Complaints

This profile includes complaints for Rose Heating & Air Conditioning & Sheet Metal's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rose Heating & Air Conditioning & Sheet Metal

  3501 Coffee Rd Ste 9 Modesto, CA 95355-1343

• 

  Rose Heating & Air Conditioning & Sheet Metal

  1201 Old County Rd Ste 1 Belmont, CA 94002-3949

• 

  Rose Heating & Air Conditioning & Sheet Metal

  120 W Granger Ave Modesto, CA 95350

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rose Heating and Air came out to repair my Air Conditioner on July 16th and charged be ****** for the service call. The technician said they need to order parts and would be back by July 19th. I could not get them to return until Aug 9th at which time they charged me another $585.00 but then said they did not have the correct tools to install the part and would come back the next morning. They have not returned , I have called contacted them numerous times and they say that they will return that day but never do. Additionally, the ** unit is now malfunctioning even worse than before they worked on it and may need to be replaced. A new company is coming to inspect the ** unit on 8/14 to determine status.

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rose Heating and Air was dispatched to service my ** thru American Home shield, my home warranty policy. They lied on the service form and scammed AHS and myself. The service tech was rude and unprofessional and spent ten mins with our **. He removed the capacitor, dropped it, picked it up and then added a booster to it. My husband was told to turn the ** on and it started. It was previously broken/shut off. The service form states he "replaced the capacitor". He did not, he added an after market contraption to jump start the dead capacitor and put it back in. I called Rose Heating and Air the date of service 7/9/24 and didn't receive a call back. I called back 7/11/24 to schedule another appointment and talk about what transpired. The person on the phone stated she was the manager and I was not allowed to speak to anyone else. she states I could be lying, she states she trusts her tech, she stated she will not accuse him of anything, she stated the form states my husband was rude which is a lie, she states the form states he checked duct work which is a lie and she didn't understand logic and verbiage of replacement being disingenuous to make sure the warranty company covered it. My ** has been set to 74 for 2 days and its been 80 degrees in my home. We spent over $2k from being displaced out of our home to come back to being scammed and the ** not fixed. Adding an after market $20 amazon contraptions onto my broken capacitor is not fixing it or replacing it. The manager wouldn't let me speak to anyone above her or another HV** professional or let me send her photos or proof. She stated I don't know what I'm talking about because I'm not an HV** tech and that I wont convince her that her tech did anything wrong. Both the tech and the manager where rude and unprofessional, had horrible customer service and are committing insurance/warranty fraud which has left me with a still broken ** that should function in its standard capacity.

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rose was through our ********************* (AHS). We had a leak coming from our furnace (in attic) back in 2021 and **** came out and said they fixed it. Fast forward to Dec 2022, the leak is back, and **** is dispatched again. They came out 4 times from Dec 2022 Feb 2023. Each time we got a different diagnosis and the problem was not fixed. Each tech blamed the leak on something else; meanwhile during these 3-4 months the leak was still happening and creating water damage in kitchen. During this whole process they were hard to get a hold of, would hardly answer our calls or call us back. One tech actually left after arriving to our residence because I was under 10 minutes away. We requested to change companies through AHS in the beginning of February and no one got back to us. **** was scheduled again to come out in the beginning of March 2023. The day of, AHS called me and said **** was not going to come out because according to ****, it was a roof leak. I called **** to see if they could still come out because the leak was back, (mind you I am pregnant, have a 20-month-old, two dogs in the house, a husband who is ********* *** work full time). **** knew this and knew we needed help fixing our furnace. The manager at Rose told me we will never come back out to your residence again. I was in tears while speaking to her and they did nothing. Fast forward to 2 days later, (3am Wednesday) I wake up to my house freezing, 62 **************** is blowing out cold air and would not shut off no matter what I did. I call an emergency HVAC company. They come out, shut the furnace off and couldn't believe the state of the furnace, it was so bad that it had corroded inside and out and was leaking carbon monoxide. He stated the air was so unhealthy, that it should have not been running and fixed a long time ago. Due to the negligence, this became a nightmare with no heater for 3 wks. All Rose had to tell us is that we needed a new ************ could of went that route.

