Guaranteed Services

My AC quit working so my warranty_company scheduled Guaranteed Services LLC. The first day a guy from Guaranteed(already late) called, said they had no call/no show. Prompting him to do something, he said someone would call me back to reschedule(never happened). Guaranteed reported I had a missing plenum(missing_part) and now claim is denied. This was false! I've had 3 other HVAC companies come out and a missing part was NEVER the case. If it were my AC wouldnt even be cooling/blowing air. I told Trina this at Guaranteed. She said she doesn't care about that and I'm dishonest & was "no longer a customer of theirs & don't call back, hung up. I called back, asked to speak to her manager & she told me she is the manager & if I called back again she'd call Anderson police. Trina at Guaranteed Services LLC is very dishonest, disrespectful, rude & accusatory. Trina kept cutting me off, not hearing anything I was saying & calling me a liar and a dishonest person. Now I cant get my AC fixed because they put down inaccurate information and wont allow me to call back to try to get this resolved.

I wish I had 2 hands so I could give this company 4 thumbs down! Stay Away from them. There are horrible reviews all over the internet on this company. I had a tech come out and service my AC. He replaced a condensation pump. Referred through AHW company. I paid 75 dollar service fee. He pocketed the money or didn’t report it and my bill was sent to collection agency. I called 6 times and left voicemails with the company. They returned none. Finally got AHW to straighten everything out. I never heard from Guaranteed Services. Complete and utter garbage company. I also reported to BBB.

It's always very good. I have them for years.

This was the vendor sent by American Home Shield. They've been 2 times (7/5/17 and 7/15/17) and fixed nothing. First visit guys were very nice and added some freon and said the soaked duct work would dry out (but leak they were called out for to begin with was not fixed and duct work continued to fill up). Tech on 7/15/17 touched the duct and said "Oh God" and then went to call his supervisor who was not able to be reached. So he called the office manager and she told him not to do anything because they could get in trouble for draining that much water if it caused damage to our property so they needed to get authorization first. The tech wouldn't wait - told us that AHS does this to them all the time (doesn't give them enough details about issues when they are sent out). We immediately called AHS who tried to call Guaranteed Services that day to no avail. Messages were left stating that they needed the tech to submit the diagnosis so that the authorization department could review. I asked what the next steps were and the agent from AHS said I would hear from their authorization department next. On Monday 7/15/17 I received a voice mail from Guaranteed Services indicating they needed to come back out to see if they could figure out why the AC was leaking (on 7/13/17 they had refused to work on the unit to try to discover the cause for the leak due to the duct work being full and said it must be drained first and that we could do it if we wanted to but they could not). I returned their call and got their voice mail and told them that per AHS they needed to submit the details as requested so that authorization could be obtained. I asked them to please call or do whatever they had been asked to do as soon as possible. On Thursday 7/20/17 I called AHS because I had heard nothing. The rep stated they had not heard from Guaranteed Services at all. She passed the issue off to the vendor relations department as an escalation to get the detailed diagnosis so we could move forward with authorization because at this point AHS had contacted them asking for it 3 times and I had contacted them 1 time asking them to send it. On Friday 7/21/17 I called AHS because I had heard nothing. The rep stated that at this point I had to wait until Monday to hear back from contract relations person. On Saturday 7/22/17 I received an auto-generated email saying a vendor had been assigned (Guaranteed Services). On Monday 7/24/17 at 11:45am I received an email stating that Guaranteed Services had confirmed my appointment time for 7/24/17 between 9-10am (the exact same day and 2 hours earlier than the email arrived). On 7/24/17 at 6:45pm the rep from AHS we had worked with on 7/21/17 called back with an update. She said that the account showed that Guaranteed Services had been trying to reach me. She said their vendor rep said that Guaranteed Services was claiming they were reaching out to us and that we were not calling them back. First visit was July 5. Today is July 24 and we still have no resolution and our hands are tied by the warranty company's use of this vendor. This vendor apparently doesn't care about customer service or their reputation with the warranty company. So basically we now have this company giving us the complete run around and holding up our warranty providing us with a new vendor. Based on our experience and their reviews on the internet I advised warranty company that Guaranteed Services should not be sent business at all as it makes them look very bad. We are on day 19 of this issue. Finally have a very good rep at AHS working on getting us help and finding us a new vendor. I will not give this vendor another chance. I draw the line at dishonesty in business by lying about the nature of what has and is happening with a customer.

The quality of service seemed to depend on the technician who came out. We had one great experience and a few mediocre ones. To be fair, some of the unsatisfactory service (meaning problems were not resolved) may have been due, in part, to limitations placed by the warranty provider. Others - calls unreturned, no shows when we waited for a scheduled call - can only be attributed to the company itself.

