"I had a technician come out 3 times. The first time, the technician stated that he needed to put a hard start kit on my AC unit. Said he needed the kit and had just run out that day, but he would get one and be back. He came back a couple of days later and put it on. The AC still continued to do what it was doing before: not go below the high 70s and the temp would even go up at times. I call Gordons and he comes out again, this time with a different salesperson accompanying him. (The fact that a salesperson accompanies techs on the job shouldve told me something, but I digress). Suddenly, the tech and sales guy tell me I have around 10 other problems. Why they didnt see this before, I will never understand. After Ive already forked over $500 for something that didnt work, theyre now estimating I need to spend another $3500 more. I asked if they can guarantee this will fix the problem, and that said no. The sales guy then tries to tell me that my 2.5 ton unit will only cool up to 1000sq ft house, and mine is 1,200 sq ft, so the unit is too small. I tell him its a brand new (less than 1 year old) unit, and every site I look up says 2.5 ton units are for 1200-1500 sq ft houses, and sorry, but youre not selling me a new unit today. The sales guy seems to take this a little too personally and says well I dont want to sell YOU anything and is very rude from that point on. I try to explain my frustration, that my house goes up to 90 degrees, hotter than outside, and I have already spent $500 with something that doesnt work. I asked about a refund on the hard start kit, and the tech tries to tell me its working and its going to be worse if I remove it. I asked if I can use it one more night because its going to be very hot that day, to really test it and see what happens. Sales guy then complains, saying you know its inconvenient for us to just come back out and take something off, right? With gas and everything? You need to make a decision now. To which I said, although very frustrated at this point, trust me, thats not what I prefer either. I do not want to be sitting in 90 degree heat in my home, and Im spending gas money daily by going to a friends home to stay while this is getting fixed. Its extremely inconvenient for me, and if Gordons promises 100% satisfaction guarantee, well maybe your customer service/sales employees should be a little more understanding and accommodating. And on top of all this, they kept pushing me to get a membership, multiple times each trip. I had to say multiple times, Im not buying a membership until this gets fixed. I asked them to stop bringing up the membership at this point, and they did not cease. Very frustrating.
Anyway, I got a second opinion from another company. That tech immediately realized my heat sequencer was damaged and removed it. The furnace was blowing hot air along with the AC the whole time. This was done for free, I simply paid the service fee, and the man went on his way. He didnt try to sell me a new unit or any memberships. Thats the way it should have been done from day 1.
How exactly is it that the tech and/or sales guy, after 3 trips, did not catch this with everything they were measuring and inspecting, again multiple times?? Why is it that if my unit was supposedly too small (which it definitely is not), this wasnt mentioned the first 2 times they came out? Why is it that with the itemized estimate of work/pricing that they gave me for the $3500 estimate, NONE of these items included the heat sequencer, meaning, this would NOT have been fixed had I had this done??? And on top of this, I continue to get texts and calls (which I did NOT agree to or sign up for!) about offers and buying a membership?? I want this to cease immediately. This was an extremely poor experience and I most definitely will not be contacting Gordons for service again."