Naveen Gnb

Very Poor experience/ No concern for customers

On June 4 2018, I tried to call to schedule airconditioning service since neither of our 2 units were cooling. Even at 8.01 am, I was put on a long hold. I tried scheduling online but the authentication code that THEY sent to my mobile phone was not accepted by their own ownline scheduling system. After 20 minutes of holding the phone I finally got through and was told somebody could come out between 8-6 on Thursday, June 7. I would not have been able to take the whole day off and therefore she suggested Saturday June 9. I was fine with this and gave my credit card info, and got an email confirming the date. In the evening of Wed June 6 ,I get a message on my phone stating that they will not be able to come Saturday but will come between 8 and 6 on Thursday Jun 7. (this was not an option even the first time) How am I supposed to take time off work suddenly for the whole day does not seem a concern to them. I try to call back at 5. 20 pm stating I am not OK with this and am put on hold for 10min before the call getting disconnected from their side. I had to endure their dreaded phone system again the next morning to cancel the service since I would not have been home. In frustration I contacted a local A/C dealer who came out that very evening and worked around my schedule to fix the problem. I am sorry that I renewed a 2 yr contract with Service America in 2017. definitely will NOT be doing so again
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Loss:
$4750
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Elaine G Dgh
map-marker Fort Lauderdale, Florida

Total lack of service after having contract with service america since 1995

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hot water heater (under contract) was without hot water for two weeks..Said did not have available...customer service did not respond and kept cancelling appointments..In desperation I called plumber who replaced with new hot water heater for a cost to me of 1189.60.. As a customer for 22 years this is not the service I should have received.. I have an invoice for this replacement hot water heater ($800 + $389 labor)..I expect to be compensated and reimbursed for your inexcusable lack of service!!! Elaine Gardner-------Contract #202**** P.S.--I also was charged $130 for a service visit to check on the problem and was told I must pay another $225 for an administration fee.. You can now understand why I have been this pissed off and expect response to this request...
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Loss:
$1190
Pros:
  • But ineffective in getting proper installation
Reason of review:
Poor customer service

Preferred solution: Full refund

Henry s Nyi

Stinks. On hold for hours.

Customer fir 25 years finished no more On hold for literally hours I refuse to pay $55. Fir lowsy service and disgusting customer service. Will absolutely not renew my contract. You should be dam well ashamed
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Reason of review:
Problems with payment
cathy m Uig

Over payment on service contract

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I called today and was on hold for 45 minutes on hold. Then I was transferred the accounting office and I then was on hold again for 20 minutes and then I was disconnected. Very frustrating! I paid my contract for a year back in April in the amount of 279.19. I had previous paid by monthly. The April monthly payment of 24.78 was deducted from my checking. I called and they corrected the amount. Then May comes around and they deducted it again. I called a week ago and they said it would be corrected.It has not been corrected! So I called to today and got no where! My account number is 523****, the name on the account is Cathy Cocorikis Mamas. I would appreciate if this could be corrected.
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Reason of review:
Poor customer service
angelsana S

NO call back

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I have spent 2 weeks trying to get service on AC, I have a service contract, no one there calls you back no matter how many times you call them. They told me I need a compressor and they would order my part but it's been a really long time. I'm in field service and I have a 48 hour response time to arrive there and that doesn't include a phone call to the customer, they expect a 2 hour response to a call. This is just poor customer service. They promise someone's going to call you back but no one does. I've left messages for the service manager to call me and still no one calls. I just don't know what to do, it's getting really hot for me and my family. STAY AWAY FROM SERVICE AMERICA
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Reason of review:
Poor customer service
Anonymous

I’m cancelling my contract

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I am starting to look for another service company. I have been trying to speak to a person to inform me that the co pay went up from $50 to $105. I was never informed. But every time I try to call my call never gets picked up. So far I am waiting again to speak to someone and have been on hold for over an hour. This is the third time I attempt to call this week. Also, on the automated online website I won’t get an appointment until 7/23 in 10 days. I don’t think I would have to pay this much if I called a plumber myself. Bye Service America!
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Reason of review:
Pricing issue
Sandra W Fnm

Bad customers service

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Hello, I've been calling for three weeks trying to speak to a customer service representative. I have emailed and all. I've been placed on hold for our 45 minutes. I purchased two contracts for my duplexes from your Orlando offices. I have not received my contracts. I want to cancel my agreement. Poor service. I'm not happy with the service. And you guys are taking my money monthly.Dead
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Reason of review:
Poor customer service
Anonymous

Booking an appointment and co-payment

I have been with Service America for 25 years. Not only do you have to pay for a contract you also have to pay for a co-payment. The co- payment went from $55 to $65 this year. Getting thru to them can take up to an hour. If you are lucky you get to talk to someone otherwise it’s all automated. If you have trouble with your AC it could take anywhere from 3 to 5 days before anyone comes to fix it. That is not except able since I live in Florida. If you want someone sooner not only do you have to pay the co-payment you have to pay an additional $75. Not happy
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Reason of review:
Pricing issue
Anonymous

Worst service ever.

