Kozy Services - Cheryl Rude, unhelpful, uninformed, irresponsible, lacking in any kind of book keeping skills, incompetent Dallas Texas

I wish I could give less stars.

We are currently awaiting our fourth visit to get our A/C fixed. We were required to use this company through our home warranty service.

First visit, they got the air running in our back house but not in the main house. They determined the rest of what we needed wasn't covered under home warranty, and we would need to schedule them independently. (Not true, home warranty DID cover a portion of our duct work.) Second visit, the unit they fixed in the back house leaked through our roof for two days but they inspected the main unit again and determined that they could fix it but we needed to completely reduct both houses. The third visit, they reducted both units, determined that the main unit was completely out of freon, and added 6.5 lbs. They say they checked for leaks, but four weeks later, it appears as though 6.5 lbs of freon have once again leaked out.

The city needed to inspect our new duct work. Kozy continuously called the wrong number, a disconnected phone, until they sent us a "final notice" letter in the mail about their "continued attempts" to schedule an appointment with the inspector. We called and once again gave them the correct phone number. They left a voicemail on the CORRECT PHONE NUMBER stating that they had updated our records to show the new number. They were to reschedule the inspection, but SURPRISE, they gave the inspector the old phone number so we got a nice red "WARNING" on our front door for missing the appointment. We called both Kozy and the inspector to reschedule, with no response. We then got a certified letter in the mail from Kozy stating that we were negligent in helping their attempts to schedule the inspection- a letter which they sent a copy of to the city, and a letter which didn't even have our correct address. Conveniently, we got this letter the day the A/C went out AGAIN. So here we are, and Kozy called at 9:30 to say they'd gotten an email from the inspector at 8:30 stating that he would be here between 8:30 and 9:30. Contacted Cheryl, the most abhorrently incompetent bumpkin I have ever had the displeasure of trying to communicate with, who said "he had until 9:45 to get there." Well, 10:30 and no inspector, so she reveals that she has no contact information, doesn't know which inspector is supposed to come to the house, and will try to call the city. LO AND BEHOLD, the inspector had already come and gone AGAIN before Kozy even called to tell us they would be doing the inspection this morning.

As a resolution to this problem, the tech informed us we would be getting our situation taken care of for free. Kozy calls to tell us that we would owe $1,155. Why? We weren't up to code, what do you know! Funny how they know that when they haven't been able to get an inspector up there. ALSO, we were responsible for 11 lbs (when our system holds 6 bs) of freon to replace the 6lbs they put in FOUR WEEKS ago, right after they checked for leaks.

This company is a complete joke. I have never worked with more incompetent, ignorant, rude and unhelpful people. Cheryl had the gall to raise her voice and try to speak over me to tell me it "wasn't her fault" that we didn't answer the door when the inspector that they didn't tell us was coming showed up.

Would absolutely not recommend.

******UPDATE AFTER AWESOME CUSTOMER SERVICE******

Julio, an a/c technician with whom we had worked previously (who helped determine that our issues WERE covered by home warranty) came out today to see what could be done about our system again not cooling. He was able to quickly determine the problem, and made a real effort to help us and improve our experience. He has, on multiple occasions, been a great help to us and a source of knowledgeable advice and wonderful customer service. He is assisting us in rectifying the miscommunications by office staff, and I am confident that our issues will be resolved in the near future. Thanks, Julio, for making such a wonderful effort to help us feel at ease about the company and its services.