I WAS a loyal customer of Summit for six years -- but after my most recent service call, that loyalty is gone.
When my A/C stopped working in the middle of the night, I panicked and didn't think to check the filter first. I scheduled a standard service call (to avoid the after-hours fee) and waited four days.
When the technician arrived -- someone who's been to my home many times before -- the first thing he did was check the filter and found it completely covered in dog hair. I immediately handed him a new one. He then said he'd check the outside unit just to be thorough. He spent about 15 minutes outside, hosed down the unit using my garden hose, and left.
There was no discussion of pricing during the visit. He also didn't have a way to take payment at the time, so I expected the usual service call charge.
Weeks later, when I finally got the invoice in the mail, I called to pay -- and was stunned to learn the total was $301:
$89 for the service call
$212 for spraying down the unit with my hose (and leaving fried frogs behind, by the way).
When I called to question the charge, I explained I provided the filter, pointed out the frog issue, and expressed my shock at the cost. The person I spoke with didn't care. When I said I've been a customer for six years and wouldn't be calling again, I got silence. No apology. No attempt to make it right.
Everything is more expensive these days, but charging $212 for 15 minutes of work with no equipment or parts feels like blatant price gouging -- especially to a long-time customer. This is not how you build trust or loyalty. read more