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ?I have been trying to get my Heating and Air fixed since 04/2020. Rose Heating and Air has been assigned 7 times. They have not fixed my AC/Heater. I paid $1200 for 12 pounds of Freon they put in my broken AC even tho they originally quoted me for 7-8lbs. I agreed to pay $2090. Rose heating and air tried to convince me to take the cash out price which I refuse. I want my AC unit fixed! I told AHS that I couldnt get rose heating and air out because we were out during Christmas which AHS said was ok. However in the new year rose heating and air have refused to come to my house. So I had AHS involved. Finally rose heating and air agreed to come back as long as I open a new claim which I did. However Rose heating and air gave me a new invoice despite never coming back to my house to fix the same problem. They want $3920 now and have added additional out of pocket fees that were never discussed. They have my credit card and I refuse to pay $3920. I am willing to pay the $2090 that I was originally

  Business Response

  Date: 03/14/2023

  I will reply with the message that we sent to Ms ******* responding to her complaint via email to our office.  We have tried to reach Ms. ****** by phone, and left several messages that have gone un-answered.  We did receive a voicemail, only one from her husband today, saying that we need to reach his wife. Which we tried again to do, but had to leave just another voicemail.  

  "Ms *******
  
  
  Our office has tried to reach you by phone several times and has even reached out to AHS to have them try to contact you regarding the installation of your equipment.  
  
  
  Last year we had to diagnose your unit, we could not diagnose your unit, until it was running.  We changed out your compressor( a part in your condensing unit) in order to get your unit running and further assess it.  The amount of freon needed for the job was given as an estimate.  It is always unknown and has to be an estimate because of the amount in your lineset, and the amount that can be recovered from your unit.  We never say that is a hard number, and it often changes.  Once running, we found your unit to be in need of total  replacement and provided all the information to AHS to change out your unit. We do not order the equipment for change outs, your home warranty company does that.  When the equipment is available to pick up, we then reach out to the customer for service.
  
  
  On December 2,2022  our office tried to call you and  emailed you. We stated that your equipment was ready for pick up, and that it could be installed the next week.  To be clear- this job is a one day install and we could have done it anytime the first week of December 2022.   We just  needed you to sign off on your non-covered costs and we could schedule and proceed. You never responded to our office, despite multiple attempts to contact you.  Your equipment was eventually returned.  We did not hear from you, until well into 2023.  You called in February and gave our office your credit card number to pay for your non-covered costs.  You were told at that time that the quote could need to be updated since it was from last year, and there were a lot of energy standard changes at the first of the year.  You went on to return  the old  form that had been sent to you on December 2, 2022 on Feb 14,2023, anyhow. Once we received word that you were interested again in moving forward with the change out of your equipment, we once again submitted the quote to do the current work,and again provided AHS with the information needed to re-order the equipment needed. Because of changes to the energy codes that took effect on 01/01/2023, both the equipment and the scope of the work to be completed were changed.  On March 3rd, we emailed you an updated form and have tried several times to contact you about the new non-covered costs AND to get you on schedule to install your equipment. Once again, your equipment is ready and has been waiting for weeks. We could have had your install completed already.  We have informed you that the equipment can not stay on hold at the distributors and would likely be returned, if you did not move forward with the installation.  We have been unsuccessful in reaching you.  Our calls have gone unanswered.  
  
  
  A simple ****** search of "DOE changes HVAC 2023" might help you understand that the pricing and scope of the work needed for your change out have changed, and that is not just about our company's pricing.  As consumers, I think we would all like to go with historic pricing, but that is just not how the world works. We can not simply complete work in 2023 at 2022 prices.  There is in fact more and different work to be performed.
  
  
  Please contact us at your earliest convenience if you would like to move forward with your installation.  We will need you to sign and return the most recent non-covered cost sheet dated 03/03/2023.  At this point, your equipment might not be available and we might have to wait for it to be re-ordered for a third time. 
  
  
  You are welcome to reach out to AHS for resolution if you don't wish to move forward with our company. 
  
