5/25 First visit, here less that 10 min... Tightened screws said that should do it, it just appeared to be loose.
5/30 Came back out because it wasnt working correctly... Said it was bearings and motor. Will order parts.
06/01 Came back out to install bearings and motor. Came down stairs with squirrel cage... Now we need to replace it. Due to cracks. Said they would check and see if they had it, if not he could get it tomorrow. He would see me the next day.
06/02 When he hadnt show up by mid day I called had to leave a message with tech. Shortly the office called back said they were gonna have to order part. They would see me Monday between 9-1.
06/04 At 1:30 I called the office a young lady got my info and transferred me to Sam Sampson. Who got on the phone VERY RUDE hollering they they didnt know when they would get the part or how long it would take, and he had to much to do that to fool with me. I hung up on him. My husband called to speak to him leaving his work number.instead Mr. Sampson called me back still rude and accused me of being ugly to his employees and himself. That is not true. I have been nothing but nice to all of his employees. And never had a chance really to speak to him because of the way he acted and spoke. I hung up on him again. He called my husband with some comments that were not appropriate and told him the part had been ordered. He also made the comment he could just condemn the the unit and charge us $700.00 to put a new one in. (this and the unit still under warranty) AHS had also been told the part was ordered, but no idea when they would get it in. It didnt appear they were even going to let us know.
06/05 Message left, nothing.
06/06 Message left. They still dont know when its coming in.
06/07 Part was not ordered because they didnt have the serial number or the model number. How was the part ordered Monday? They will be back out tomorrow to get information.
06/08 Tech came out at 9:45 got information. Says he is gonna get this taken care of. Husband started leaving messages at 3pm. I contacted AHS they were told they didnt know anything because they had no paper work from the tech. I spoke with a supervisor Cindy who called and was told the parts had been ordered and it would be 3 to 5 business days.
06/11 no parts
06/12 parts will be in tomorrow.
06/13 Have us scheduled for 9-1 (didnt tell us that... Husband was told that after he called to check and see when the part would be in, so he comes home from work) No show, no part not sure when again
06/14 Husband calls the part has come in!!! Tech is gonna pick it up and be there after 1. PROMISED! So he calls me to come home from an air conditioned house only to wait five hours and no phone call. He calls them back well the tech didnt get finished in time. ARE YOU KIDDING ME? Get a call from a tech supervisor who says this is the first she has heard of all of this and she is so sorry but the tech will be here tomorrow she swears!
The initial call to AHS they were told this was needed to be emergency call because of my health. According to AHS since Air Go knew that they would come out in 24 hours which they did on the first call. The part did come in and they didnt come out as they PROMISED. The tech did come out the next morning and beat and hammered on the back of the truck for awhile waiting on a supervisor that I requested. Well the sup didnt show up so he installed it anyway and left. IT WAS NOT WORKING! Can you believe that. So another tech who claimed to be a manager came out and worked on it with problems. Claimed it was blowing something out / then claimed it was wired wrong. It took him a couple of hours and he finally got it working... But couldnt answer how the other parts were ordered with out serial number and model number... But did tell us they have had trouble with the tech before, and that they were gonna have a meeting with the tech to go over what has happened. Claimed they would have the owner call us back with some of the answers.
This is the response the company gave to the BBB regarding my complaint while still with out air. RECEIVED BUSINESS RESPONSE: I guess that after all that we have done to try to make this homeowner happy it just is not going to satisfy her. Also I would like to say that the original company that installed this unit told her that the part should be able to pick up anywhere. This was and is a classic example of were the customer is not ever going to be happy. I talked to her husband after she would no longer communicate with me and he seemed to understand that this piece of equipment was hard to find. We spent days trying to make this right and Mrs K is never going to be satisfied. Again we are not perfect but had she not had this warranty she would have had to deal with the company that installed the unit and they would have had to deal with this issue and not us. We spent way too much time and effort after the original company either would or would not honor the equipment that they installed. Needless to say she is never going to be happy with Air Go.
I wouldnt speak to him any longer after he was so RUDE to me. Our first phone call I didnt breath first and he was screaming at me. The second call in which he was suppose to be contacting my husband was not any better.
They spent days because it was their error from the first trip out. They didnt obtain the information they needed to get the parts, lied to us, lied to american home shield... Who by the way had us use this company. The company who installed it is a member of AHS however AHS uses who ever pops up as available to handle the call. My husband understood the part was hard to find, because at that point told us and AHS it had been ordered. Only for us to find out a week later you didnt have the serial number nor the model number to order it. Your comment that you spent way to much time and effort only goes to show if you had done your job to begin with none of this would have ever been a problem. It also goes along the same line you spoke AT ME, that you didnt have time to fool with me in the very first phone call,
VERY VERY POOR CUSTOMER SERVICE, LACK OF TECHNICIAN TRAINING. You are correct I will never be pleased at all with your company, and anyone I can talk to about it will know that.
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