JMS Air And Heat

The actual cleaning went fine. The guys were friendly and did a good job. Afterward, I was told that they would be following up with my home warranty company to see what could be done about a leak that they found after the cleaning. After 10+ days had gone by, I decided to call and follow up. Right from the start, James (who I believe is the owner) was defensive and rude. I stated that they'd been out a couple of weeks ago and he immediately cut me off and said "ONE week! We were out ONE week ago! <chuckles> two weeks...." So, already, he's being a bit condescending because I said "two weeks". To be exact, it had been one week and five days. Once we got past that, I told him that I had been told that they'd be following up with me about what the warranty company might cover. He told me that no, they were not going to follow up with the warranty company. I tried to explain that that is what I was told but he kept cutting me off and saying no, that if the A/C is working then the warranty company won't do anything until I submit another claim. Every time I would try to tell him again what his tech told me, he would interrupt and tell me again how that's not how it works. He would never acknowledge that he even heard what I was trying to say. Then, he told me that they DID talk to the warranty company and they (warranty company) said that I'd have to submit a new claim. Toward the end of the conversation (if you can call it that) I pleaded with him to please let me talk for a minute. At that point, he told me "No!" He also said that I wasn't going to tell him how to run his business and that he was going to end the call. He then hung up on me. What I find to be so upsetting is that we had used these guys several times over the last couple of years. I actually requested them when I filed the initial claim with the home warranty company. Customer service for appointments or any other dealings over the phone have never been a strong suit for them. However, each time they came out (including and especially James) they have been very friendly and helpful. So, I have been willing to overlook some of the phone rudeness because of that fact. This time, however, I can not get past the way I was treated. Basically, he was calling me a liar and was trying to make me feel stupid. I called the home warranty company after this call and they told me that JMS had NOT contacted them. And, in fact, they were very easy and friendly about switching me to another contractor to come out and check on the leak that JMS had discovered. At no extra charge (I had already paid a service charge to JMS in addition to what they charged for the cleaning which isn't covered by the warranty company). In other words, JMS could have very easily continued with this service claim and made more money. Instead, they felt it was better to insult and ultimately lose a loyal customer.