My recent dealings with Service America has been one of the worst encounters I've ever had with a "service based company"! Mind you I have been a customer for several years. After having the water heater replaced I placed a service call because it seemed that there was still air in the pipes. Now, to me it would make sense to send the same tech that did the installation. Nope... They sent another tech that will remain nameless, and he came in the house listen to the sounds when the water went on and off and said, "don't know what that is" said he would contact dispatch and send a specialist. Hmmmmmmmm, I thought he was a specialist? He was in and out of the house in 3 minutes! Later I discover he never contacted dispatch. The story now takes a turn. I'm trying to talk to someone other than a scheduling clerk because I am furious and NO one at that level would help me. So I went on their website to find out how to place an executive complaint, or to talk to the president. As I suspected, there's really very little info on that subject. John Mount is the president and good luck trying to talk to him. My take away, he sits in his "ivory tower" and doesn't take calls from customers, who by the way pay his salary. I ended up with Tracy who works in the office of the president.in the end, I wanted to cancel my contract and get a refund. Well that's when things went down hill fast. The company now deducts $70 for every service call you've made and my refund would have been about $50. I was expecting a $265 refund. There's nothing in the contract the states that. After days of working with Tracy, who in the beginning was ok to work with, but in the end, was a total disappointment. Not returning her calls when she said she would and thinking an apology would make the situation better. Well it didn't. This is a customer service company and ALL they have to offer is CUSTOMER SERVICE. There are so many things wrong with this company I could go on for days. The bottom line is that they're not the only game in town and as soon as my contract expires I will go with another company. John Mount, as president, you should get involved with your customers, it would have gone a long way with me! Shame on you!!!
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