Really disapointed!
We had nothing wrong at all with all of our units, but for saftey and peace of mind we decided to find a reputable and reliable local veteran owned company (I am also a USMC veteran, so alsways on the look out for local vet owned companies to use as their is already trust their on a personal level) to start a service contract with. Our units are new as we just bought a new large home with multiple units; so basically it was just the fact of knowing all of our units were serviced and in tip top shape to help keep my growing family comfortable in the heat waves and cold months was really important to us.
So after reading all of the great reviews and what everyone had to say to say about Airmergency; I thought it was a no brainer to call them to set things up. So I explained nothing was wrong and all of the units were new but that we just wanted them to be serviced a minimum of 2 times a year and build a relationship with a local company we can trust should any issues come up in the future. At which point they returned my call and we set something up about a month out (this was during the recent heat wave so totally fine as I was sure they were swammped), and we had everything setup to start our service with Airmergency. So far they were great and very helpful....
Now fast forward a full month and the day came to have them start our first service visit. I received a voicemail nice and early reminding me that I had an appointment and that someone would be by between 10 and 12 and if I had any questions to not hesitate to give them a call (keep in mind this is exactly what was said and I saved the voicemail just in case). So i hadnt scheduled anything early on my day off so i could be here and 10 rolls around then 12, then 2, then almost 3 and I have plans at 330 and I give them a call. Keep in mind this is after giving them the benefit of the doubt as I know things come up so I waited patiently for them to arrive even late if need be because i didnt have anything going on so no big deal at all.
When i called they asked my name to look it up and then promptly told me that they called and left a message stating that they wanted to confirm i would be home for the service tech to come by (now remember i received a "courtesy call" which is exactly what she said and no time did she state in the voicemail that I needed to confirm only to call if I had any questions), she also stated that they would call multiple times to confirm just to be sure and was a bit rude about it (a bit not a lot, so not trying to make it sound like she was just being a complete a#$ about it but still rude) as I had not called them back to confirm or something when that was obviously not the case. Once I explained things she did apologize quickly before saying "ok lets see when we can get you back on the schedule" Wait, what!?!
No attempts to apologize for me taking the day off and being here and the fact they called to remind me as a "courtesy call" but then after it they were 3 hours late, now lets just try and get you back on the schedule, oh and on top of it how about on a Saturday! Sorry but already took a day off for an appointment I set OVER A MONTH AGO, and got the warm and fuzzy they were coming without a doubt with the early courtesy call to remind me, and now I would have to roll the dice again that someone would be here on my actual day off and risk losing half or more of one of my few days off... sorry but I think I will go elsewhere.
Ok that all said keep in mind I am writing this to inform not to try and dissuade anyone from using them at all. I just felt it was the right thing to do to let others know my experience and that based with the great reviews decide whether you want to give them a shot and nothing more. So no disrespect to the people at Airmergency, but this was a very very easily avoided mistake which cost me a whole lot more than it did them and for that reason I will take my business elsewhere. Simple as that.
Best of luck and if anything hopefully this will help keep something like this from happening to anyone else once someone reads this. Hopefully they will find a better system for setting up times and confirming with new service customers and they continue to do great work for everyone. It just won't be for me unfortunately.
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