There's nothing to like about Service America. I ...

There's nothing to like about Service America. I used them originally for a service contract for more than 3 years and received an adequate level of service considering we only used them 2-3 times. When my AC went caput this past summer 2015 I contacted Service America and decided to go with them for the past purchase and installation. The first month everything appeared to work great, after that my drain line kept backing up and had to have someone come about every month. In October of this year a technician came out and indicated they needed to install some type of condensation bucket to catch the over flow from the drain line and it would cost me $388. I told him that didn't make sense because I would end up changing the bucket all the time. And asked him how much it would be to change the drain line and he said it would be around $300. First of all it didn't make sense to do something that is only a temporary fix and was going to cost me more money. So I decided to replace the drain line and they were supposed to schedule the appointment. Bottom line they never scheduled the appointment and no one ever showed up. In November the drain line starting backing up at least once a week and then about every other day. I once again contacted Service America to schedule appointment and to let them know they dropped the ball onc again. I spoke with someone from customer care and the gave the usual spiel that they would address the situation with management and they would have a the AC manager contact. I received a call from Ritchie the AC manager to proceeded to tell me they were at my property on October 28th which they weren't after a 15 minute exchange it turned out he was looking at someone else's account not mine. Talk about a breach in security. After that exchange an appointment was set and they ended up showing up and the appointment was cancelled because they didn't come prepared and said they needed to go out and buy the supplies and that would take them at least 3 hours so my property manager had to cancel the appointment. Why if they knew what needed to be done did they not come prepared for the job. They told my property manager they would be back on Monday, once again they failed to show up for an appointment. I Monday I once again proceeded to contact Sercice America to find out why they didn't show up when I called them the prior Friday to confirm the appointment and they confirmed the appointment. Once again I've been transferred to multiple department the past 3 days with no resolution and no appointment scheduled to replace the drain line. On Monday I spoke with Stephanie and she said someone could come out on Thu. which was completely unacceptable considering they were supposed to to be there that day I told her I wanted to speak with management and she said someone would contact me this never happened and I had to call back on Tue and once again tried to schedule an appointment. They transferred me to customer care and the person once again told me they would address the situation with management and have Stephanie call me back. I don't know what the point in having customer care department is because they don't do anything except provide excuses and pawn everything off to someone else who also doesn't do anything. As of today I have an appointment this Thu. at this point I have no faith that they will even show up. I would advise anyone looking at Service Amercia for an AC unit or even a service contract I suggest run and don't look back. This has been the worst experience and time wasting experience ever. Customer care is a complete joke and waste of time they don't do anything except apologize and state they'll pass the info to the manager of the department for further review in the mean time I still don't have a new drain line and am waiting and still waiting.