Our AC failed on the evening of 4/21/16. We have A...

Our AC failed on the evening of 4/21/16. We have AC replacement coverage as part of our SA home warranty policy so we called them on Fri morning 4/22/16 and were told that no one could come out until Mon 4/25/16. Since 'Service" America refused to provide service we were forced to put more R-410A refrigerant gas in the system ourselves (at great expense) in order to get by until the tech arrived. I took a day off on Tues 4/26/16 to meet with the tech they sent out. He checked the unit and said that the Condenser unit was bad (pointed out oil leak). He called the SA office to order the part for repair because he did not have the part on his truck. Of course he wasn't even an AC tech so he couldn't have fixed it even if he did have the part. (Why don t they send an AC guy for an AC service call?). He spoke with the SA office staff and asked me if the AC crew could come out to repair the unit on Thurs 4/28/16. I d already taken a day off and was expecting it to be repaired that morning but I reluctantly agreed and made arrangements with my employer to take a 2nd day off for this critical repair. On Wed morning we received a phone call with an auto-message reminding us that a service tech would be out on Thurs morning to do the repair between 8 AM and 1 PM. That same day, on Wed afternoon 4/27/16 I received several calls from the SA office indicating that there had been a mistake and that they would NOT repair our AC unit because it was 10+ years old. They explained that we had 'replacement' coverage not 'repair' coverage and if we wanted to take advantage of the replacement policy we'd have to meet with a sales rep from their AC division who d give us a quote. They broke the news that replacement coverage does not mean they ll replace the AC system free of charge, it means that they ll contribute $850 towards the cost of replacing the system - but only if Service America is used. The AC Rider is nothing more than a marketing gimmick. Then our AC unit lost its R-410A charge again that night and I had to purchase another 4 lbs of R-410A and get it put in the system -- (because SA refused to assist). Then I took another day off from work to meet with the Service America sales representative (Steve). He indicated that they would not install systems on the weekends and the earliest he could schedule it was for Mon May 2nd. Our AC lost its R-410A charge again for the 3rd time over that weekend and I called the SA rep. He said he would try to see if he could get any of the service guys to help -- but he gave up and turned off his cellphone. Ultimately, SA techs were unwilling or unavailable to assist us over the weekend. We suffered for 3 days without AC and spent a total of $805 on R-410A over the course of the eleven days that transpired between the first call to SA and the install. The only redeeming aspects of the service were (1) the install techs were fantastic, (2) the sales rep (Steve) tried to make amends for SA's poor service by offering installation of a UV light. They installed it but didn't leave any user manual / warranty / maintenance info. I followed up with Steve by voicemail, emaiI and text several times per week for 3 straight weeks and he refused to reply. Finally he replied by text and blamed it on the installation crew. He said he was told that there wasn't any paperwork in the box. I don t care whose fault it is I just want the info. He told me he d call to discuss but never did. In my opinion it s unacceptable to sell and install a piece of AC equipment in someone's home and then not provide the info about product specs, maintenance and warranty. Steve also told me that SA is short-staffed in the Naples, FL area and until they get more staff I could not count on SA to support any ongoing service calls. SA s lack of professionalism and poor customer service is appalling. They're happy to sell A/C systems in Naples, FL but cannot and will not support you if you have a problem or question after the install.