thinking I was doing them a favor.
After this they measured the vents for the filters and offered to write an estimate for new units. An hour and a half later they asked for a pen so they could write down the numbers they had come up with. When I saw their scratch paper I asked them to write a more official estimate that I could actually understand, so they filled in blocks of my invoice for new units on the order of $7,000.
At this point I was quite frustrated with the service provided and had to leave my house for an appointment. They still hadn't cleaned the vents in the second story, but since it appeared to me that my shopvac would do a better job than they would, I told them to just deduct the price from what they were going to charge me. I pulled out the ad that showed what I was supposedly paying for and went line by line to show them how little was done from the list (whole house air duct cleaning, new filters, dryer vent cleaning, and a complete tune-up including system diagnostic, cleaning drain lines, adjust Freon, etc). I was told there were no drain lines to clean and that the diagnosis was simply that I needed to buy two new units from them. The only thing that had been done reasonably well was the first floor vent cleaning which would have been $18 if I had just ordered that.instead they charged me $133.56, which I'm not exactly sure where than number came from but it involved an $18 credit for the upstairs vents and the military discount. I complained that I shouldn't need to pay that amount but was told that they needed the invoice signed to leave the property and I could take up the issue with your office for a refund. Being frustrated and in a hurry I signed the invoice and left.
About 30 minutes later, still furious at having paid so much for so little, I got a call from your office asking how the service was since the techs were new. I explained that I wasn't happy with their work (at this point not knowing how wrong they had been or that I still wouldn't have received the filters a month later) and they offered to send out another tech for free. I agreed and they put me on for their next available appointment where I would be home, May 1.
I had already arranged for another technician to give me a second opinion and he came out sooner than May 1. After a few minutes of looking around he figured out that the coils were simply dirty and after a couple hours of work had both of my units working fine. The second floor, which according to Mo and Rich had no Freon, needed less than a pound and the leak was easily fixed with a new fitting. This technician took the time to show me the components that weren't functioning properly and what he could do to tune them.
Since my units were now functioning properly and I realized that the first people they sent were either lying to me or incompetent, I called to cancel the service call scheduled for May 1. I spoke with Jessica and after being on hold and hearing about their customer satisfaction guarantee for 10 minutes I was told that she could not refund the money but would cancel the appointment and have her supervisor call me. May 3 I got a call asking why I had missed my service appointment on the 1st, and when I explained that I had cancelled it and wanted a refund I was told that it was against company policy. Again I heard all about their customer satisfaction guarantee for 10-15 minutes while on hold but in three months haven't seen any efforts to resolve this. I believe I was speaking with Barbie, and while she was very polite and apologetic, she said there was nothing she could do for me other than writing an email to the owner of the company explaining the situation. I asked her to do that and gave her my email address to CC me on the email. I waited another two months and still have not seen any email nor have gotten any feedback.
I paid $133.56 and believe I should only have paid $18 based on what the technicians did. I wish I had read the hundreds of horrible reviews online and not just believed their lies about being #1 in customer service.
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