Constantly keep you on hold for hours, technicians don’t show up when appointments are set. I would not recommend this company.
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Maria A Mlb

Don't answer

No one has the ability to resolve simple issues!!!! please hire people to answer the phone calls!!!!! I hate this company! I hate it. No one has the ability to resolve simple issues!!!! please hire people to answer the phone calls!!!!! I hate this company! I hate it. No one has the ability to resolve simple issues!!!! please hire people to answer the phone calls!!!!! I hate this company! I hate it. No one has the ability to resolve simple issues!!!! please hire people to answer the phone calls!!!!! I hate this company! I hate it. No one has the ability to resolve simple issues!!!! please hire people to answer the phone calls!!!!! I hate this company! I hate it.
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Reason of review:
Problems with payment
Anonymous
map-marker Fort Lauderdale, Florida

Worst Company in America

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This is the worst company, they leave you on hold for 2 hours to try to make a service apt. I had them out for a water heater that needed to be replaced.. it took over 3 weeks and then they tried to give me a cheap hot water heater instead of the same type I had. I refused and it took another week to get the correct one. I have an AC that is down and I can’t get them to answer the phone! This contract was given to me by my buyer realtor; but I have Always had American Home Shield on all my other homes, they treat you better and get it done right and quickly the first time. Will Never Recomend the horrible Company!!!
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Reason of review:
Poor customer service
Anonymous
map-marker Fort Lauderdale, Florida

No Service

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History of contacts with Service America: I have had the contract with Service America since April 2015. In the first year I had a problem with my ice maker. I paid $45.00 for the service call. After 2 attempts and a replacement of a part my ice maker still jams, does not deliver ice and then afterwards drops ice on the floor. I was told by the serviceman that ice makers are temperamental! In 2016 I started having a leak on the floor coming from under my washer. I paid $45.00 for a service call however they were not able to determine the cause of the leak. The last time they came out to look at the washer was March 2017. In April of 2017 I renewed my yearly contract after speaking with Shanda a contract manager to explain the ice maker issue and the new issue I was dealing with which was a leak coming from my washer, Shanda assured me if I renewed my contract she would personally see to it that I would have a senior person in the washing machine repair department with more expertise come out to repair the leak under my washer. The same repairman was sent out and the result was the same. The washer continued to leak. So, I had already renewed the contract but neither the ice maker nor the leak from my washer has been resolved to date. On August 31st of this year, I called because my washer had no power. I paid $45.00 up front for a service call. The first appointment was set up for September 7th. On that day I received a call that the appointment was cancelled and was rescheduled for the following week. This was blamed on a hurricane coming. This company is based in Ft. Lauderdale and as they were preparing for a storm they sent home every worker in the state apparently. I asked to speak to dispatch and the request was denied. I asked to speak to a manager and that request was denied. I told them I live in Orlando and we don’t have any storm emergency here and that my ADT repairman came as scheduled and my lawn crew was here working as usual to no avail. The following week a technician came out on September 15th after they arbitrarily changed the time of the appointment by 2 hours without telling me until I called and then the repairman was 1 ½ hours late. He told me he needed to order a circuit board and I would be scheduled to have the board installed. When I called on September 22nd to see when they had scheduled the installation visit I was told that my appointment again had been cancelled. Since I was not even notified that the appointment had been cancelled I asked to speak to a manager and I was told by Sheena that she was a manager and the appointment was rescheduled. I told her I was now 3 weeks without a washer and this was unacceptable I needed to talk to someone else who had some authority to send someone out to install the ordered part. She transferred me to Ricardo another manager who told me the same thing. On September 27th I received a message to saying they were again rescheduling my appointment for September 28th (now for the 3rd time). It was too late in the day when I received the message to call back so I started calling early the next morning on the 28th when the appointment had been scheduled and I repeatedly asked to speak to someone in authority who could make some arrangements to send someone out that day to get the part that had been ordered installed in my washer. Ricardo again told me he had no other repairmen to send out, there was no one else I could talk to and I would have to wait. I ask if they could use their “Express Repair Service” employees and he said no. I asked if they could ask another employee to install the part at the end of the day and work a little later he said no. I asked if I could speak to someone in the administrative offices and he said he would leave them a message to return the call. At that point, I again called Shanda in contracting. Shanda was not in the office yet but I was able to talk to Zaria in contracting. She told me she would have Tracy Grant in the president’s office call me. Tracy Grant called later that morning. I told her I had been without my washer for 4 weeks and my appointment was just cancelled for the 3rd time. I asked if she would arrange to send another repairman, etc. just as I had asked for earlier in the customer service department and this is when I was told the part had been taken home in the company truck by the employee who was ill. I told her I had no guarantee that this employee would return the following week and she needed to send someone to get the part and then assign someone else to install it. She said she could not do that. I told her she could do that but she wouldn’t and there is a difference between not being able to make a concession under the circumstances and simply being unwilling to make a concession to help me. I told her if she would not authorize overtime or whatever she needed to do by 5:00 pm that day I would have the part sent overnight and I would have the LG repairman install the part tomorrow. She offered nothing except for me to wait until the following week. I told her I have a disabled child and an ill dog and I have been washing clothes by hand for 1 month and I would not wait another day. I was done with Service America and that I wanted a refund for the full amount of my contract not a prorated refund. I also told her I would be contacting the Better Business Bureau because I have never seen such a lack of professionalism, lack of customer service and general lack of consideration for customers as I have experienced with Service America. I had the part installed the next day. I paid $245.75 for the part and $120.00 to have it installed. I was called by Service America dispatch on Monday, October 2nd to tell me a repairman was scheduled to come out. I told them I had the washer repaired and I wanted my service contract cancelled. Someone named Marilyn from Service America called on October 9th to let me know how sorry they were for the problems I had with my washer. I told her that sorry was an inadequate response to the distress I have been put through for the last month. She again said she was sorry and would make sure I got a refund of my contract fee and a $25.00 gift card for my inconvenience. I told her I would not accept a partial refund and she needed to refund the full amount. I have paid $372.23 for my contract and $45.00 on 3 separate occasions with nothing to show for my payments.
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Loss:
$372
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Poor service

