- Report: #97444
Complaint Review: Air Systems - Jacksonville Florida
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Author Not Confirmed
Why?
Air Systems
2815 St Johns Bluff Rd Jacksonville, 32218 Florida, U.S.A.
Phone:
904-642-9700
Web:
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Air Systems Service Experts ripoff experts at taking your money but lacking service & customer service skills Jacksonville Florida Nationwide
We are a military family residing in Jacksonville Florida. There's my husband, myself and 3 children. Unfortunately, our youngest daughter has cystic fribrosis, but she is a real trooper. God bless her. She is a strong girl. Both my husband and I work hard for every thing that we have and are proud to represent what hard work can bring to our children. We give thanks to our good Lord for what we have.
I work personally in the customer service industry and know how important it is to provide quality service to my customer's.
When I am assisting a customer, they are my customer. I take pride that when my task is complete, that my customer is satisfied no matter how hairly the situation may get.
When it comes purchasing products, services or anything for that matter, I expect the same. We all should! I believe not in getting anything for free but getting what you pay for. If you get great service, you pay premium prices. If you get bad service, please do not make me spend my hard earn money for something I did not take pleasure in. Service or a product being sold should customer should come with satisfaction to the customer. We should be happy with our product/service and be willing to come back for more.
Which brings me to my complaint with Air Systems aka The Service Experts. I purchase a home that Air Systems installed the a/c system into. On June 10th, 2004 I woke up hot. It was 96% in my home. I called Air Systems, made an appointment for that day. The technician Tyrone advise me possibly a week to repair my compressor that was covered under warranty. I begged and pleaded for the sake of my child's medical condtion, speed up the process. Even if I had to pay for the overnite express of this compressor. I got a quoted 68.00 for the visit and 600.00 to install the warrantied compressor. Whatever I said, price not a factor. Before the Technician left, Tyrone, I asked where my air filter was so she showed me and advised my to purchase a filter immediately for it, so I did. I got a call that they could do the installation the next day. I thought how wonderful they are.
I got charged for 3hrs of work, a set price and the Tehcnician Tyrone was outta there within an hour and a half. Not even two weeks later I work up again with no a/c. Ummmm, I called the Air Systems local number, left a voicemail. (They quote 24/7 service.) No callback! So I called the Service Experts toll free number and she provide me a name of a lady to file my complaint. Ummm, so finally at 8:25am I finally call back Air Systems local number and schedule the same tech to come out. Fortuately, my husband was back from sea at this time so I didn't have to miss another day of pay. When the tech Tyrone spoke to my husband he stated he couldn't do anything at that point because my a/c was frozen due to the fact where he advise me to place the filter. It got sucked up by the motor therefore freezing up my a/c! My husband was irrate!
Called the company requested the supervisor which they refused to provide him one. Finally they got a nice Tech Steve out to my house. He had a very hard time finding the problem. He spoke to his supervisor over the cell phone who then advised him they did not even do the initial installation in my home. I told Steve his boss was a liar because when I first called on June 10th, Charlotte verified they did the installation and it was the model home...IT WAS!
So I know the boss was trying to WORM his way out of it. Bossman was telling him to go home and come back the next day. Steve stayed until after midnight and found that Tech Tyrone didn't sauder my compressor pipes back right and added the factor of the big error with the filter. To this day, we have yet to get one apology for the type of service we were provided via Tech Tyrone. Not once did the supervisor emphasize our case or made amends. I emailed the Service Experts twice because they have a garuantee on their visit. If they don't do it right the first time or we are not satisfied, that fee is refunded. Still not a response.
This is America and we work hard for what we have! We expect good service & products and should expect it. I recommend to one & all to boycott businesses that chose to do business this way!
They are too many companies who are willing to provide what we need and support the product or services they provide. Those business should succeed, not these immitators!
yolanda
jacksonville, Florida
U.S.A.
I work personally in the customer service industry and know how important it is to provide quality service to my customer's.
When I am assisting a customer, they are my customer. I take pride that when my task is complete, that my customer is satisfied no matter how hairly the situation may get.
When it comes purchasing products, services or anything for that matter, I expect the same. We all should! I believe not in getting anything for free but getting what you pay for. If you get great service, you pay premium prices. If you get bad service, please do not make me spend my hard earn money for something I did not take pleasure in. Service or a product being sold should customer should come with satisfaction to the customer. We should be happy with our product/service and be willing to come back for more.
Which brings me to my complaint with Air Systems aka The Service Experts. I purchase a home that Air Systems installed the a/c system into. On June 10th, 2004 I woke up hot. It was 96% in my home. I called Air Systems, made an appointment for that day. The technician Tyrone advise me possibly a week to repair my compressor that was covered under warranty. I begged and pleaded for the sake of my child's medical condtion, speed up the process. Even if I had to pay for the overnite express of this compressor. I got a quoted 68.00 for the visit and 600.00 to install the warrantied compressor. Whatever I said, price not a factor. Before the Technician left, Tyrone, I asked where my air filter was so she showed me and advised my to purchase a filter immediately for it, so I did. I got a call that they could do the installation the next day. I thought how wonderful they are.
I got charged for 3hrs of work, a set price and the Tehcnician Tyrone was outta there within an hour and a half. Not even two weeks later I work up again with no a/c. Ummmm, I called the Air Systems local number, left a voicemail. (They quote 24/7 service.) No callback! So I called the Service Experts toll free number and she provide me a name of a lady to file my complaint. Ummm, so finally at 8:25am I finally call back Air Systems local number and schedule the same tech to come out. Fortuately, my husband was back from sea at this time so I didn't have to miss another day of pay. When the tech Tyrone spoke to my husband he stated he couldn't do anything at that point because my a/c was frozen due to the fact where he advise me to place the filter. It got sucked up by the motor therefore freezing up my a/c! My husband was irrate!
