"I suspect the techs were doing their job. However, our situation has excalated over our past two visits. I told them I wanted to speak with management, as I did previously. They kept taking very lightly our concern that a $7100 unit that was sold and installed by Service Experts now needs $2000 worth of work. They also suggested we could avoid further service calls by removing our 3 year old $7100 unit and paying only $218.50 PLUS tax per month forever. Of course, we could cancel the plan and just pay $16,000+ to buy the unit.
I wonder what kind of money these folks have to throw around like it's growing on trees. These are huge issues. In July of 2021 I called the office to request documentation (bills of sale, contract details, warranty information) for our unit since the former owner's health had failed and his family could not find it. It never arrived. I have requested it again at least five timed and been promised the information would be sent to me. Still, I have nothing. I find it interesting and suspect that every time I call and make this request, the office seems not to be able to comprehend what I need. It seems pretty clear. I have a very expensive piece of equipment, as well as a hot water heater, that I have no history or documentation on. This would be especially true since your team is recommending $2,000 in repairs and we've already spent close to $1,000.
I was also told for the first time (although prior techs have said our warranty WOULD cover the cost of parts) that we may not even have a warranty because it could not be transferred to a new owner.
Finally, there was no follow-up from your team on the things we'd requested. 1) Having a company decision-maker contact us so that we could discuss these issues, 2) Providing us with details on our warranty, 3) helping to get the paperwork that we've been trying to collect. It would seem to me that letting someone in a leadership position know that my husband was so outraged that he made clear he intended to deeply research this situation, defect to another company, and pursue legal action. If your techs don't have enough common sense to escalate our case, they're not doing their job. In fact, they went out of their way to let us know they gave us a complimentary pound of refrigerant to make us happy. Yeah, that made us feel a lot better about the options they offered us. The tech also told me he was there specifically to ensure customer retention. He clearly did not evaluate the seriousness of the matter if he thought that act of generosity would soothe our dissatisfaction, much less keep us as customers.
I am shocked that your company gets good reviews online, though I can tell that I would have probably bought their crap had my husband not worked for many years specing out, buying, installing, and managing service contracts for industrial HVAC. I believed the sincerity of your team when they said "this happens all the time in Florida" and "the salt from the ocean five miles away makes it unavoidable". But it only took a quick effort via Nextdoor, FB, and our community FB page to learn that no one in our neighborhood had EVER experienced what we were experiencing.
I see later in this survey you ask about future business and referrals. Let me be emphatic: Because no one has done anything to convince us that you are not shysters and because so many suspicious things have been said promises been broken, I cannot make those promises. I can, though, assure you that we will take every step possible to investigate these circumstances, get opinions for local HVAC experts, and pursue legal protections. You can also expect a social media campaign that will ensure that those who might choose Service Experts will have good reason not to."