Brian Shannon

Review of ServiceOne

We have been a customer for 4 years in February si...

We have been a customer for 4 years in February since we purchased our home. Over the years, our basement pipes have burst every winter and this past winter our basement flooded so badly that we no longer have a finished basement. Each year the pipe burst is fixed but the infrastructure supporting it is a recommendation on how to prevent it in the future. Obviously none of those recommendations have worked. In addition to the pipes, our furnace/ac has gone out at least twice a year. This year, it went out during the hottest week of the year. We were told it would be 2 days before a tech could get there. The tech was unable to fix it after a 2 day wait. We were told a part would be ordered with no expectation of follow up. This was a Thursday and I followed up the following Tuesday. I was told it would be another 3 days. When the tech showed up with the part he said the previous tech had completely disconnected everything in the furnace previously. As a result he was working on the furnace for nearly 3 hours for 1 part. I was then informed my thermostat had also fried and that s why it needed to be replaced with a basic model (my thermostat is nearly 200 dollars). The basic model is also batter powered, which turned on, but there was still no power to the blower. At this point I had been without AC for nearly 2 weeks. I have a 2 month old baby who could not stay in my home during this time. To her credit, the girl in the parts department was extremely apologetic and offered to give us portable ac units. The ac units would have been ok save the fact that the hose connecting the hot air put out my the engine is connected with duct tape and melts off, causing 4 times as much hot air to be put out than cold air. I closed my bedroom door the first night to cool the room down and upon entering it was nearly 100 degrees in the room. In all this time I was promised multiple call backs from supervisors and reps alike when researching parts. There were 2 more visits from a senior tech before things were finally resolved. I had to escalate 3 times to get a tech out faster. My family was displaced and as a result I was left to care for all of our animals by myself, which caused a lapse in cleaning (dog hair from a Newfoundland is no easy task) and I was informed this loose dog hair on the main floor would need to be swept before a service tech would return to service my basement furnace. We also have an elderly cat who doesn t see well and sometimes misses her litter and we were also informed that all cat poop must be cleaned before a tech would return. Again, I own that I should have cleaned, but when I ended up taking 5 separate days off work to deal with techs, it became a bit tedious to deal with all the going on, especially in a 90 degree house. My ac/heat was out from 9/17 until 10/8. It went from needing air to needing heat it went on so long. I own the fact that I was quite frustrated in dealing with the customer service reps, but as someone with nearly 10 years in customer service call center environments some reps and 1 supervisor were overly rude and unhelpful. Jason, our final service tech was helpful and communicative, he was the best part of the whole experience.