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"Great. They were a really great help"

"I called for repair service (not under warranty) because my LG refrigerator was no longer cooling. Was able to get an appointment quickly and the woman who answered the phone was so nice. I was told that I would receive a call when the tech was on the way - I did not but I was able to follow on the map which was a great tool. Tech came in, put their tool bag down, opened my refrigerator and said "Thats not good." Asked if we heard some kind of ticking - which we did not. Never touched a single tool or looked at anything else . Then he decided I needed to replace the compressor and we received an estimate for approximately $1400. He then let me know about the options they had on-site that I could replace mine with. I was under the impression that there would be a more thorough diagnostic and as I see from your previous responses to other reviews, that is what I should have had. I understand that the techs are experts in their field but I expect more from a diagnostic than opening the door. After my appointment I got a little nervous and called the business to ask questions as I wasn't confident with the way the visit went. Was told the supervisor was on the phone and he would call back. Now it's Thursday, almost a week later and I never heard back so I called again today. Told the woman who answered that I was waiting on a call back and she said there were no notes in the system so just wanted to know what was going on. I let her know and asked her what a diagnostic should have consisted of and told her my concerns. She put me on hold and was going to get the supervisor on the phone. Instead, she got back on and let me know that the supervisor said that the tech is an expert so he just knew it was the issue without doing anything else (along those lines, not verbatim). How confident should I be in the service I received, especially when that is a supervisors response? And honestly I thought it might be the compressor myself before I called because that seems to be an issue but I called your business so that I could be sure it was the issue and because you would do a diagnostic to confirm. I didn't pay so someone could tell me my refrigerator wasn't cooling. I already knew that. Would you be confident if you pulled into a car repair shop because your car was acting up and they looked at it and told you the engine needed to be replaced without looking at anything?"

"My heater started blowing cold airMonday night. I called Southern Heating and Air Tuesday morning. A service technician came out and thought he had problem solved, and I signed service order. As he was leaving he heard unit go off and said I had a cracked gas valve, and in working on it he had broken a level or lever(not sure which) and that the gas valve would have to be ordered, After spending another very cold night I called and was told the part was in. About 11 am the same service tech returned. He replaced the gas valve and thought problem was fixed. Soon after he left, heater again was blowing cold air. Called Thursday morning and requested a different service technician. One was sent. He looked at heater and thought he had problem fixed. He never came in the house to check as the first service tech had been very conscientious about checking temp coming out of vents. A few minutes later, I noticed heater blowing cold air. I walked around to heater and he was not there.....I noticed the tech was still sitting in the truck in the yard. I told him it was doing the same thing. He came and looked and said let me think about this. About 10 minutes later I went out and he was gone. I called office and was told he had reported problem fixed. I said it is not and he knew that......he never came in to even tell me he was leaving. I knew the temperature again that night was expected to be 28 degrees. I called to check and found out the office had closed for Holiday until Monday, DEC 27. I had told the office dispatcher I have a 485.00 bill and my heater is in same condition it was in Tuesday morning. about 2:30 the original tech called and offered to come out, but I knew he had not been able to fix it after two visits, so I declined. The tech who came out Thursday knowingly told him it was fixed and office manager knew it was not and did nothing about it. Both Thursday and Friday nights very cold in this house. I would like to speak to owner of Southern Heating and Air as this was no way to treat a customer. I will call office Monday morning and leave my name and number. Responsiveness and Professionalism grade refers to office manager and tech who came to my house on Thursday. The tech who came out Tuesday and Wednesday very professional, but I felt I needed someone with more experience working on my type of unit. I checked I would not hire again, but I believe they need to resolve my current problem."