- Report: #1140208
Report - Rebuttal - Arbitrate
Complaint Review: Service of America
Service of America2755 NW 63rd Ct Ft. Lauderdale, Florida USA
Service of America Could not repair A/C in SIXTEEN Days, brought in outside contractor who fixed, refuse to reimburse the $975 we paid the contactor, refuse to refund the yearly service contract, seem totally unconcerned they couldn't fix an issue their contractor fixed in 4 hours. Fort Lauderdale Florida
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For 3 years or so now every time we've called Service America out (every 3-4 months) they fix the A/C (rig it to work), but tell us we have a leak...no one has ever suggested how we should find and repair said leak, until one nice technician in March. He explained It involves disconnecting the A/C for 48 hours, then they come back and see where the leak is coming from. So off the A/C went for 48 hours...or so I thought. After 3 missed appointments they blamed on a computer GLITCH (now we've been 6 days with no A/C) a different tech came out and told us that the leak was coming from under the slab of the house, which isn't covered, so we would have to have the parts people come out to price laying down new lines. Meanwhile, the tech refused to reconnect the A/C. The parts people, thinking they were going to get to sell us something, showed up in record time, only to be disappointed that they couldn't get to the areas in the house that would need to be redone to relay new lines. They told us they have an outside contractor who does that kind of work for them and they'd have him call us to come and do the repairs. Note- they turned off our A/C on March 24th and their outside contractor didn't show up until April 3rd. This is South Florida and even in March/April it was reaching 90 degrees in the house. Well, the outside guy took one look at it, said "no, the leak isn't under the slab, it's right here off the handler" (which Service America installed for us 5 years ago and so likely caused the leak when installing the new handler) Since it wasn't under the slab or even under ground, that is a repair that Service America certainly could fix under the terms of the contract. Their contractor went ahead and fixed it in less than 4 hours and recharged the Freon, and we had to cut him a check for $975. Service America never told us to call them and check before having the repair work done by their contractor, nor did the contractor stop to call Service America to get their 'go ahead'. we had A/C for 20 hours when a fuse in the handler blew and we again called Service America. TWICE more they missed our appointment, blaming it on a computer glitch (even though we had THREE messages verifying our appointment for the next day on two different phone numbers!).
They finally sent us a tech who showed up at 8 PM, who repaired the fuse and now we finally have air. We were without A/C for SIXTEEN DAYS in 90 degree South Florida weather. We demanded to be reimbursed for the $975 we paid out of pocket. After all, what's the point in having a service contract if we have to pay for our own work? If not the $975 we want a refund of our yearly contract fee since they didn't repair anything. Now Service America claims we had unauthorized repair work done by an outside source and they're not responsible. Hunh? They brought in the outside guy to us, it's not like we picked him at random from the phone book. They told us the outside guy was the one who does all the work they don't do. They gave him our number to call us and set up a service appointment. A man named Harry from Service america called me daily to find out if this outside contractor had yet shown up. How were we to know that if it turned out it could be done by Service America we should send this other guy home...especially since we'd already been without A/C for 12 days by then?! Service America gave no instructions about this to their contractor or to us. Furthermore, how is the company not in breach of our service contract when we had no A/C for SIXTEEN days and they seemed totally unconcerned and unable/unwilling to fix it? How many days were we supposed to give them before concluding they couldn't honor their end of the contractual agreement and hired someone on our own anyway? (and the outside guy managed to fix it all in 4 hours...that's all it would have taken to solve this days before!!) And finally, if they couldn't honor the contract and repair the A/C, then shouldn't we at least get our yearly payment back for the contract, since they couldn't uphold their end?
This company is ridiculous and should be ashamed of themselves. So we're out: - $500+ for the yearly service contract - $975 for the outside contractor work - At least 4 days of work where schedules were rearranged so someone would be home for the technician, when they either canceled or never showed up (Due to this convenient computer glitch) or showed up at a time we weren't scheduled for when no one was yet home. - An A/C unit (compressor) they claim isn't compatible with our handler- even though they installed the handler 5 years ago and never mentioned we'd have to replace the compressor too, and so the A/C breaks every 3-4 months. Each time when they realize we have no intention of buying a new unit (we have a replacement contract, after all, so why should we replace it when it's their responsibility when they can no longer fix it) they rig it to make it work for a few more months until the next time it breaks. - The stress of 16 days with no A/C. While I was writing this they called and offered to pay $275 of the $975 we paid out of pocket to cover the Freon recharge, still maintaining they didn't authorize the work, which indicates to us they know they are in the wrong and we intend to pursue this by any and all legal means. We'd appreciate any help we can get on this matter. We have careful records of all dates, names, extensions, cancellations, and phone calls in detail to back up our information which we are happy to furnish upon request.
This report was posted on Ripoff Report on 04/20/2014 01:23 AM and is a permanent record located here: http://www.ripoffreport.com/r/Service-of-America/Ft-Lauderdale-Florida-33309/Service-of-America-Could-not-repair-AC-in-SIXTEEN-Days-brought-in-outside-contractor-wh-1140208. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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