CJ Haines
Today I called about our 1 year old $30k unit not working for the third time in less than 2 weeks. I was told by dispatcher that they will not schedule anything until parts come in. Time frame? So $30k for my family to freeze. It’s 35 degrees outside. This started with our heat not working. I called customer service, set up an appointment for that day. We were called back later and the appointment had to be rescheduled to the next day - ok. The tech came out - very friendly and courteous. He was there 20 minutes, said something needs to be oiled and got the heat back on - great! A week later it’s down again, I called customer service customer service and have an appointment for the next morning. The next morning my wife gets a call saying our appointment has to be rescheduled because people are calling in and they don’t have heat so we are getting bumped - what??? we don’t have heat! So the tech gets out there later - again very friendly and courteous. He was there for maybe a couple of hours. He questioned a lot of what the previous tech did or did not do. Now we need a motor and a wheel, he got them ordered and the heat going again. 2 days later the heat goes out again. That’s where the dispatcher told me that they will not send someone out until they have parts. So no try to get the heat running or anything - nope. No timetable, no anything. As I am adding this bit of context it is 26 degrees outside, it’s 56 degrees inside the house. The unit we purchased was what they said we needed and recommended. Up to this point the service we have received had been pretty good but this is flat out unacceptable for anyone.
