Terrible experience. We called them over a weekend and they fixed the problem in August. The technician sold us the maintenance plan for the year to help get a discount on the service required that day. We were never contacted to set up maintenance on our 4 ACs, which we paid for up front, close to a $1000, for maintenance/service 2x a year on all our units. As a contrast, we have a maintenance/service plan for other appliances and the companies call us promptly to set up maintenance and service. Months go by and no service has been set up. Over Thanksgiving, our drains/pipes end up getting clogged and result in a backflow and leak which ruins the floor upstairs and leaked through to the ceiling of the garage. When I called them to come service the unit, the representative that showed up that day said this should have been taken care of in August when we signed up for the maintenance plan. I called them, spoke with a manager and then his manager/part owner of the company. Lie after lie was told. Tried to tell me it was a different AC unit. Luckily for me I took a video while the technician was at the home with the technician present because the manager tried to lie about it over the phone. I was told they do not do maintenance in the summer because they only do it 6 months after signing the contract, which would have been February for us. Well, 6 months after February is August which is summer, which would have been our 2nd maintenance. They denied a slip up or fall through on their end. We ended up with $1000s of damage due to this leak which likely could have been prevented if they had actually shown up and performed the service, flushed the drains, and checked the leak devices. They refunded the maintenance agreement money as they should have because not only did they not keep their end of the agreement but they took our money, did not provide the service, which resulted in thousands of dollars of damage for us. Terrible experience.
In response to your response- didn’t know there was a time limit to write a review. You took pictures of the AC with the switch up on the AC unit that was NOT leaking. The one that leaked, the switch was in the appropriate position. I have videos as evidence as well. Exactly why I said the lies- the pictures you took are of the AC unit next to the one that was leaking. You failed to meet your end of the contract.
Response from the owner · January 11, 2024
There are always 2 sides to a review. Here is our side. While I am not understanding why you just left a review about this situation as the last time we was at your home was Nov 28th 2022??? Yes, well over a year later. First and foremost we did nothing wrong. When our technician arrived your safety switch for the unit was facing up and the safety switch could not work as designed. (we have pictures in your account) It had looked like you tried changing the filter at the filter door of the unit and moved the switch up to replace the filter. On top of that there was only a little water in the drain pan none on floor at time of arrival (we have pictures of that as well). Instead of arguing about it we did a free service at the time and cleared the drain line and repositioned the switch in the correct position. On top of that we refunded your entire money of $896.00 as well. I stand by the evidence we have and stand behind it 100%.