San Francisco, CA
My experience with them has been- by far- the worst experience I have had with any company or service provider anywhere. Their incompetence, lack of craft, lack of organization, obfuscation, unreliability and poor customer relations is far worse than that I've experienced from any labyrinthine corporation or Kafkaesque government agency. That's saying something.
I purchased a new Lennox XC13 from S and S Heating and Cooling that was installed in my condo unit on July 30th, 2010. It came with a five year warranty. Every single year since 2010 the unit has failed to work properly at the start of the Spring season and I have needed to have S and S come out.
In 2011 we began renting the unit out to a single mother just coming home from the hospital with newborn twins. The unit was seven months old and - although it worked fine through the previous Oct.- it failed to start. I tried multiple times to contact S and S but was unable to get through to them via phone and my multiple emails bounced back. I took time off from work to drive over to their office and- apparently- they had failed to pay their bills, so their phone and internet were out- there was no way to contact them. That seems like a poor move to make for an air conditioning repair company in the Springtime. After 1-2 failed attempts to get them to the unit and another in person visit from me, S and S showed up and they were able to get the unit up and running. It was a good bit of hassle and lost hours for me, but at least it was covered and I didn't have to spend any additional money.
Both years since then, the unit has failed to work at the start of Spring and S and S has had to come out to patch their initial shoddy workmanship. Again-- a bit of a hassle for us and our tenant, but it was covered.
This year the unit failed to work again two and a half weeks ago and they were scheduled to do the work Monday, May 12th. They failed to show up or to call me. When I called them I was informed that the phone number they had for me no longer functioned. Somehow the number they had for me was the number they were given when the unit was initially installed in 2010. A number I haven't had since the end of 2010-- they had not updated their "system" to my current number despite my having to deal with them - and provide them the new number-- every year since 2011. They never bothered to explain why they didn't show up, but- from what we can gather- the technician was never given my tenant's name so he just left.
So-- we rescheduled. The technician showed up this time but had no idea where the condenser was located. Again-- this clearly showed shoddy record keeping as they had been on the roof each year they came out. I got on the phone and explained to my tenant that the condenser was on the roof and had been easily accessible with a ladder placed on the third floor deck area. The technician apparently left-- claiming he didn't have the appropriate ladder. Shouldn't he have been sent out with the proper information... and a ladder...? He said he'd return, but unfortunately he did not.
We rescheduled again for May 21st. The tech showed up and somehow-- again-- had the wrong ladder. My tenant's babysitter asked if S and S had spoken with my tenant and the tech told her that his boss was on the phone trying to "calm her down. " This was a lie as my tenant had been in training all day and hadn't spoken with anyone. The tech proceeded to wait out in his truck for 40 minutes and then took off without saying anything. When I found out about this the next morning, I spoke with the office at S and S and I was assured that they were angry as well and that the tech would be disciplined and possibly fired ( not something I requested BTW). They were more than willing to throw him under the bus and blame every aspect of this experience on him-- as if he were some unaffiliated contracted entity we could both agree to hate. He isn't- he's an employee of S and S and-- if he actually is the one who screwed up-- that reflects poorly on S and S.
Finally we got someone out to look at the unit. I received a call from my management company saying that S and S needed my approval-- they didn't know for what. I called S and S . They claimed that they had left a message for me. I checked my voice mail and my phone logs-- nothing. Turns out-- on top of all this time, hassle, 3500.00 for a new unit and shoddy labor-- they wanted to charge me an additional 600 plus dollars.
That was it-- I was willing to give them what I suspect they wanted-- an out from the last year of their warranty. I fired them and would never use them again even if the next available place is more expensive. Sometimes the very best business move- whatever your business- is to honestly say "I'm sorry. You deserve better for trusting in us... we will do whatever is necessary to put things right. " S and S does the opposite of this.