Anonymous

Horrible customer service and response time and attitude.

they used to be a very decent company, in the last 2 years everything has gone completely wrong. You would think that since they added a service fee charge that they would use those resources to give better service but its been the other way. No one returns calls, they promise they would and a manager would call, they are completely incompetent....... This has happened several times and they are oblivious to everything. it is a complete shame that they have gone so wrong. hey used to be a very decent company, in the last 2 years everything has gone completely wrong. You would think that since they added a service fee charge that they would use those resources to give better service but its been the other way. No one returns calls, they promise they would and a manager would call, they are completely incompetent....... This has happened several times and they are oblivious to everything. it is a complete shame that they have gone so wrong.
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Reason of review:
Poor customer service
DEIDRE M Kwn
map-marker Fort Lauderdale, Florida

Poor Customer Service

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First, it is very hard to get an appointment (waiting a few weeks). Secondly you wait the timeframe for the tech and when he calls if they don't get you on the first call they cancel your appointment. I had someone wait for 5 hrs for a tech, they called and did not get an answer. I called the office (which is a *** poor call center with no customer satisfaction experience), advise me nothing they could do. I suggested could he come after the call he was on or after the last call and response from a supervisor was no he could not you missed and we can reschedule. Made a new appointment only because they have my payment. They now take your deductible prior to making the appointment so you are stuck. Advised supervisor I was going to cancel my contact (renewal in a few months) she said okay and provided me with the renewal date as per my request. Meaning no customer service, I would have asked or tried to find a way to satisfy the customer to keep the business. Advised, it is unfortunate that you are so large now that 1 customer satisfaction review means nothing. Very dissatisfied!!!
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Cons:
  • Customer service poor
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Do not ever use this company no service

NO CUSTOMER SERVICE AT ALL. Called 11 times left return phone # no response Hung on for 74 minutes waiting for a person to answer
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Reason of review:
Poor customer service
1 comment
Guest

Customer Service is GONE !Will they ever answer a call ?Might be going out of business?Hard to run a business when they don't pick up phone or return a call !This company clearly is going out of business and taking everyone insurance money? Need to call Better Business Bureau !

Jerome S Aet
map-marker Fort Lauderdale, Florida

Does not honor contract

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They would not fix my washing machine or total it for replacement. We had been customers with a replacement contract for over 17 years. Our washing machine would not enter spin cycle to wring out clothes. The washer had some rust on the top section with the door that did not affect wash. We called for service and repair man (#1) came to fix. When he saw the small area of rust on top he said he would not fix it and left. We called to complain so they sent out repair man (#2). He said no problem, he would order parts and fix it. He showed me that by using my key to hold down a lever the machine would think door was closed and enter spin cycle. Then with a very little push on tub from me it would spin. When it got up to speed I could let go of key and close door to complete cycle. I got a call from Service America telling me that I had to pay part of cost for parts. I gave them my credit card and they set repair date for Dec 20, 2018. On Dec 20 #1 came back and although he now had parts in truck he would not fix it. Then their plumber came by to fix a stopper in my sink. I told him the story and he called head ofTechs who said it would be fixed. It never was fixed. For three weeks we got calls from customer service reps about renewing our contract due Jan 19. When I told them story they could not believe it and said thay would send it up management chain to be resolved. They kept calling, but it was never fixed. SAVE YOUR MONEY AND DON'T DEAL WITH THESE LIARS!
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Loss:
$1600
Reason of review:
Warranty issue

Preferred solution: Full refund

Anonymous

Service America Terrible Service!

The monthly fee keeps getting automatically deduced on time every time, but when it comes to service from their end nothing happens! After a couple of calls they finally sent a service person to check my water heater, he gave a quote to replace it and we agreed with it but having them go to do it has been an impossible task! Still nothing done after 2 months.. If you're looking for home insurance do your homework before purchasing from these guys.I suggest you go with someone else.{{Redacted}}
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Reason of review:
Bad quality
Terry E Pah
map-marker Fort Lauderdale, Florida

Do not purchase any home warranty

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My washer machine broke is a 5 year old model. They came and found out that it need it to replace some parts. Then aproximately 8 days later told me that they will come and fix the washing machine. i stayed 8 hours waiting for them and finally called them and they said that the part had not arrived yet. i been calling customer service since then, every 5 days and no answer at all. Always say that a supervisor will call and has pass more than 25 days. I have been a customer for more than 10 years. I do not know who else to complain which is really unfair to pay a yearly contract and not receive the promised service from a company.
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Loss:
$800
Reason of review:
Warranty issue
Anonymous

Unbelievably Poor Service!!!