5 days delay for an appointment to fix our AC? Five days without AC at 100F, if that is not a priority for them, so what?
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Davonne Uso
map-marker Fort Lauderdale, Florida

Unbelievably Poor Service!!!!

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I contacted the company on a Thursday and let them know that my water heater was leaking water. I was initially informed that the soonest an emergency response could occur would be the following Tuesday. If I were to wait for a scheduled call it would be 12 days before they could be on site. I found both alternatives to be unacceptable responses and requested an emergency service call on Friday. After 15 plus minutes of holding the agent came back to tell me that someone would be on site Friday but could not provide a service window. I then let her know as they had installed the water heater and had all the specification for it I would appreciate if they would bring one with them so that the issue could be resolved on first call and we could stop wasting water. She indicated that she would note that on the ticket. Foolishly I begin to feel somewhat better about the situation. On Friday I contacted Service America to see if I could determine a time window when the technician would arrive. I was told between 3 and 4 pm. I again stressed the importance of them bringing a water heater with them so they could resolve the issue. I was informed that it was indicated on the repair ticket to bring a water heater with them and that the specifications were in the customer's file. Unfortunately, the only thing that occurred that was in any way positive is that the technician arrived early. He unscrewed the cover on the thermostat and used a flash light to inspect the back of the water heater. That was the extent of his analysis. He then proceeded to inform me that he would have to order a water heater. I was not pleased and let him know that. When I inquired as to when he would return with a water heater he responded that at the best it would be the following Tuesday. I responded with asking him if he intended that we should let the water continue leaking for 4 more days. His solution to that was to by-pass the water heater leaving us with no hot water for 4 days or to continue letting it leak into our garage. When I expressed my dissatisfaction and let him know that I would be calling the president of the company on Monday he very flippantly responded with why wait until Monday? Call him now. I immediately realized that not only was this technician not skilled at his job he desperately lacked good customer service skills. I attempted to contact the president and ended up with a supervisor who could only quote me company procedure and not offer any solution. This is a company that gladly accepts money for service but has NO INTENTION OF PROVIDING GOOD REASONABLE CUSTOMER SERVICE IN KIND! My solution is to request a refund and contact a local plumber who once he heard my situation agreed to come out and install a new water heater first thing on Monday. Amazing that they are willing to bring a water heater out with them even if it turns out to be something else. THAT IS GREAT CUSTOMER SERVICE! This is not the first time I have had this time of occurrence with ServiceLESS America but it is the last. I gave them the benefit of the doubt and a second chance last time but not again. YOU ARE FIRED!
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Loss:
$400
Cons:
  • Unreliable information from customer service rep
  • Lack of customer service
  • Clueless serviceman
Reason of review:
Poor customer service

Preferred solution: Full refund

Maritza S Tqt
map-marker Fort Lauderdale, Florida

POOR CUSTOMER SERVICE

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For the second time in seven years, I have being stood up, the technician doesn’t show up. Lost a day of work, call customer service five times and never was informformd that the electrician JESSIE was not showing up, The poor serviced started when they started charging $45 service fee , the last 2 years. Now you have to pay a service fee and the service is bad an unfair to the customers, I am sorry doesn’t pay the my bills!! Do not recommend this company, and will not renew my contract, since they increased the service fee to $65 per visit!! In another service call to repair my ice maker, they email me a time spand from 8-10 am, and they did not show up. I called customer service, and they treaded me like a liar, telling me that they make appointment was from 8-5pm.
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Loss:
$450
Cons:
  • There scheduling process and responc
Reason of review:
Poor customer service

Preferred solution: Full refund