Since purchasing your maintenance/service agreement we started having more problems with our A/C. The last issue which this review concerns is about our A/C unit making a loud noise when starting then failing to cool. A technician came out and said it was the compressor. But it is such an expensive item, they had to have a another tech come out and give a second opinion before ordering a new compressor (which was under warranty since the unit is only 5 years old). We were told that it was indeed the compressor and it should only take a few days to receive since it was coming from El Monte. Evidently, you had a problem getting the part because it was a week and a half before it was 'fixed'. Before ordering the free part, you required a $200. 'down payment' for the installation cost. You charged us $1200.00 for a few hours work installing a warranty part. We feel that is very excessive, but since it happened during 100+ degree weather, we agreed. The very same evening the unit was 'fixed' it started making the exact same noise and failed to cool. I called and spoke with someone who assured me someone would call back immediately. That did not happen. I called the next morning and someone came out that day. At that point, the technician replaced the capacitor (which had just been replaced about a month before). The unit has been working since that time. I called your company and asked to speak with management to lodge a complaint. I was told by a woman that she would take all the information and give it to management. I should expect a call in a day or two. That never happened. We believe that we paid $1200 for nothing. And although your repair people and office staff are very personable, something very shady is going on. It is ironic that you should be so persistent about this customer satisfaction survey when your management didn't have the decency to return my call. This all happened a month or more ago. Your requests for feedback has succeeded in getting me all upset again. I was ready to let it all go. But now, if I do not hear from you...I will give you a review on Yelp, Angie's List and any other review app I can find.
