Sam Pollard and Son

★★★☆☆
HEATING|PLUMBING
  • 1523 Quality Ln

    Greenville, NC 27834-9741

    Map & Directions
  • 252-752-3661

2.5 2
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Purchased a very expensive unit then one year later a bill arrived to renew silver service agreement. I was surprised after only one year I had to pay more money for a service agreement. I could not decided if I wanted to renew it but they continued to send a bill each and every month until I finally gave in and renewed it. Then the unit started making funny noises so I called and let them listen to it they agreed something might be wrong so they sent a service man out and after he was there only ten minutes he said nothing was wrong and gave me a bill for $85.00, so I asked about the silver agreement that I had just paid for. He said this service call was not covered. I called back to asked why no one had told me that there would be a charge and the lady on the phone told me she was the owner and that they would not charge me but that they would also not service my unit anymore. So now I have a unit that they installed but the will not service it anymore because I asked a question! BAD BUSINESS!!!!!!!!!

1
★☆☆☆☆

Purchased a very expensive unit then one year later a bill arrived to renew silver service agreement. I was surprised after only one year I had to pay more money for a service agreement. I could not decided if I wanted to renew it but they continued to send a bill each and every month until I finally gave in and renewed it. Then the unit started making funny noises so I called and let them listen to it they agreed something might be wrong so they sent a service man out and after he was there only ten minutes he said nothing was wrong and gave me a bill for $85.00, so I asked about the silver agreement that I had just paid for. He said this service call was not covered. I called back to asked why no one had told me that there would be a charge and the lady on the phone told me she was the owner and that they would not charge me but that they would also not service my unit anymore. So now I have a unit that they installed but the will not service it anymore because I asked a question! BAD BUSINESS!!!!!!!!!

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Business Response:

We do send bills for service agreements. These bills are only sent when the unit turns one year old. About 50% of customers pay and about 50% decide to cancel by calling or writing that they do not wish to have a service agreement. A service agreement is a contract to do a general maintenance on a heating and cooling system. There are two maintenance visits, one in the spring and one in the fall. These two visits are sold at a discounted rate. One visit prepares the unit for cooling and one for the heating season. If the customer calls with a problem between visits there is a discount on the cost of any repairs that are made. Some customers do request that they use a service from the agreement to defer labor charges. We try to ask customers not to do this because then the purpose of the agreement is undermined. Even though a repair is performed it does not ensure that a full service is performed. All of these items are clearly stated in contract form and are designed to help service our customers needs efficiently and effectively. Any misunderstandings are regrettable.
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I called them one time. They were prompt, polite and were able to fix the problem promptly. They were polite enough to tell me to call them again if any further problems.

4
★★★★☆

I called them one time. They were prompt, polite and were able to fix the problem promptly. They were polite enough to tell me to call them again if any further problems.

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