UPDATE: Carver RV misdiagnosed my problem. The capacitor had failed, as I originally suspected, and…read moremy original ac is working perfectly now.
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I had my rv air conditioning fail and I called two rv repair companies, of which Carver RV Repair & Services was the one able to provide service the soonest, since I was concerned for the safety of my shih tzus, who are known to be less than heat tolerant.
Jake, the owner, sent his employee to my RV, that I live out of, to the campground where I work. Originally I was told they would be out asap, and I received their first callback offering to help at 12:47 pm on July 15. At 1:38 I called back with a question and was told that Todd was on his way. Todd did not arrive until around 2:05 pm. (Carver RV is literally on the same road my job/campground is, probably less than 5 minutes away.)
Todd proceeded to pull down the ceiling mount to check my ac, and tested the voltage in and out. He explained that the compressor, which I was aware was failing to start, was bad and the whole ac needed to be replaced.
Todd then called his office and quoted three different prices to me, one for cash, one a bit higher for check and the highest for credit card.
Despite the extra cost for credit card, I chose that option and agreed to have Todd pick up a replacement ac at Camping World. Todd did explain that he had another appointment across Canyon Lake and he estimated that he would be "back in a couple of hours," whereupon he left.
A couple of hours passed and I received no communication from either Todd or Jake, the owner. Three hours passed and still nothing. According to their own listings, by now their business hours were concluded and I didn't know how to get in contact with anyone, so I tried to patiently wait.
Two more hours passed, and it was nearly 7 pm by now, so I messaged the other rv repair company that I have used in the past, asking about the typical price of my ac, for a second opinion since I was now becoming a bit frustrated, not knowing if Carver RV was going to still come after hours or not, and having received no communication informing me of the delay or the reasons for said delay. I genuinely did not expect to receive a response from the other rv repair company at that hour, but they did reply, going so far as to look up the part for me. They even called and discussed the problem and I decided to cancel my service with Carver RV as a result, due to the lack of any communication at all after Todd had left.
8 pm came and shortly after this, Todd showed up with the ac and I proceeded to cancel. He genuinely did not see the issue with the lack of communication on his or the business's part and asked why I had not called to ask instead, despite the business hours having ended over 3 hours prior. I was firm in my refusal and he left.
At 8:34 pm, the owner, Jake, called pointing out to me that I had not paid the cost for the drive out and the first hour of service, which I acknowledged that I had not. He asked if I had found a better price and I said I had, but only 2 hours after his business hours and zero communication on ETA or any updates on the proposed service from anyone in his company.
Jake acknowledged that he knew of the issue with Todd failing to update customers on ETA and delays in the past. This has led me to believe, since Jake values Todd enough to keep him as an employee despite knowing the issue, that this is not a Todd problem, but a management problem.
It is my opinion, that a proactive manager/owner, recognizing his employee's limitations, would find another solution to achieve the same goal of notifying the customer.
Telling the employee repeatedly to stop forgetting to communicate is not a solution in and of itself.
Jake did not charge me the service fee, which I do appreciate. Todd did unfortunately leave my ac in disarray though, and the ac filters where my dog could chew one up.
I sadly cannot recommend this company as a result of my experience with them.
