We went through the Landmark/Costco partnership to get our central air conditioning installed.
When we had our quote done, Frank was amazing and answers so many great questions. He told me that we didn't need a new thermostat, but the installers would know more and would install one if necessary.
Our install went great, but a few days later we noticed large pools around the unit and called Tom just to be sure it was normal (new homeowners). He seemed concerned and said it is not normal and he'd look into it right away. I had to call HIM back after waiting almost a week to hear back. His response was, "oh that's perfectly normal." Not sure what changed, but would've been nice to know instead of worrying.
Fast forward to the first day we turned on our heat. Every time the heat kicked on, the AC unit also turned on. I'm no expert, but I knew that wasn't normal. So we called and made an appointment for someone to come look at it, because again, they seemed concerned.
When they called to confirm my appointment, the lady on the phone said that we didn't need our appointment, we just need to turn our tan off of auto. Well, it kept happening, so I called AGAIN to make a NEW appointment.
The guy who came out was very polite. They thought someone who installed made an error in electrical. After searching, he decided it needed a new thermostat. Surprise, they only have one style available and it's $250. Then he tells me I owe an $80 service call fee.
I don't expect everything for free. However, no one ever said we were having connection issues with the thermostat at the install, and they thought they made an error in the install, so I was not expecting to have to pay that. If my mechanic thought he made an error on my car; he wouldn't charge me another diagnostic fee.
So I called and just explained my thoughts behind this all, and Tom heard me out, but wasn't very helpful. He said he would talk to a manager and get back to me on how to resolve this.
I have yet to hear back and it has now been two months.
Great field employees but horrible customer service in the office. read more