My previous boss had been using Atlas Services for his home maintenance contract for a couple years and I worked with one of the employees over the phone several times. I decided to sign a contract for my home as well, although all of my appliances were quite new. After the first year of not using them, I was inclined to not sign again. They solicited me with a discounted offer which included a free a/c maintenance call which was advertised in their brochure.
The woman on the phone told me she would "put it in my records" and I wouldn't have to worry about it. I waited until almost the expiration of my contract and called to get my free a/c maintenance check and they said I did not have any coming; that would be if I signed a new contract. I said, no, this was promised for the current contract. Well since it was never typed on the contract, although I had their brochure indicating that if you renewed your contract by a certain date and I faxed them a copy of it, they still said I was not going to get it.
Of course, the employees I had known previously no longer worked at Atlas. Then one of the customer service reps got rude and snapped at me that I had already talked to the owner, Kimberly, and that she had said no. At this point, I had not even talked to Kimberly. The CSR finally calmed down and decided to appease me and schedule the maintenance call. After the service was performed, I got a call from Kimberly, who had no knowledge that the call had been completed, and she told me that she could not feasibly give me a contract for that amount with a free service a/c checkup.
I played along with her, not advising her that the guy had been out. After all this, a couple weeks later, they called and wanted me to sign the new contract. Thereafter, I have had this loud rattling noise coming from the unit, which I realized a screw was missing. Now today, apprx. 7 mos later, I had to pay another company $125 for a freon leak test (required by law) due to the unit being low on freon because of a valve that was never tightened by the Atlas serviceman.