Then 3 months later after never using it after actually needing to use it their own technician comes out and says it's leaking refrigerant and it needs a new capacitator. There professionalism and service was beyond what I expected. So, clearly some other electrical problem. I told her she's off the job. He promised to call when it came in and set an appointment. But again, that's not a real good excuse for letting people fall through the cracks. My home warranty company who I love, they are great called them several times as well and got no response.
Oh, and the pictures she showed were of a different unit than the scammer from the other company showed. That's not a real good excuse. Our air conditioner was not working and we had another hvac company come out and provide servicing. I have filed a complaint with the California Contractor's Board which is now pending investigation. Previous to anyone coming out, we had determined the issue was a blown fuse, however when we replaced the fuse it only lasted about 10 minutes before it would blow again. He showed her pictures to prove it, and recommended replacing the entire unit. Called the phone number and of course the office closes at 5pm.
I am a Realtor, and on several occasions she has outsmarted other repair companies and inspectors, saving my clients thousands. We were assigned this company through our home warranty. This is the poorest form of customer service. Laura went up and checked it out, came down and said that not only weren't there any cracks, but that the unit was still under warranty, so even if there were, the manufacturer would replace it. The first time she came out she said that she thought that our heater in the house when we bought it was probably still under warranty and called the manufacturer and had the entire cost covered for us, which was a very pleasant surprise.
I still waited for her during the window she provided between 5-8 pm. They had no record of my service request. We highly recommend Laura Costello for any and all heating and air conditioning problems. It is a part that has to be special ordered. This service call has gone on way, way longer then it should have, and I am disgusted that I can't even get a hold of a person or get a call back.
Finally someone calls us back and they won't come back out until Friday. At this point my home warranty company offered to set me up with a different company. Sure got my loyalty as well. Yes they were slammed with service requests but cared enough about our seniors to make it happen on the same day. He said maybe they could get the part same day, or at the very least next day.
Laura came out and in 15 minutes gave us a completely different diagnosis: a simple igniter type switch had gone out and it was a piece that really wasn't necessary to have the unit properly function. I can't say how great full I am to them for their approach to customers and their follow through. Again, I asked Laura to check it out. I called them three times at two different numbers and left messages. We call back and have to leave a voicemail.
He assessed the system, said that the compressor fan was on backwards, and set about fixing it. Now that is what I call customer service! I am taking my business elsewhere. . Finally got an appointment set a couple days ago. The Models do not personally endorse Stiletto. The context in which the photographs are used on this website is not intended to reflect personally on any of the Models shown in the photographs.
Last Saturday I had a 10 am appointment with Laura, the owner. Laura, we appreciate you and all the great service and expertise that you have provided to us over the past few years. Then he said the filter drier needed to be replaced. And we didn't hear a word from them. As always, her service was awesome and she resolved our problem in minutes. Oh and if you don't like my review I have the receipts.