TEN YEARS OF MEMBERSHIP -- & THIS IS "PREMIUM SERVICE"?…read more
We have been Jon Wayne customers for approximately ten years, paying monthly for two of their service programs. After this latest experience, I am left wondering exactly what all those years of membership bought us besides higher prices & worse service.
During one of the hottest weeks of the year, our air conditioner lost refrigerant.
Jon Wayne came out, did not repair the leak, told us they added approximately five pounds of refrigerant, & charged us more than $1,000.
We are monthly service-plan members.
Apparently that's the benefit.
Jon Wayne advertises its service club as providing discounted repair pricing, preferred-member pricing & priority service. After paying into their programs month after month, year after year, I certainly didn't feel like a preferred customer when I was handed a four-figure bill for refrigerant without the underlying leak being repaired.
Here's a more accurate definition of their "premium service":
Service you won't like -- at a price you'll definitely find premium.
While they were at our house, they also quoted us a replacement system. We ultimately had a better system installed by another reputable company for approximately $11,000 LESS than Jon Wayne's quote for the inferior system they proposed.
Let me say that again:
A better system. Approximately $11,000 less.
Did I mention we're longtime monthly service members on two of their programs?
I remember Jon Wayne being a much better company years ago. Whatever has changed internally, the Jon Wayne we dealt with on this call bears little resemblance to the company that earned our business in the first place.
They certainly know how to advertise. Their trucks are everywhere. Their commercials are everywhere. Their branding is polished to a mirror shine.
Unfortunately, in my experience, the service isn't.
At this point, I feel like I've been helping pay for the advertising machine rather than receiving any meaningful benefit from a decade of customer loyalty.
Jon Wayne calls its membership the 5-Star Service Club.
After this experience, I'd have trouble finding the first star.
More than $1,000 for refrigerant without fixing the leak, followed by a replacement quote approximately $11,000 higher than what we paid elsewhere for a better system, was enough for us.
Ten years of loyalty. Two monthly memberships. Lesson learned.
In my opinion, the prices have become exorbitant, the value of the membership has become nearly meaningless, & this latest experience was a complete ripoff.
We won't be back.