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1.1 To Date: I have not received a call from the President of the company as requested. I guess they figure an unhappy customer is not worth his time. I have been contacted by the Assistant Manager of Customer Service. She seems to be a very nice person. She has explained that they are making changes to the way the company is run and trying to improve it. Sadly I let her know that on my last occurrence of poor service I was told the same thing. Not to be cold but that should not be my problem! Unfortunately it is! I have requested a full refund and according to the Assistant Manager of Customer Service a refund is on its way. She did offer a discount if I would reconsider. Hmmm, pay less for the same poor service. NO THANK YOU! What would have really caught my attention would have been if they had offered to refund in addition the difference I paid to get a water heater in a reasonable time frame. One last note, if you want to know how important customers are to this company you only have to ask, why hasn't the president called me as I requested, why is the only person that has called me and seemed to be a caring intelligent person is the ASSISTANT Manager of Customer Service (no offense meant to her, she is very nice and qualified), and do they have a Customer Service Manager that knows how to use a telephone? By the way I even offered to assist them in developing a good customer service environment. I possess a Ph.D. in Engineering with a specialization in work design and productivity. I am highly qualified in establishing highly driven and successful customer service environments. Sadly the truth is that they do have a few employees trying to do the right thing for the right reason. The rest just don't care.
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Loss:
$400
Cons:
  • Unreliable scheduling and fraudulent information
  • Clueless serviceman
  • Repair replacement
Reason of review:
Poor customer service
Anonymous
map-marker Fort Lauderdale, Florida

Refrigerator not working

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Called for service for refrigerator not working on Sat 3/3 - when technician arrived said a part was needed and it will be ordered on Mon, 3/5 due to weekend. Technician stated we will be contacted on Mon 3/5 once the part was ordered. Tue 3/6, have not heard from Service American, have called twice and nobody can tell me whether the part was ordered. Requested to speak to Parts Dpt and was told they don't accept calls. It's been 5 days without refrigerator. Extremely poor customer. Seems that when you call the call center, they have no access to what's going on. It only shows that a service call was requested and that the technician did place order for part. Again, very poor customer service.
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Cons:
  • Customer service poor
Reason of review:
Poor customer service
Ediberto Sqi
map-marker Fort Lauderdale, Florida

Service America: irresponsible company and careless Customer Service

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An appointment was made on 12/26/17 to have our A/C repaired on 12/28/17 (yesterday). First off, when we asked for a specific appointment time or time frame at least, the Customer Service Rep told us that she cannot provide us with neither but that we should wait for the Technician to come between 8:30am to 7pm. I have also requested to have the Technician give me/my husband a call before arriving so that we would be at home. However, we were told that she (Customer Service Rep) does not have the ability to contact any of the Technicians. I left it as is, despite the obvious communication disruption and poor customer service that I was given. Yesterday, upon being stranded at home waiting since 8:30am, we called twice: first in the afternoon and were told to keep waiting until 11pm as the Technician would come any minute. Then, I called by 7:50pm and was told that "the system" in Miami area has been consistently crashing over the past few days and that multiple services have not been completed. I have insisted to have somebody from Service America resolving this once and for all by either calling a Technician and have him call me/my husband or by giving us a Technician phone number for us to call. We were denied of these possibilities and were just offered an apology over and over without a definitive resolution to our issue. The Customer Service Rep could not do anything else and nobody else so far has cared to solve this. We can't do anything with just an apology. We need our A/C fixed ASAP as we have been waiting for almost a week now. Needless to say, as suspected, no Technician showed up to our appointment or called. Moreover, it is clear that we were given different stories by various Customer Services Reps and that these don't add up. If Service America Representatives and Technicians can't even communicate among themselves effectively, without a doubt they cannot render a good service to their customers.
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Loss:
$55
Cons:
  • Unreliable information from customer service rep
  • Terrible customer service
  • Technician not showing up to service appointment
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Jeannette n Jca

So bad I can’t even explain in sentence

4months 4appointments to fix my dryer not only did they not fix it in three months but broke it even more I wil Never never never use them again they slso charged my credit card 95 dollars for no reason and I can’t get them to fix it
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Reason of review:
Bad quality
Anonymous

Bad Service America BAD SERVICE !!!!!

