I have had the heat and cooling maintenance plan for years. I recently had one of the most frustrating experiences I ever encountered with a company. I attempted scheduling my annual air conditioning maintenance. I found out that the customer service agent booked my furnace maintenance instead, even though they assured me it was for the AC. I called back to tell them this and they said the agent made a mistake but I have already used up the visit for the AC Maintenance plan even though it wasn't true! They told me the date and it was when they came for the furnace maintenance. Apparently the technician put that he did both the furnace and AC which was not true. I tried explaining that it makes no logical sense that I would request two AC maintenance visits so close together since I already did the actual previous one only a few months prior . I escalated this and they said a manager would call me back in a few days. This never happened. I called several more times (each time with ridiculous hold times since the agents put you on hold for every little question)to follow up and they just kept saying manager would call back. I asked to speak directly to the Customer Relations department and they said no such department exists. After calling over and over, I FINALLY got a manager to call back. They eventually sent someone for the AC maintenance at no charge, but only after I wasted around 5 hours of my time. I pushed for compensation due the atrocious service and they refused, even though they acknowledged that the service I received was not adequate. I cancelled my maintenance plans with them since they are impossible to deal with. STAY AWAY! Plenty of better companies out there.
- Approximate cost of services:
- $300.00