Sam S

The technician who came to my home did a good job and EVENTUALLY explained what was going on and answered my questions.<br><br>Unfortunately, the customer service experience leading up to the appointment was frustrating. This was essentially the same issue I had last year, so I had several reasonable questions: Was this covered under last year's warranty? What does my maintenance agreement actually cover? Why is this happening again only three months after my April maintenance? Most importantly, how can I prevent it from happening in the future?<br><br>I don't understand why it was so difficult to get answers to such basic questions. As a customer paying hundreds of dollars, I don't think it's unreasonable to want to understand why a recurring issue is happening, whether it's covered under warranty, what my maintenance agreement includes, and how to prevent it.<br><br>My biggest concern was simple: Am I expected to pay another $500 every summer for the same issue? I think anyone would want an answer to that before authorizing another expensive repair.<br><br>Instead, I repeatedly felt like I was being talked over or given excuses rather than straightforward answers by customer service. And received no follow up prior to my appointment when the customer service person told me she would ask her manager. Seems like you would want to take care of such matters beforehand so your customer isn't left holding the bag to explain to the tech and things can go more smoothly and efficiently.<br><br>The technician eventually answered my questions, but it shouldn't have taken that long to get basic information.<br><br>I was charged*$244 after a 50% discount, but after calling around I found that other companies charge around $220 at their regular price for the same service. Given this information, Hopkins pricing feels extremely expensive and overpriced. It especially doesn't feel like a good value considering I'm already paying for a maintenance agreement with the company.<br><br>Overall, I don't feel the service was worth the price I paid. While the technician did a good job, the poor communication, lack of transparency, high pricing, and limited warranty made this not the best customer experience. Customers deserves straightforward answers, fair pricing, and to feel like they're being understood. As soon as my contract is up, I won't be renewing.

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