Carolina Air Conditioning Co, Inc.

Late service deliveryJuly 6, 20149:01 am - a service call was placed to carolina air conditioning co- my information was taken and I was informed that an oncall tech would contact me9:21am - call received from [redacted] the on-call tech- [redacted] recommended a couple of items to check for and requested a call back if the problem persisted- checks: replace filter and check to see if the external fan was running- replaced the filter and confirmed the fan was not running- waiting a few hours to see if there would be a change in temperature: no change2:02pm - I made a call to [redacted] and left a voicemail because there was no answer- informed tech that the status had not changed thermostat inside reads 81 degrees and unit is set to 774:18pm - placed a call to the main office line- informed them that I had not heard back from the oncall tech and that the problem persisted- they took my name, number and address and told me I would treceive a callback6:17pm - placed a call to the main branch after not hearing anything for 2 hours- informed them I had not heard back and wanted to follow up on the status- they took my name, address and phone number7:17pm - placed a call to the main branch- they could not provide a status update but I could leave a message- I opted out and told them I would call another company since my messages were not being returned7:19pm - placed a call to another company who came out within 45 minutes7:40pm - received a call from eric who stated he could be at the house in 25 minutes- I declined the offer since I already had a tech on the wayduring this time the temperature in the home went from 81 to 86 and I was seeking resolution. If I would have been granted an estimated time of arrival or even a decline I service I could have made my own decision. The website states emergency 24 hour service available but no one seemed to really care or want to assist and at least be compassionate ** my issue. I signed up for an annual plan with carolina air conditioning and should at least be eligible to receive a refund on that, as an existing customer I expected more. If they couldn't come out today I would have understood and seeked other services but I constantly received the run around on the phone and a call backDesired SettlementI would just like my annual service plan cost returned. I have yet to use the service and would prefer to take my business elsewhere.Business Response /[redacted]/Contact Name and Title: [redacted] General MContact Phone: XXX-XXX-XXXXContact Email: [redacted]@carolinaac.comI researched the situation and replied to Mr. [redacted]. I discussed the issue and found that Carolina Air Conditioning did not perform the second check for the preventative maintenance agreement. This issue was a mistake of Carolina Air. We did perform the maintenance check that week. I extended Mr. [redacted] maintenance agreement for an additional year at no cost. Mr. [redacted] was happy with the conversation we had. Consumer Response /[redacted]/I am very satisfied with the result after speaking with Carolina Air Conditioining. This issue has been addressed and resolved!Final Consumer Response /[redacted]/