Guaranteed Services Llc

I just got off the phone with this company in one of the worst customer services I have ever encountered. Our AC system was replaced at the end of September 2016 by this company. They offered a 1 year service warranty and a 10 year parts warranty. Since it was so late in the year we really didn’t run it all that much, we assumed it would work fine. The next year, 2017, we started to run it and it just wasn’t cooling the first floor (we have 2 AC units for first and second floors). I was almost in tears at this point because it is getting really hot inside and out by June and our brand new AC unit is just not doing the job. We thought maybe the unit was too small for the area it was installed to cool, we just didn’t know. By July it was unbearable so we called this company and explained that we thought the AC that was installed was too small. They came out to the house and said it was frozen. So we turned it off and let it thaw out, they came back to check on it (at the end of July) and said it was fine, they found no problems. I assume all they did was too off the Freon because when we turned it back on it seemed like it might be okay, the air felt cooler than before... but it was only running a little longer and winter came and it was turned off again. Now this year, 2018, we are having the exact same problems. We turned it on and it it’s not getting the house cool. We have it set at 71, but it gets to 75-76 at best depending on the outside temp. This has been a very frustrating journey, why can’t we get an AC unit that works? So I just called the company and spoke with ‘Misty’. I explained this whole situation to her and as she was getting ready to schedule an appointment I asked what the service fee was (assuming because of all the trouble I have been through with this unit and being that it’s the same problem as when the unit was in service warranty it would be waived) and she said it was $65. I said I wasn’t going to pay that, and explained again that her company installed the unit less than two years ago and I have had the same problem with it ever since. I said if they missed something when they came out a year ago I shouldn’t have to pay for their mistake of missing the problem. She refused to schedule me so I asked to speak with a manager. She said she was ‘an office manager’. So I asked for the owner and she wouldn’t give my call to anyone else, she instead said let me look up your papers and put me on hold. When I was taken off hold a VERY rude lady named Karen started talking. When I asked where Misty went she said she was busy on another call... Karen was an office clerk... so I’m not sure I went from talking to an office manager to an office clerk? Yet never seemed to talk to anyone with any real authority or knowledge about the situation. Karen was extremely rude and interrupted almost everything I said. She was on the ‘defense’ before she even heard me talk. She didn’t care about any of my problems, even though their company has been to my house way more than they should have after a new unit is installed. And she even claimed that I didn’t answer the phone last year, so they never actually made a visit. I informed her I had the paperwork from last year on July 20 to prove they did in fact make a visit. I’m not sure what to think of this company. I don’t know if they are scam artists, and never really fix a problem so you have to keep calling them back every year... or if they are just stupid and unable to fix heating and cooling problems. Either way, I spoke with another company over the phone who diagnosed my problem without even company out. They said if my unit keeps freezing and not cooling the house, it is running low on freon, and with a unit so new, that should never be the case, something was done wrong during installation. I’m very disappointed in this company. Please reconsider before using them for your needs.