Service America has become the worst service provi...

Service America has become the worst service provider, ever. Worse than Comcast, which is really saying something. We have had a service contract with SA for 8 years. Some techs are good, most are barely competent. We've had a few issues with them over the years, but the price was right, so we continued renewing our contract.

This year, our a/c system (installed by SA in 2012) failed after our power was restored following Hurricane Irma in 9/17. The system would not cool. The thermostat read 87 degrees when power was restored and 10 hours later, it said 81 degrees. I called at 8am on Thursday, and the earliest appointment they could give me was for Saturday. I took it. The appointment "window" was 14 hours -- from 7am until 11pm (contrary to SA's "guaranteed 2-hour appointment window").Three hours later, I saw a huge pool of water in the hallway, and saw water leaking from the ceiling fixture. That's where the air handler sits, so I figured the pan had overflowed, indicating that the float switch (also installed by SA as part of the a/c replacement in 2012) was broken. I called SA back and told them it was now an emergency, could they please get someone here before Saturday? I was told that it wasn't a sufficient emergency, because all I had to do was tun off the system (in South Florida, in mid-September, when the temp is over 90 degrees). However, for a $75 fee additional (i.e., in addition to the $55 co-pay they imposed this year for each service call, and in addition to the $500 annual contract fee), they could send someone today. I said, fine, send someone, and agreed to pay the $75 in advance.

4 hours later, a SA tech arrives, and I explain what's going wrong. He tells me, "we don't do attic work in the afternoon." I said, "excuse me? That's why I asked them to send someone today. The air handler is leaking. The system can't run without the air handler. It needs to be fixed today." He told me he won't go up in the attic to work. He also told me, the float switch is considered outside the a/c system, and it will be $200 or so dollars to repair. AND, the freon leak investigation will be another $200 or so dollars to investigate. I lost it. I said, "in what alternative universe does 'the air handler is leaking water through the ceiling" NOT suggest that the air handler is in the f---ing attic? If you can't fix it today, why did they send you?" He got on the phone with his supervisor, and I got on my phone with SA "customer service". Ha! While on hold (for 6 minutes) I checked to see if the tech was waiting at the door. He was not. He was pulling his truck out of our driveway and leaving. I waited on hold for another 10 minutes before a person came on the line, and I told them the tech refused to do attic work and left. They would not give me a refund of either the $55 service call charge, or, the $75 charge to get someone out there that day, when they KNEW that the only reason I requested a tech THAT DAY was because the air handler was leaking. I am done with SA.