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Review content:
I was set up with this company through my home warranty company. I was told that they would give me a call within 24 hours....they did not. So I called them and we set up an appointment for the next day between 4-5. After no phone call and no tech showing up, i called at 5:30 to see if they were still coming. The lady on the phone said that there were 7 service calls ahead of me, and that they were swamped. She told me that our a/c would be serviced that evening. I asked her to please keep me informed. She told me that she would be answering the phone all night long. By 8:00, still no call and no tech at my door, so i called again and got the asnwering machine (i left a message). 9:00 came around, still not call and no tech, so i called again and left another message. Finally, i went to bed. I never got a call until around 11:45 the next morning (3.5 days after the original work order was placed), and the tech said that he would be at my house in 15 minutes. I told him this was unacceptable as i am at work over 25 miles away. So i called the main office and talked with the same lady again. She told me that they were going to have a tech at my place in 15 minutes so i proceeded to tell her also that i am at work, and i cannot just leave at the drop of a hat. She started to lose her patience. She told me that they were squeezing me in amongst their regular customers. I proceeded to tell her that if business was so good, that maybe it's time to hire more tech's, or maybe they need to turn down some work. I worked very hard to not be a rude and i kept a calm tone of voice. I also explained to her that i understand things are busy and some service calls take longer than anticipated, but the communication effort that they have made to keep me (the customer) informed has sucked to this point. All i am asking is that you as the company providing the service would keep me, the customer receiving the services, would keep me informed. Well, that must have been offensive, because she blew up at me. She raised her tone of voice and told me that they would not be servicing my needs, and that i needed to call the warranty company and request a different company because she refuses to talk to me any more. She then slammed the phone down and hung up on me. So, i hate to give a bad report when i only talked to the lady asnwering the phone, She is the face of the company. First impressions are the most important, and someone with rude phone skills is unacceptable! I expect to be treated fairly and professionally. I am a purchasing agent for a $200 million company, and in all my days of communicating with salesman, I have never been treated with such disrespect. Good Luck!
Pros: They are still in business
Cons: Communication and Customer Service on Phone
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