Called the company requested the supervisor which they refused to provide him one. Finally they got a nice Tech Steve out to my house. He had a very hard time finding the problem. He spoke to his supervisor over the cell phone who then advised him they did not even do the initial installation in my home. I told Steve his boss was a liar because when I first called on June 10th, Charlotte verified they did the installation and it was the model home...IT WAS!
So I know the boss was trying to WORM his way out of it. Bossman was telling him to go home and come back the next day. Steve stayed until after midnight and found that Tech Tyrone didn't sauder my compressor pipes back right and added the factor of the big error with the filter. To this day, we have yet to get one apology for the type of service we were provided via Tech Tyrone. Not once did the supervisor emphasize our case or made amends. I emailed the Service Experts twice because they have a garuantee on their visit. If they don't do it right the first time or we are not satisfied, that fee is refunded. Still not a response.
This is America and we work hard for what we have! We expect good service & products and should expect it. I recommend to one & all to boycott businesses that chose to do business this way!
They are too many companies who are willing to provide what we need and support the product or services they provide. Those business should succeed, not these immitators!
yolanda
jacksonville, Florida
U.S.A.
3 Updates & Rebuttals
Colleen
Warner Robins,Georgia,
Service Experts Leaves Customers Hanging
#2General Comment
Sun, June 30, 2013
I have had Service Experts since they acquisitioned Massengale Heating and Air in Macon, Ga in 2002 or so. They were okay for the first few years, kept their appointments, didn't stiff us for unnecessary work, etc. I purchased the service contract last year and we had one check up, and were trying to schedule our summer one this year. After making an appointment online, I got a confirmation email stating my appt. time and date. Well, my husband likes to be here when techs are here, and he had to work, so I canceled that appointment, and rescheduled on the site.
Well, the appt that I canceled, the tech showed up anyway. My husband was not home, and so he left. The next Saturday was to be our new appt. The timeframe was 10 to 2. NO ONE SHOWED. NO ONE CALLED. There is no way to verify your appt on their crappy website! I emailed customer service to no avail. I would get the standard email everyone gets, but nothing specific to me. I tried calling their Macon office, just rang and rang. I emailed customer service THREE times, and never received an answer. I called the toll free number and finally got someone to respond to me.
I was informed that Service Experts no longer serviced my area, and I had to go through a local company that took over the business!! How is that for communication from a company? No letter stating that they had a transition, and that we would no longer have them, but we would still get the same service, yada yada. NOTHING. I had just sent another $144.00 to them for a new contract, after getting a bill a week prior. You mean to tell me they never knew they were going to dump the Macon area? Whatever! I called the company that took over the contract. Nice, polite local man. Said he had TONS of customers calling about missed service calls, no phone calls informing them they were canceled or not showing up.
MANY people were left out in the cold (or heat since we live in Georgia) by this company with no word on what is going on, but they took our money. I would NOT recommend this sheister organization to anyone! They are so low down that when several irate customers went to Facebook to complain, they deleted our posts and blocked us!! No responses to our problems like other companies do to rectify the problems. This is a shady outfit folks, and you would be wise to go with a local company that relies on word of mouth to be successful. These big corporations come in and eat all the competition, and then leave after they destroy them. This is the worst company I have been screwed by. STAY AWAY!!!!!
swauss
tremonton,Utah,
Lies mixed with advertising in rebuttal.
#3General Comment
Thu, May 23, 2013
Service (so called) Experts is not in any way a small buisness nore do they have their costomer in mind! They are a corprate owned LENNOX company trying to put all small buisness out in each town they are in, they only care about the all mighty dollar! Don't believe me? Got to your local Service Experts branch their "call center" is twice the size of their shop. SALE SALE SALE is their only moto, your furnace is not working (it needs a $20 part) NOPE not to service experts you need a new furnace for $1000s more than your local HVAC business. They target senior citizens and house wifes, Again OWNED BY LENNOX they are playing Monopoly with the HVAC buisness. What they do IS a conflict of intrest and NEED to be shut down by my opinion.
Service Experts
Richardson,Texas,
United States of America
Many improvements since this report
#4REBUTTAL Owner of company
Wed, August 15, 2012
Dear Yolanda,
We regret that we did not see this review prior to now. Because your situation occurred many years ago under the previous management, we thought it would be helpful to tell you about all the great, positive changes that have taken place as Service Experts Heating & Air Conditioning.
First of all, we have invested heavily training and technology to ensure our NATE-certified technician identity and solve the issues the first time. We understand that your time is valuable and we do not wish to waste it. Today, Service Experts Heating & Air Conditioning offers complete, custom home comfort services specifically designed for you and your family and performed by our trusted furnace and air conditioning contractors*:
- Heating systems inspections, maintenance, sales, equipment installation, warranties and service plans
- Air Conditioning and cooling systems inspections, maintenance, sales, equipment installation, warranties and service plans
- Full line of Indoor Air Quality solutions, including every type of air filter, air cleaners, humidification control, fresh air ventilators and duct sealing
- Energy-saving Green Solutions, including household energy-reduction products and green heating and cooling technology
If there is ever a problem, we offer a 100% - 3 year satisfaction guarantee, so you can rest assured that your concerns will be answered. Finally, we created a convenient website to help customers with any issues whatsoever - www.ServiceExpertsCares.com.
We knows its been a while since you used us, but we hope you will be willing to give us a 2nd chance. Thanks.
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