I have used your company for years - this was/has been quite an awful experience. The service time scheduled for the maintenance contract was 12-4 - the tech showed up at 6:30 pm, we received no phone call to let us know he was running that far behind. When John showed up he like all the techs was extremely polite. He did the routine maintenance - said we needed a new part for the second unit in the house that controls the second and third floor. He repaired the part and was out of the house by 8 pm. When we went to bed at 10 we noticed the thermostat was set at 69 but still at 71 in the house. I went outside to find that the outside unit was not working at all - just the blower in the house. At this point it was too late to do anything so we dealt with it for the night. I called at 7 am the next day to let them know that even though we just had the maintenance done our unit was not working, which by the way it was working fine up until the maintenance. The call was put in and a tech was not at our house until 4:30. Upon inspection he said the motor was not functioning and needed a new one - not sure how this failed to be caught during the maintenance as it seems to be quite an important part of an inspection/maintenance plan. With them not showing up until the end of the day, they did not have a motor that would work for the unit and have to order one today. At this point the second floor was at 80 degrees and there was nothing we could do. We ended up having to spend the night at a hotel. At this point the only sense of urgency/sincerity was from the tech that came yesterday to fix what should have been caught during the maintenance - or since we have the maintenance plan that the call could have/should have at least been a priority since we had/have no ac. I am also in the service industry and dont feel there is ever a need to get upset or angry at a situation, I do however feel that a call, apology, or even some sort of compensation for our troubles could be thrown out there. I have no desire to stop using your company as over the years you have done nothing but treat us great. This is however shocking from what we have come to expect from your company. Hopefully this is taken care of today. Thanks for your time.
