On 6.3.06 (Saturday), my air conditioning stopped working. I called the number and continued on the menu to emergency repairs. It stated that if the issue was after 10pm, someone would call back the next day. This was 10:10pm. I called the emergency service back the next day at 10am.
Ken returned my call. I told him of my issue and he said the earliest someone could get out was first thing Monday morning. I told him I would be at work and had a dog. He said to leave a key under the mat. My dog is a friendly Basset Hound. Ken said he would notate my account and it would be no problem. My husband arrived home at 4:15pm on Monday afternoon and there was a "Sorry, we missed you" note on the door with a time stamp of 3:50pm. (If I had been told it would be Monday afternoon - my husband could have left work a little bit early. Also, if they had begun work on the unit outside, my husband would have come home while they were there.)
When my husband called to find out what happened, he spoke to Holly, she told him that the technician couldn't get in because nobody was home and there was a dog. When asked why nobody notated the account, Holly did not have an answer. She said somebody could be out Tuesday between 8a-1p and told my husband to lock our dog in the bathroom. It was 90 degrees in my house; my dog would have died if locked in the bathroom. When I got home, I called the emergency service again and left a message.
When I got no return call (*as promised in the recording), I called the cell phone number from my caller id of Ken. This time, James answered. He told me there was no way anybody could come out. I asked him why he couldn't come since he was the on-call technician and he told me there really was no emergency service during the week, that he took calls and sent somebody out the next day. He said, "I just take the complaint calls after hours."
It was only 6:45pm and would have been light for at least another hour and a half. My husband called at 8:30am Tuesday morning to make sure that somebody was coming because he was going to have to leave work. The person who answered told him that somebody had left us a message stating out time slot had been changed to 1p-6p.
At 9:17am, I received a call from the office manager. She did not give me her name. I told her of my ongoing situation. She did not apologize or empathize with the situation at all. She told me she could not go back and change the fact that someone had not notated the account. I asked about the emergency service and she said that "You can't expect someone to come out at 8:30 at night."
When I corrected the time, she did not reply. She said that, "They feel that somebody will be fine for one night." When I explained again that we had been without air for three nights, she said that somebody was out within 24 hours (not correct it was 30 hours) and that "It was not our fault we couldn't get in." I again explained that Ken had not notated our account and she ignored this completely.
Instead she told me that just because I felt my dog was timid didn't mean that somebody else did and she could not force a technician to go into a house with a dog. Which Ken should have told me when I spoke to him on Sunday. Again no reply. I really was looking for an apology and for her to admit the error on the part of her company.
Instead when I asked, "Don't you think there was a problem?" she replied, "It sounds like you do." This is when I asked if they were registered with the BBB and disconnected the call. When the man came to fix our air, it was done within 25 minutes. I cannot understand why we had to wait from Saturday 10p - Tuesday 5:50pm for this to be taken care of. 75 hours and 45 minutes was total time we had no air.
There is nothing that can be done to make up for poor customer service. I would like for the BBB to contact them in regards to this complaint, if possible. I do not feel that they should think they got away with treating a paying customer this way. I also believe their "emergency service" policy should be looked at.
They are advertising emergency service repair until 10p and this is not the case. They also promise service within 24 hours and this was obviously not the case either.
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