Use clorox bleach. You can buy tablets on Amazon for $5.95 that kills the algae in your pipes so the water can drain out. The employee could have used the bleach 1 cup every two or three months, that you have in your home. The employees are not what they use to be. They hire brain dead employees that are trained to get in and get out not solve the customers problem.
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Reason of review:
Poor customer service
Anonymous
map-marker Fort Lauderdale, Florida

Greedy and Cheap a bad combination

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I had been a loyal Service America Customer. Then last year the price went down but there was a $49 service fee which was instituted. I only used them once during the year for an AC problem. They always try to patch stuff up even if you have paid for replacement. Got my renewal notice service call is now up to $65 bye bye Service America you have now the greediest of all the Home warranty companies. The operators are rude and making an appointment next to impossible. I will go with CAC or another company. The public should beware of the crap business model this company dispalys.
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Cons:
  • Pricing and quality of customer service
Reason of review:
Pricing issue
Anonymous

LOSING A 15 YEAR CUSTOMER

Don't know what has happened with this company. After using them for 15 years, we are totallty disgusted...not only with their service but the long "hold" times when you try to reach them. Tried to set up a service call on line..couln't achieve that.....numbers given to vertify us didn't work. Excessive time wasted. In particular.....we ordered service on a non cooling a/c about Dec. 20th and were told that they needed to order a part. OK......left town on Dec. 26th and called them about every 3 or 4 days to check to see if the part had come in. We were told....no,......but low and behold they came to our house (without calling first) and of course, could not get in to fix. Called again quite a few times in early January and were finally told that since they could not get in, they sent the part back (CAN YOU IMAGINE????) During this time, we heated our house with the oven (more money we spent for electric as it was on 24/7). When we returned to town we called again on Monday. January 8th and was told they would be out between 8 & 1PM on Friday, Jan. 12th to fix our a/c. When they didn't show up, we called the office again (each time we called it took appx. 40 to 45 minutes on hold to talk with someone. At that time, the appt. setter said that a supervisor would call us back. YOU GUESSED IT........NO CALL. So once again we are forced to call them again and they said they didn't have the part and we could get service next Wednesday between 8 & 1PM. How's that for service?????? This company thinks all we have to do is sit home and wait for them in a 5 hour window. Absurd wouldn't you say??That's after holding on for a long time on each phone call we made to them. In the field I hear other horror stories about Service America so I don't know what has happened within the company but someone needs to wake up. When we originally took out our service contract, we bought one for our son and our daughter. NEITHER WILL RENEW BECAUSE OF THE BAD EXPERIENCE EACH ONE HAD. Have we heard anything from company management....you guessed it.......NO no no This was our second bad experience with them. The first one cost us over $300 for an evening call when they said they had no technicians on duty that day. They advertise service 24/7.......a laugh. Mrs. Kelly C (727) 215-****
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Reason of review:
Poor customer service
Anonymous
map-marker Fort Lauderdale, Florida

Terrible service

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It is taking 3 weeks to get my washer repaired. When I called for the repair they told me that the earliest they can send the repair guy was in a week. I asked if it was possible to send him earlier and they replied: "Only if you pay $75.00 more on top of the required $50.00." What a scam!! At this point my washer has not been repaired, Today is the 25th of Feb/2018, the washer broke down on Feb. 12th. The repair came on Feb. 20th he ordered the part and it is scheduled to come back on March 5th. At this point I gave up and purchased a new washing machine.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Terrible Customer Service

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My service appointment window was 8am-1pm, I received a call from the service technician at 11:45 to tell me that he is 1 hour away from my house and that he still has another call ahead of me. I ask him to please make it to my house as soon as he can as my A/C until is not cooling and my house temperature is over 80 degrees. I decided to contact customer service, well Big mistake. They are absolutely no help, according to the representative there are no managers on duty and all she can tell me is that the service tech call me to let me know that he is running behind. This she even know what customer service means? Maybe not, at this point I would not recommend Services America to my worst enemy. I’m very disappointed!
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Reason of review:
Order processing issue
1 comment
Guest

Agreed -They r awful. Will not renew with them again .

Have used them for over 20 years when they used to be family business -Amira service- not worth the money . Potential customers should stay away .

They really stink. Have been waiting for 9 hours for technician to show up and even though I have service contract they r charging me $45 for visit that does not look like its happenning