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There was a problem with dispatch and they didn't show up the first day, but I don't think that's the norm for them. These things just happen. They said they were going to show up after 3:00 and it was after 7:00 when they showed up. I would use them again.

unknown

We had a compressor fail in November 2012 which was covered under a home warranty and Guaranteed Services was the contracted provider under American Home Shield. They replaced the compressor no problem, but never inspected the air handler or coil which I thought was weird - but hey, I don't do A/C work. Five months later, the A/C isn't working so I contact them again. The home warranty had expired by this point. Granted, he came the same day as I contacted them, but showed up in ratty jeans and tank top, insults the hispanic construction workers across the street by stating they do construction because they aren't intelligent enough for Heating and Air. He comes inside to look at the thermostat, but never inspects the air handler or coil. He quickly "determines" that the compressor has failed again and while the part is under warranty, it will still be $1200 to replace and can't guarantee me that I don't need a whole new system since there might be a leak - at a cost of at least $5000 being a 4-ton unit. He leaves his information and tells me to contact the office later which I tried to do three times with no answer and no call back. I decide to go with a second opinion and use Angies List to find Crisco. He did a thorough inspection of the ENTIRE unit and found that the compressor was fine, it was just being overloaded by a restriction in the system and secondary to a bad TXV valve in the coil (part cost ~$100). They need a lesson in professionalism and can use Crisco as an example. Moreover, you should change your name since you clearly can't guarantee your services.

We have been very happy and satisfied with their work. They are responsive but can get very busy during their peak time. They are friendly, courteous and provide good work.

Diagnosed and repaired gas furnace problem after a previous contractor had been unable to fix. Very good and very responsive (came out on a Sunday to diagnose the problem; replaced part and finished job on Monday. VERY well satisfied.

I don't like them. They are a contractor for my home warranty company. They gave me a window frame of 11-1 and I asked that he put me at the later end of their appointment schedule because I had appointments already scheduled. They said that was not a problem. I came home from an appointment at 10:40 to get ready for another appointment and they were already there. I told them they were not supposed to be there for another 1-1 1/2 hours and they said that it was their policy to be early and surprise the customer. I had my dog on a leash and they told me that they would not work on my house unless I removed the dog to another room so I now have to board my dog. The dog was restrained but they said that wasn't good enough. They put that in the invoice that they sent to the home warranty company and they also told me that everything was completely covered. I got a call from the home warranty company saying that they left off parts and it was now going to cost me $660. They had no idea what they were doing. I am now going to be out $72 to board my dog. I am following county rules regarding my dog. I wanted my son there and they also told me that they had 24 calls scheduled so they wouldn’t wait for him. He explained things to my son and told me that I would not understand. I did not like their attitude. I called and complained to the home warranty company but they said they couldn't get anybody else since the parts had already been ordered so I am stuck using them.

They did a very good job. It went pretty good, the AC is keeping up with us on these hot days. I really trust them. I called and left a message early in the morning. They called me as soon as they got it, the owner himself came in the same day and checked it out. He wrote up what needed to be done. They thought it might take a few days to get the part but they got it the next day and they were here the very next day to put it in. I was very satisfied with what they did. They even used the vacuum cleaner to clean the concrete floor when they were done.

I had a new evaporator coil installed by another company in July of 2009. My A/C is 21 years old, but the warranty company won't replace it. We have a freon leak and they won't take the time to find it, so as usual, when it started getting hot ouside, the upstairs unit went out the second week in June. I called the warranty company and they sent Guaranteed Services out. I called on Sunday, June 13th and they arrived on Wednesday, June 16th. Remember, no downstairs A/C and grandchildren visiting. Upon arrival (after waiting 3 days already), they informed me that they couldn't work on my unit because, "it was all froze up". They said I would have to wait 24hours for it to thaw. He said they would be back the next day. Didn't happen! They called on Thursday to say they couldn't come back until Saturday, the 16th. On Friday, June 18, the upstairs unit stopped working. I called and told warranty company and they informed me that Guaranteed Services would have to have a separate service call to work on the upstairs unit and I would have to pay an additional service call fee, even though they would be there on Saturday and both units are right next to each other. They came on Saturday and added freon to each unit. The downstairs unit is still doing well,while the upstairs has been struggling.

It was a very negative experience. I felt like I was being played. I may be wrong, but that's how it felt. I called another contractor (Steve Peeler with Genesis Mechanical) and he gave me a price of $99.00 to clean each unit. He came out and did an outstanding job. He removed all 4 sides and contrary to what the owner of Guaranteed said, it was not that hard to clean, (I watched him).He also found out that Guaranteed had left the breaker for the upstairs unit OFF and the temperature for three days had been 84* upstairs. I just assumed that the unit had died. I had to call the warranty service company back prior to Steve coming, thinking the unit was out of commission and was still waiting for Guaranteed to call back. They refused the call and the warranty service company assigned it to another contractor. Good thing Steve came or I would still not have air upstairs because the breaker was OFF. THANKS A LOT GUARANTEED! I would NEVER use that company again.