Ricardo L.

We live in the best time, if a company is not true to their word or HONEST with their service we can share our experience with more than just our immediate friends.

*** Buyer Beware *** My elderly parents' AC is not working correctly. We called several days ago and we were told someone would be out to service it. After several no shows, we called again today and i asked to speak with a manager and I was told by "Frank, the call center manager" that no one would tell us someone would be right out to see us because it is against protocol. We are clearly lying to ourselves and making up the appointment scheduled. The wait time is 3-5days for service calls. There was absolutely zero empathy from Frank and another rep named, Nancy. Rather, they appeared bothered by the fact we were calling again.

Our AC unit is 2 years old and the 10-year "Warranty" only covers parts. If we don't ask nicely for help, no one will be coming. Clearly, customer service after the fact is not something they care much about. We were told we are not the only ones with hot houses and we just need to wait. We will get to it when we can.

If you are looking to buy an AC unit, please save yourself the hassle and pick another company. Spend a little more and read the comments from other customers.

I hope someone reads this and decides against calling your company to do business clearly the "Call Center" does not care about your customers after they have purchased from you.

*** Update ***

We received a call from Issac, and they are sending someone out to service the unit. This doesn't negate our experience and it should be shared.

The folks talking phone calls need training on how to be empathic, conceding tone and customer service don't mix.

Frank telling me that at-least their office has AC and we don't is not a way to end a call and expect to continue to grow an AC business.