I always research companies on Homestars but unfortunately did not do that this time when my furnace stopped working. I found Service experts online as they service Lennox furnaces. The customer service for this company is atrocious. When the technician finally arrived to diagnose the problem he was on the phone with his office trying to figure out how to diagnose it and was told over speaker phone that he was using the wrong tool and had the right tool on the wrong setting. He was also told to follow the directions. He then told me that he was going to do it "his way". This does not give a customer a very confident feeling in the technicians ability. He then left the furnace in pieces on the basement floor as he had to have the part ordered and return the following day. When I contacted the company about when they would return as I had no heat, I was put on hold for 25 minutes and then cut off or hung up on. The furnace was eventually fixed the next day and the technician was 2 hours late. The furnace now makes a humming noise and the technician stated I needed the control board replaced. The furnace is 2.5 years old.
I have spoken to 2 people regarding this company and neither had positive things to say regarding this companies customer service or technicians. I have used Homestars on four separate occasions when hiring contractors and have always been happy with the people I've hired based on their ratings. Service Experts have a mediocre rating and I now know why from my own experience. There are many HVAC companies out there and many with exceptional ratings. Next time I will choose one of them. I learned the hard way.
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