Complaints

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a service contract with this company. They were scheduled to come out for semi-annual maintenance on 1/26 between ****am. The technician did not arrive until 1:30pm. Maintenance calls usually take about an hour. The technician was there for over 2.5 hours. He replaced two items, a capacitator and a contactor. At the time he told me about replacing the contactor, he had already been there almost 2 hours and I was concerned he did not know what he was doing. I asked him how long it would take, and he said 15 minutes. 30 minutes later he was still not done. I called the office and told them I was not confident in his knowledge to complete the work and asked why it was taking so long. They transferred me to ****, who said she did not know what was going on and she hadn't spoken with him since that morning. That poor management is clearly part of the problem; if your staff is 4.5 hours behind schedule, you should know what's going on. Additionally, the technician was rude and just plain stupid. He kept trying to talk to my babysitter about my HVAC. She kept telling him to be quiet because the baby was trying to sleep. Why would you walk up to someone holding a sleeping baby and start talking in a loud voice?! Also, it's not her house! She was never identified to him as the homeowner, and I don't know why he continued to address her as if she was going to make any decisions. She just kept telling him to be quiet, and he kept ignoring her. Don't go into someone's house and wake up their sleeping baby! I refused to sign their paperwork saying "I find and agree that all work has been completed in a satisfactory and workmanlike manner. I have been given the opportunity to address concerns and/or discrepancies in the work provided, and I either have no such concerns or have found no discrepancies or they have been addressed to my satisfaction. My signature here signifies my full and final acceptance of all work performed by the contractor."

  Business response

  02/10/2023

  ******,

  Thank you for being a service agreement customer.  We are sorry to have disrupted your day.  We did call around 10:30 that the tech would not arrive by 11 and that we could reschedule or arrive in the next two hour arrival window.  We did miss that window by 30 minutes and should have called you with an update.  

  The additional work you approved did require additional time.  We charge for the job and do not charge anything additional if it takes longer than expected as unfortunately occurred.  Our techs will spend the time necessary to perform the repair and test the result.  As a service agreement customer, you have a two year parts and labor warranty on these repairs.

  I called and left a voice mail for you.  Please call if you would like to discuss further.  Thank you.

  Customer response

  02/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  
  

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