Worst Experience Ever!
We have paid for their total replacement plan for "YEARS" now, only to finally utilize an AC replacement. We had at least 4 visits the past year for service, always able to prolong the life by recharging.
At the end of last summer, we had one particular rep, Tou, who was very friendly and helpful condemn the unit, as the leak had gotten worse. With summer finished and unit still working (albeit internal leak) we were in contact with a Centerpoint Sales Rep (Brian) who said customers normally only have 90 days from unit being condemned to complete work, however he said he was able to UPDATE deadline to another 90 days later (we have paper copy of original quote and extended quote with new 90 day deadline), which made sense to us since the AC still worked and resulted in NO Risk like a leaking Furnace. Plus, with Brian's quote being around 8-10k, we needed to start saving money for this work!
Fast forward to this summer, 2023, as AC isn't applicable during winter.
The first service call we made this summer, Jason was the tech's name, had to put in 2 lbs of freon, $220 per pound, so $440 total. This charge didn't last long (month or so), so we decided to finally get it replaced utilizing Centerpoint replacement reimbursement (service we have been paying monthly for YEARS). This is when things took a NASTY turn!!
We ended up speaking to the replacement plan manager, Deb, who was VERY CLEAR, we would no longer qualify for the reimbursement despite paying for the plan for YEARS. She said the sales rep, Brian, wasn't authorized to change/update the 90 day window to have work/replacement done. She even said our last service call, tech Jason, should've never been able to service the AC unit because it had been condemned the previous summer.
We are now out the hundreds of dollars per reimbursement to replace the unit, out the $440 per last service appt from Brian just months ago for 2 lbs of freon (as that service call shouldn't have been accepted by Centerpoint). We even shared how the sales rep said it wouldn't be a problem to extend the deadline, as who has $8-10k available (on hand) for an AC replacement in this economy?
How can you not have ANY flexibility on this supposed 90 day window, despite other Centerpoint sales reps promising us otherwise? Is it unreasonable for people to SAVE each month to generate $8k or so for this kind of work? 90 days isn't a lot of time for someone living paycheck to paycheck, which is why repair and replacement plans exist, as you're preparing as a safeguard incase someone EXPENSIVE happens.
This experience has been awful, unethical, and unprofessional. We certainly voiced our concerns to Deb, the RAP plan manager, including that we will be canceling immediately, as we have been prepaying for this service for years, and now that we finally want to utilize a bigger unit replacement like the AC or Furnace, are met with a bunch of BS.
I will be eagerly sharing these experiences everywhere I can! It's simply not ethical to deny customers an option when your own company had previously MISLED them, took hundreds and hundreds of dollars in repairs on the same unit, accepted service calls AFTER being condemned, etc.
BTW, we have ALL dates/times/names of everything that transpired over this past year, which will be shared as applicable.
We ended up having to get the unit replaced by a private party, someone who worked as a Centerpoint Service Tech for nearly a decade, and they confirmed all bad the business has become with treating customers and their own staff.
Please reachout for documentation PROOF or whatever else, as this isn't something we will let slide, based on principle and ethics alone.
Stay far away! read more
