JAIME THOMAS HEATING & AIR CONDITIONING

Jaime Thomas was subcontracted by the company who was building my home. I have only been in my home for about fourteen months. I believe that my air conditioner was installed wrong. There is a latch about the size of a bracelet clasp on my air conditioner that keeps the freon in the system. The latch was faulty or installed incorrectly which caused all of the freon to leak out of my system. The system was two months out of the warranty, but when I called them to have them come look at it they would not answer or return my calls. They should have at least had the courtesy to come see what my problem was. I do not think that something that new should have had a problem that quickly.

When the furnace blower motor was replaced the first time the technician did not seem to know what he was doing and took over 6 hours to replace it. Apparently he is no longer with the company. Within a year when the blower motor had to be replaced again, the company insisted on us paying again, though they did give a reduced price for the second replacement. We had the A/C checked in March. When the A/C system needed to be topped up with Freon in June, having been in service for less than two months after the system check, the technician charged 60% more than the going rate other companies charge for the same amount of Freon, told us we were "lucky" not to have to wait 4 days for them to come out to us - even though we were a contract customer and the technician offered to come out when he did without us asking him for any special favors - and the office staff was very rude on the telephone when we questioned the price of the Freon. Over the course of the entire relationship we had a couple of instances of technicians not showing up for scheduled appointments and then the office staff getting very snippy with us. There was also more than one instance of pressure to replace parts and one of the A/C units which was unnecessary.

I was required to use this company through a home warranty company. I don't think my experience could have been much worse. At that time there was 90 degree heat and I had to wait over 2 weeks before the A/C was fixed. The home warranty company moved up the call to their highest level because I have a baby and a toddler. This apparently did not matter enough to them. No one was calling me back so I had to keep calling both company just to get a status. Once they did show up, they were able to fix it. I tried to get the home warranty company to find another company but they would not do it.

AMERICAN HOME SHIELD CONTRACTS WITH J.T SO THEY WERE SENT TO OUR HOUSE TO FIND OUT WHY WE SUDDENLY DIDN'T HAVE HEAT ON THE FIRST FLOOR. AFTER REPLACING A BAD SPARK MODULE WE HAD HEAT AGAIN, BUT ONLY FOR A FEW DAYS. I PHONED THEM TO REPORT THIS AND SOMEONE WAS SENT OUT TO INSPECT. WE WERE TOLD THE BURNERS WERE RUSTED AND NEEDED TO BE REPAIRED AT A COST OF $211.50. JUST TO DETERMINE WHETHER OR NOT AHS WOULD COVER THIS, J.T HAD TO SUBMIT A DIAGNOSIS TO AHS. EVERY TIME I CALLED AHS THEY HADN'T HEARD FROM J.T. THEN I WOULD CALL J.T. AND THEY WOULD PROMISE TO CALL AHS RIGHT AWAY. THEY DIDN'T. I WENT THROUGH THIS RIDICULOUS ROUTINE SO MANY TIMES I LOST COUNT. THE NIGHTS WERE IN THE 30'S. FINALLY, AHS HAD A SUPERVISOR CALL J.T. THEN I WAS TOLD THE COST WOULD BE 763.67 & WOULD NOT BE COVERED. THAT'S FINE, BUT WHY COULDN'T THEY HAVE RETURNED CALLS & FIXED OUR HEAT WITHIN A DAY OR TWO INSTEAD OF WEEKS? CUSTOMER SERVICE WAS NONEXISTENT. I'VE LET AHS KNOW THEIR REPUTATION IS SUFFERING ALSO.

Overall, we feel that Jaime Thomas is only interested in complying with the mandates of their contract with AHS. In our case, they did not think AHS would repair/replace the unit. When presented with the facts, AHS finally agreed to partially compensate due to the lack of attention by Jaime Thomas.

THE SERVICE TECH DIAGNOSED OUR PROBLEM AS A FAULTY CONDENSER FAN MOTOR DUE TO LACK OF LUBRICATION, AND THAT AHS WOULD NOT COVER SITUATIONS THAT WERE DUE TO OWNER NEGLECT. I WAS TOLD THAT IF I TOOK OUT A SERVICE AGREEMENT WITH THEM THAT DAY, THE UNIT MIGHT BE COVERED. I DID NOT, AND THEY SUBSEQUENTLY TOLD AHS THAT THE MOTOR HAD NEVER BEEN LUBRICATED OR REMOVED. AHS WOULD THEREFORE NOT PAY FOR THE REPLACEMENT WHICH WOULD HAVE BEEN $200.00-300.00. I CONTESTED THE DIAGNOSIS TO NO AVAIL. A SUBSEQUENT EXAMINATION BY AN HONEST, QUALIFIED COMPANY REVEALED THAT THE MOTOR HAD IN FACT BEEN REPLACED, AND THAT IT WAS A SEALED UNIT WITH NO PROVISION FOR LUBRICATION.

