September 10, 2019
USA Air conditioning is the company contracted by American Home Shield (AHS). We came home Tuesday night to no AC and put in a request for service. Wednesday morning our case was assigned to USA Air Conditioning. They said the soonest they could get to us was Thursday afternoon between 1 and 2. We asked AHS if there was another contractor they could use so we could have it done Wednesday since we were off and it was in the high 90s, but their customer service is in India and they just read a prepared script which is no help at all. My husband took a day off work to be home. On Thursday they were late but figured out the problem was the thermostat. They said they didnâ€™t have one with them. What HVAC technician doesnâ€™t carry thermostats? They promised us they would be out the next night, Friday, at our convenience. We told them we would be home about 5:30. Around 2 pm my husband called and left a message that we would be home at 5:30. He also called at 5:30 and left a message that we were home. He called again at 6:30 and asked them to please call back. He called again at 7:30 and 8:30. They never answered their phone and never called back. I called AHS customer service and got nowhere. AHS tried calling and emailing with no reply from Bobby. Saturday morning my husband called Bobby and asked why he didnâ€™t show up. He said he worked late. Didnâ€™t say why he never returned our calls. We asked if they would come out that night and Bobby said he could be there at 2:00. We told him we were at work and wouldnâ€™t be home until 5:30. He said he would be in our area at 2:00, but didnâ€™t want to drive back out later. Just refused to come out. He then told my husband that he thought we had agreed on Saturday. We never agreed to that and it still doesnâ€™t explain why he never returned our calls. We rescheduled for Monday night. Monday morning we were told everyone was mandated to work overtime. Called Bobby and told him we wouldnâ€™t be home until 7:00. He said we would have to reschedule for Tuesday. Itâ€™s now been a week without our air conditioner. When I called AHS and told them the problems we were having, they said Bobby had updated the status to show a part was ordered on Saturday. That was a lie. He then told them he had been trying to come out but we were rescheduling and he was just accommodating us. Another lie. He finally came out tonight, Tuesday and put in the thermostat. It took a full week to get a thermostat replaced. Since it was through AHS, we had no choice this time. His lies and lack of customer service earned him this review.
June 19, 2019
Worst service imaginable. I called yesterday to have my a/c serviced. I was given an appointment for 9-11 on June 19th. I called to find out when the technician would be arriving only to find out that they had canceled the appointment without my consent or knowledge. Do yourself a favor and call somebody reliable. I am sitting in my shop sweating because they canceled my appointment for me! I cannot express how frustrated and disappointed I am in the service of this apparently worthless company.