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Businiess name:
Appliance & Air Care Experts
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Review by:
Guest
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Review content:
I returned home from 9-day vacation to find my AC unit broken and my house over 114 degrees. I found AACE online and called them per the advertised same-day service. I spoke to them at 8:45 a.m. and was assured they would fix the problem that day. The technician met me at my house by 11:00 diagnosed the problem and said someone would be by in the afternoon to install a new compressor. At 2:30, I called him back as I still had not heard from the installation team. I was assured he would call them, they would call me, and they'd be by in the afternoon. At 5:45, I repeated the above steps and was assured someone would be by shortly. By 9:15 p.m. I finally got a call, but I was miles away at a house with AC. In the morning, I called the center and received an apology and assurance someone would be by between 11am to 1pm. At 1:30 I called again to check and was told they'd be getting to it sometime after 6pm. When I received the call from the installer at 8:30, I took it and stayed with him until midnight until he completed the job. The crew were very polite and professional. My complaint is that if you're team is so overbooked that there's no way they can do same day service, then don't take a customer who obviously needs it. I get it, they were overbooked...but then do the right thing and pass on the business. My home was unlivable for 48 hours after I called AACE, and I spent 3 hours from 9 to midnight making sure the job was completed. By the way, no discount or other concession was offered despite failing to meet the guarantee that "if you don't love our service, then it's free".
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