Anonymous
map-marker Houston, Texas

MAJOR AC PROBLEMS

I have tried unsuccessfully to speak wit someone. 1. June 9th I placed service call AC not cooling 2. AC repair company came out June 12. Informed me coils on inside unit rusted recommended replacing entire inside unit. 3.June 13 am I approved charges not covered by warranty (1600.00+) 4.was told it would be 3 business days for unit to arrive. I was offered one day hotel stay which o declined since ETA was 3 days . 5.After 4 days I called checking on ETA. No AC in 100+ degree whether I I made at least 15 phone calls and each call was given a different excuse as to why unit had not arrived. 6. After almost a month of the run around Finally spoke with Danielle who worked with the contractor and located a unit . 7. Unit installed June 28th 8. June 29th unit not working again 9. July 1st AC company comes back out says unit was frozen 10. Ac company came back out July 2nd to do isolation test 11. Ac company came came back July 6th to get results of isolation test 12. July 11th came out replaced part on outside unit 13 July 20th AC stopped again 14. Called separate AC company they informed me that new inside unit is smaller than outside unit. Additionally new unit does not have heat package that my old unit has which means I will not have heat in the winter!!! My next call will be to a lawyer to get this sorted out. Please have someone call me at 210-287-**** Debra Sommers
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Debra S Htu

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Verified Reviewer

Horrendous customer service

I have been without a reliable AC in 100+ degree weather for two months!!! Unable to reach a customer service rep able to do problem solving. The individuals I have spoken with read from the same script . A supervisor is not available to speak with you at this time. Stay by your phone someone will call you in 36-48 hours!!!
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Loss:
$1680
Cons:
  • Lack of customer service

Preferred solution: I would like to have the inside AC unit replaced with a comparable unit that I originally had 3.5 ton WITH HEAT

User's recommendation: DO NOT PURCHASE ONE GUARD OR THEIR PARENT COMPANY. DO YOUR RESEARCH PLEASE