THE TECHNICIAN TOOK HIS TIME TO DO IT RIGHT, AND TO EXPLAIN EVERYTHING TO ME.

CREW IS VERY POLITE AND HARD WORKING. HOWEVER, IT WAS EXTREMELY PAINFUL TO GET THROUGH THIS. REAL PROBLEM WITH TIMELINESS, AND COMMUNICATING WITH THE CUSTOMER. THEY HAVE A FULL-TIME RECEPTIONIST, AND NOT ONCE DID I RECEIVE A CALL SAYING THEY WOULD BE LATE, WHICH HAPPENED OFTEN. INITIALLY SUPPOSED TO BEGIN TUESDAY (VERIFIED 4 TIMES,) NO ONE SHOWED. I CALLED 3 TIMES, FINALLY RECEIVED A CALL AT 11:30 AM INDICATING THEY'D BE THERE WEDNESDAY. INSTALLER FELL THROUGH THE 19 FT CEILING IN MY DEN (LUCKILY NOT HURT), AND ACCIDENTALLY KICKED A DRAIN TUBE, RESULTING IN WATER DAMAGE IN MY LIVING ROOM AND 2 ADDITIONAL DAYS OF REPAIR (REPAIR JOB WAS GOOD). INSTALL TOOK 3 DAYS (ESTIMATED 2). HUMIDIFIER REMOVED FROM SYSTEM AND NOT REINSTALLED UNTIL I ASKED TWICE. INSPECTION FAILED 2 TIMES (SO FAR). ORIGINAL FILTERS ($80) AND PROGRAMMABLE THERMOSTATS ($240) TAKEN (THEY WERE ASKED TO LEAVE THEM). IN ALL WE HAVE TAKEN 8 DAYS OFF WORK. STILL HAVE NOT RECEIVED A CALL FOR FINAL INSPECTION (SINCE 7/25).

THIS WAS MY FIRST EXPERIENCE WITH AIRE SERV AND THEY DID A GREAT JOB! VERY PROFESSIONAL AND COURTEOUS, EXPLAINED THE PROBLEM THOROUGHLY AND TOOK CARE TO MAKE SURE ALL THE PROBLEMS WITH THE SYSTEM WERE FIXED. THEY EVEN WORKED ME IN ON THE SAME DAY I CALLED. (SINCE THE FIRST COMPANY I CALLED, WHO INSTALLED THE SYSTEM, DIDN'T EVEN CALL ME BACK, I WAS VERY PLEASED WITH THEIR RESPONSE). VERY IMPRESSED WITH THIS EXPERIENCE!

I WASTED THE ENTIRE MORNING WAITING FOR THEM. AFTER THE WORK WAS COMPLETED I FELT I WAS GROSSLY OVERCHARGED. I FOLLOWED UP BY CALLING SEVERAL OTHER COMPANIES AND FOUND THE SAME SERVICE IS TYPICALLY $140-200. WHEN I ASKED AIRE SERVICE ABOUT THIS THEY REACTED VERY UNPROFESSIONALLY. AT THIS POINT THEY ARE NON-RESPONSIVE AND THREATENING. PART OF THE WORK WAS DONE INCORRECTLY AND HAS NOT BEEN FIXED.

THEY WERE ABLE TO COME OUT THE NEXT DAY, RATHER THAN NEXT WEEK, LIKE OTHERS I CALLED.

THEY SET A PRICE FOR US BEFOREHAND AND, EVEN THOUGH THE WORK ENDED UP TAKING MUCH LONGER THAN THEY THOUGHT IT WOULD, THE PRICE REMAINED THE SAME. THEY WERE VERY PROFESSIONAL THROUGHOUT THE JOB AND EVERYTHING WAS LEFT IN PRISTINE CONDITION. I FELT COMFORTABLE WITH THE ABILITY OF THE WORKERS.

HE WAS AT HOME FOR AT LEAST 3 HOURS AND UNIT WAS REALLY BAD, AND DIRTY. DID GOOD JOB.

THEIR PRICES WERE GREAT CONSIDERING WE CALLED THEM AT 3 AM. SO FAR SO GOOD.