The relationship started off just fine, with regul...

The relationship started off just fine, with regular maintenance service (AC off/Heat on) last winter and then the switch back this spring. But when the going gets tough, not so much. My AC stopped working last week, they got a technician out same day but they didn't call with notice so I wasn't able to meet him. The technician had to look at the AC and guess, without the power running. Greased/oiled bearings got the fan running again. Great!

Unfortunately, this week the AC is making noise and while not an emergency as of yet, they can't seem to return calls consistently. I have left three messages this week and they only received one call back. I've tried all week to get ahead of this, knowing my schedule would be restricted the following week. Now they tell me that scheduling is my problem, my choices were within the same next 3 hours (too short of notice for me) or I'll have to be there during work hours next week or I'll have to pay 1.5 times the cost in order to have someone come out in the evening or weekends. Worse the scheduling office is arguing with me about whether they called me back this week. Seriously? Either you call or you don't, no phone calls or vmail from them 2 of the days. Scheduling also argued with me about whether it mattered if they called since they were booked out 5 days anyway, as though that's a reason not to call a customer back! And then argued about the fact that they also couldn't accommodate an appointment sooner because they assume it will be a large job. Really? I'd much prefer for them send someone out before you start racking up the dollar signs and time constraints!

I asked to speak to the next level manager. Received call back from next level manager who was much more professional but they were unwilling to offer any other scheduling options. I will take my business elsewhere.