I called the emergency hotline because my air conditioner was down and I need it to sleep as I have Sleep Apnea and COPD. The technician came and advised us that the thermostat was broken and the line to the furnace also needed to be replaced. As they are very busy this time of year, someone would be calling the next day to set up an appointment. He bypassed the thermostat so the unit would function until a permanent fix could be done. Next day a rep from the company called to say that someone would be by between 15:00 and 19:00 the next day. As fate would have it, I had an emergency to tend to and did not arrive home until 15:15. There was a card in the door advising the technician had already been by. We immediately called the company and were advised the tech came by @ 14:40 and that he would be returning. I had to take my wife to the walk in clinic, but she asked that we wait until the air conditioner was repaired. At 18:45, we called to ask where the repairman was, and we were told that they would call him to advise. At 19:05, we called back and told the receptionist that we wanted a call right away or we would cancel the job. Within 5 minutes the repairman called us and told us that he was at our house and we were not home. We told him that we had been in contact with the company and that he had come by 20 minutes early and that he would be returning. He told us he was in Carlisle and that he could come by tomorrow. I told him this was unacceptable because of the arrangements that were previously made. He said he would not come today. I told him to stay home because of the lack of consideration the company had for not contacting us with an update or an ETA between 15:00 and 19:00. I will NEVER deal with this company again. I will have my system repaired by someone else since this company does not feel that I am important enough to expect good Customer Service.
