Burleson Service Inc.

We are tenants in a rental home that is covered by an AHS (American Home Sheid) warranty. When our Heatpump/AC stopped working, it was a Friday evening. The blowers on the indoor and outdoor unit were working fine, but the compressor on the outdoor unit was not running and every 10-15 minutes, there would be a buzzing noise coming from the outdoor unit. On Saturday March 17 we contacted AHS, but could not file a work request until our landlord updated the warranty. (It had just expired.) Since he had to call to reinstate the warranty, he went also asked for a work request to be created. AHS dispatched Burleson Services and supposedly told our landlord that they would arrive later the same day. He provided a number. We never heard from Burleson that day and tried to call. We got an answering machine. We called again on Sunday to find out if they were coming soon. The answering machine provided an emergency number. We called it and got an answering service. I tried to find out if by leaving a message with the answering service if we would find out if someone would come soon. They were rather nebulous about they would relay my message or when I might get a response. On Monday, I called again and talked to Burleson's receptionist. She laughed about my expectation that they would have come during the previous weekend. They then told me the earliest they could come would be Wed. afternoon, (March 21) By the time they came, the AC was magically working again. They could not find a problem. They told me if it happened again, which is did, three weeks later, to call AHS and they would again dispatch Burleson, However, prompting AHS to check other Tallahassee zip codes besides our own, AHS was able to find other vendors in the Tallahassee area that they could dispatch, so Burleson will not be returning. In my opinion, it is difficult for Burleson to service AHS customers in Tallahassee. They currently do not have a presence in Tallahassee in terms of headquarter, regional offices, or service technicians. The technicians that came live in the Jacksonville are and stay in hotels during the part of the week. I think it makes it difficult to be responsive and committed to the Tallahassee community. I was also concerned about dealing with Burleson because of poor reviews specifically related to customer service on other websites. (Citysearch and MerchantCircle). If I lived in the Jacksonville area and need AC service, I would not call Burleson.