Service America is unreliable, irresponsible, employees are really rude and the techs are incompetent. My air conditioning unit went on the fritz on Tuesday, September 28. I noticed the thermostat was 85 degrees, so I turned it off and found a soaking wet filter and a nice size puddle under the unit. The tech "couldn't" be here until Thursday afternoon, 9/28. He was prompt, pleasant, and told me my coil was in need of an acid wash and would not be covered under the contract at the tune of $500. He then tried to pressure me into getting a new unit altogether, from Service America. HE ALSO TOLD ME THAT I COULD RUN THE AIR CONDITIONER UNTIL THEN WITHOUT USING A FILTER. My mistake was in trusting that advice. By Friday night my entire floor was drenched and my thermostat said 88 degrees. I guess he really wanted me to get a new unit, and I may have to now thanks to his ill-given advice. Today they are supposed to be here, but in the meantime the house is hot and humid and unhealthy air has made my dog sick. The scheduling department told me that I was number one on the list and that the techs would be here at 830 at the latest. It's now almost 2 oclock, I just spoke to someone who told me that I needed to be patient. When I told her that patience by this point is totally impossible, she became very defensive and nasty and hung up on me. VERY PROFESSIONAL BEHAVIOR!!! (NOT!!!)
I will be fixing this with another company. BBB will be hearing from me very, very soon.

Addendum to complaint...the tech finally got here and promptly told me that there was a leak in my coil and it had to be totally replaced. Just adds to my theory that nobody competent works there...it has been one week since this fiasco started and I am no better off than I was last week. Filed a complaint with customer service and now I am stuck, because the part has to be ordered and may be here by Wednesday am but maybe not. I have filed a complaint with BBB and

I do not recommend anyone purchase a service contract with them. As a matter of fact, I'm finished with these service contract companies. It is all just a scam.

This is my latest fiasco with Service America.

1. On 12/29/10 called in service because flame would not stay lite on furnace, sent out a technician who said there were loose wires and said it was fixed � problem not fixed when cold front hit New Year's weekend the heater would not work

2. On 1/5/10 sent out another technician that spent about 5 minutes and then told me it was too complicated for him so they would have to send out a specialist, he couldn't come out until Thurs 1/7/10 (in the meantime FL is being hit by the coldest system since the 70's, temps in the 20's at night and 40's during the day).

3. On 1/7/10 specialist shows up and spends a good deal of time diagnosing the problem and determines it is one of two things; 1) sensor, or 2) circuit board. To be on the safe side he said he was going to order both parts but they would not be in until Tues 1/12/10

4. On 1/12/10 another technician shows up with only the sensor and then tells me it is not the sensor but the circuit board and dispatch had sent our circuit board on another service call and he wouldn�t be able to fix it until Friday 1/15/10

5. My husband called to speak with the customer service supervisor and no one returned his call

6. On 1/13/10 I call Service America and request to cancel my contract and a refund of payment and they put me through to Pauline the customer service supervisor (funny how that works). She tells me that the circuit board never was delivered from the manufacture because it is on back order (different story than what the Tech told me) and now they want be able to fix the heater until Monday 1/18/10 (temps go back up into the 70's/50's now). This puts us into 4 weeks after the initial call when the heater should have been fixed in the first place. If they had sent out a competent technician to begin with this whole fiasco would not have happened.

7. Called on 1/15/10 to verify appointment for Monday

8. On 1/18/10 did not show up at scheduled time (8am - 1pm). Called Service America Customer Service and spoke to Sharon. She said my appointment was scheduled for Thur 1/21/10. I asked her to provide me with the amount of my contract renewal in August and then asked for the number of service calls that had been made since my renewal with the exception of this incident which began on 12/29/09. The contract renewal was $534.85. There was one service call for the washer that totaled $132.90 (which I actually wrote them a check for). I then asked to be transferred to Pauline and left a message on her voicemail that I wanted my contract cancelled and my money refunded. Pauline returned my call but told me they could only cancel my contract but could not refund my money.

As I stated before, I do not recommend this company. I actually went to their website and their VP of Operations actually has the nerve to have this posted...Nancy's motto is "treat the customer as you or a member of your family would want to be treated"

Is this how she treats her family?

Complaint Description - Written 8/25/2009

My air conditioner failed on a Thursday evening. They sent a technician who failed to test it, but only added freon. On Sat I was without AC. I called for service but couldn't get an apt. until Tues. On Tuesday, it was discovered that the coil was leaking. The technician told me to call the Presidents office to have the coil removed on Weds, and have a courier pick up the coil and take it to the shop on Weds, so it could be repaired and returned before the weekend. I contacted Service America and arranged for the coil pickup and courier service for Weds. On Weds, only 1 tech came out, not two that were needed. I assisted Tech in removing coil. When he called the courier, the courier said no way he was coming. I called the Presidents office since I had been without AC from Sat to Weds, in terrible heat, and was told they would not pick it up until Thurs, which probably meant I would be without air condition until Monday. I pleaded with them to hire another courier to pick up the coil, but they refused to do so. I called a competitor Weds evening, Sansone, who installed a new air conditioner on Thursday. Service America failed to provide service in a reasonable time period. If they don't have enough trucks, or equipment they should contract out for additional manpower, to move equipment. I think being without A/C for a period of 8 days is unreasonable, the temperature in the house was over 90 degrees harmful, to pets children, and exposes the house to possible mol

Complaint Summary


Failure of Service America to provide purchased contract service on my air conditioner.
Resolution Sought


Service America was required to repair or replace the air conditioning unit under the contract. Since it took unreasonably long to replace the coil because of their failure to have sufficient courier service to pick up the coil, they should have replaced the outside unit when they couldn't repair the unit in a timely fashion. Their replacement dollar amount for a unit is a maximum of $3000. I believe that this is a reasonable amount for the damages I incurred, by being forced to purchase a ne

Additional Information
Date Problem First Occurred:
7/31/2009
Product or Service: The company offers a service contract for air conditioners.
Model Name or Number: Trane 5 ton AC

I had a contract for one year with service America. Each time they came out they could never fix my washer the first time always took two trips or more. In march they ordered new parts for my washer which finally came in a week later. Service man moved my washer to garage and installed new part. He finished up put the washer back in my laundry room and told me it was all fixed and working. I asked him if he was sure everything was OK and he said yes. He stated he started the washer and everything was fine.

I went back to work in home office and approx. 1/2 hr later I come out to find water running down the hallway and found water in my dining room with my brand new rug under water. I contacted them and was advised to call my homeowners insurance which I told them I was not going to do since this was not my problem but theirs. I ended up calling a drying company to dry out my stuff. Their insurance company finally paid after lots of phone calls.

Last night my husband tried running and shower in our house and found we had no water pressure. He goes into the garage and find that a valve that Service America had installed in January had blown off. Now I have more water to deal with.

Called Service America last night and told them what happened and they said they would send a service man out. Then I received a call back and said they would not come out until this morning.

Called Service American again this morning and we went over the fact that I had not renewed my contract because I was on the fence about their service but felt that they should take care of the valve they installed in Jan and they told me that they would not cover that since it was over 30 days...Now after what they did to my house in March would you not think they would take care of this as a good will and to try to regain my business...I was informed for $90.00 for 1/2 hr they would be happy to take care of the problem. For that cost I can contact my own plumber that is dependable..