A1 HEAT & AIR CONDITIONING ,ORLANDO DO NOT USE THIS COMPANY!!! FOR A PROFESSIONAL, CALL ANOTHER AC COMPANY!!! Orlando, Florida

I work for a professional management company and am a certified property manager for over 10 years, thus I work with professional vendors everyday.

One tenant had an issue with their heater in this cold snap we are experiencing in Florida.  Our Maintenance Supervisor contacted this "A1 - HEAT & AIR CONDITIONING" Company.

A1 Heat and Air explained that they will not even BOOK a service call WITHOUT a credit card number (a little bit different but not a problem).  So I heard the Maintenance Ops Manager give the business credit card number to a "Ray" over the phone.

Ray then called our tenant and scheduled an appointment for 5 PM the next day, when my tenant was available. 

**THEN I get a frantic call from my tenant at 5:03 PM the next day, saying that he just got a call from a "Lila" who said they couldn't come out without a credit card number on file.  My tenant told Lila my landlord handles that and I will have her call you.

So, I call and call and call but NO ANSWER.  Finally, my tenant calls me back and has Lila on his other line, so he conferences us in.  Now with my tenant on the phone, I explain to Lila that I myself heard Craig give the credit card number over the phone yesterday.  Lila said there is no record of it and "I have been working with Ray for 18 years."  Then I said but Lila, if your company policy is NOT to even book an appointment without a credit card on file, then why does my tenant have an appointment booked for half an hour ago now at 5 PM?  Then I said, "I am uncomfortable with the company credit number just floating around your office and no one knows where it is."

***Lila responded, QUOTE - - - > "I WILL MAKE YOU EVEN MORE UNCOMFORTABLE.  I HAVE THE RIGHT TO CHOOSE WHO WE SERVICE AND I AM NOT GOING TO SERVICE YOU!" followed by her hanging up!!!

Now, here is my poor tenant who had NO HEAT and a young baby at home, who was supposed to be serviced right then by a company that isn't showing up because of having NO CREDIT CARD on file even though we handled it correctly and they in fact did have our credit card on file. 

I am SHOCKED by the unapproachable level of unprofessional I encounter by Lila while my tenant is on the phone and as the property manager, I have the responsibility of getting someone to fix the heat ASAP.

I start calling the office over and over as does Craig in Maintenance.  Finally, someone tells Craig that Lila is just a dispatcher and an owner of the company will be calling Craig back. 

THE OWNER IS DAVID ADKINS and the company has been around since 1987 (we thought a good reputable company - HA, what a joke!)

Craig steps out of the office and a call comes to his line.  I answer his phone since I knew "an owner" is calling back.  The man says his name is Gary Adkins (so I figure it is probably the owner and I am relieved.)

I recounted exactly what happened and Gary says "Well, Lila has been with me for 18 years and so has Ray and I gave Lila that authority to choose to not service customers."  I said well I understand that you trust her, but there was no valid reason for her to be so rude and hang up on me, to which Gary says "Well there must be more, there must be something else that happened."  I said I have no reason or incentive to make this up about a complete stranger and that Lila wasn't being completely honest about the events.  Gary says, "Now you are calling Lila a liar!" 

I mean is this owner kidding - does he think that his employee of 18 years that he completely trusts to TURN BUSINESS DOWN is going to tell him, 'YES, I was RUDE and UNPROFESSIONAL'?????

It was then IMMEDIATELY OBVIOUS why Lila acted the way she did.  Because any honest customer with a legitimate complaint will get met by a defensive and unbelieving Gary, the owner (really David Adkins).  When the owner won't believe that you were rude, unprofessional and just didn't have the ability to show up to a scheduled appointment so you find some reason to blame it on something - like no credit card on file - why wouldn't you act however the hell you feel like and be rude to customers if you don't like them questioning you on what happened to the credit card number that was taken down the day before!!!

Then I said "Gary, there are a lot of other A/C service companies, why would I make this up?" and then Gary said "yes there are a lot of other companies so you can use one of them." 

THEN I RESPONDED BASED ON HOW YOU EMPLOYEE LILA ACTED SO TERRIBLY AND IT IS OBVIOUS THAT YOU TOLERATE THIS BEHAVIOR BY NOT EVEN BELIEVING ME, I AM GOING TO FILE A COMPLAINT WITH THE BBB AND THE ORLANDO CHAMBER OF COMMERCE & Gary said do what you have to do...

See, that is why I am writing this report and taking more of my precious time.  I didn't have to write this report Gary - but I can not fathom how you have been in business for 18 years running it the way I experienced your company over the last 2 days!

*****************DO NOT USE THIS COMPANY - RUN TO ANOTHER AC/HEAT SERVICE PROVIDER - one that is truly professional and will treat you with the respect you deserve as a customer - and actually show up to their scheduled appointments and not lie to their owner just to avoid getting in trouble for how they really acted!!!