  
  We are available in the office if you have further questions,us "

  Customer Answer

  Date: 03/18/2023

  I am rejecting this response because:

  We have been trying to get our AC/Heating system since 4/2020. Rose heating and air has been assigned to us 7 times since 04/2020 through American Home Shield. For 2 years your company has either not come back to our house or completely not responded to us for an appointment and have closed my claim, forcing me to pay another $75 or how ever much the service fee has been. Finally on 08/2022 Rose heating and Air finally sent in a technician that followed through and started work. Unfortunately he went on vacation or was in Europe. So **** brought in another technician who put the $1200 worth of Freon but had to be recalled again 3 times and couldnt fix the unit. I called to bring you guys back but was told you were waiting for the owner to come back from Europe. Finally around the holidays, you give us an out of pocket cost billing us that $2090 price. Had your company been more efficient and fixed the claim that was first field on 08/2022 then I would have enough time to schedule the appointment and pay the 2022 price but your company dragged along and delayed fixing the repairs. I feel your company doesnt want to complete the job you started the summer of 2022. Considering I have been encouraged to take the cash out price last year and this year, it seems that way. Also considering that we get quoted one price such as the price for the Freon but then get charged near double the price later is questionable. You ignore me all January and February to come back. Then close my claim after agreeing to come back to my house. Which forces me to open a new claim that is also double what I was quoted for out of pocket cost. My defense is this recent dispatch was started on 08/2022 and Rose Heating had 4 months to assess and fix my AC/Heating unit and I would have paid the 2022 price. Why was I ignored for 2 months in 2023 only to be billed the over $3920 and then be encouraged to take the cash out price again after I questioned the bill?

  
  

  Business Response

  Date: 03/23/2023

  We do not order the equipment for your home warranty company.  They order the equipment.  We can not be held accountable for the wait time on equipment orders.  I have responded to your complaint and this will be my final response.

  Our company contacted you on 12/02/2022 and told you that your equipment was in and could be installed at any time that week, which by most people's definition is not too near the holiday.  If you had budget restrictions, you could have reached out to us and asked about payment arrangements.   YOU chose not to respond to us. We tried to reach you multiple times.  We did not continue to reach out in 2023 because we had closed out your account on our, end because you did not respond, and your equipment was returned.  Which is EXACLTY what you are doing again.  Your job has been re-bit (2023), your equipment has been re-ordered and was ready for installation.  We have reached out to you multiple times with no response other than these complaints, and two voicemails, one left during the lunch hour and one after hours that just asked us to contact you, which we did with no response.  We can not and will install your equipment with 2022 pricing. You can contact us during business hours to agree to your non-covered costs, and schedule your install, which now might have to wait again on equipment re-order.  Or you can request another vendor through your home warranty company.  We will close out your account again, if you do not contact us directly.  

  The company will not be responding via this forum again.

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ************************* ************ property address *************************************************** My warranty company had **** **************************** install a new roof Unit Dec 19,22. The permit and Hers test are not covered by my warranty so I paid for it out of pocket as seen on the attached invoice. The work was not completed. They never did the Hers Test or have the inspection done. They have not returned any of my calls which have been 19 calls and voice mails. I have sent 7 emails, my warranty company has done 3 call and mails requesting they contact me. I was requesting copies of my invoices and manufactures information on unit installed plus copy of the Permit and when will the HERS test be done. To date I have not received a response. There website is www. rose-hvac.com **** **************************** ********************************* ************ ************ Please advise if you can help me get this job completed or at least my money back so I can hire someone to finish it. Thank you

  Business Response

  Date: 03/10/2023

  I reached out to the customer after receiving your email.  She had already been provided with copies of her HERS test and permit. Her final inspection will be on a future date with the ****************. She wanted some additional warranty information (her unit make, model, and serial number), which I provided to her via email. 

  
  

  She seemed satisfied with the information received. 

  
  

  Thank you,

  *******

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At beginning of November 2022 my furnace started blowing cold air. I contacted AHS and they set up an appointment with. Rose heating and air who has been servicing my system for the past 4 years. On 11/17/22 They sent out a guy who had been here before. He said my gas valve was going out. It only worked for 1 hour. I got approval from AHS for a new gas valve. On 12/1 **** called me to tell me that they received the approval from AHS for the part and were ordering it and set up 12/12 for it to be installed. On 12/12 before the tech was due to be here, called to reschedule because the valve had not come in, to 12/15. On that day two guys showed up. I asked the older guy about the new part and he said he didnt know about a part. He spent 2 min shut of and on again like first guy. He never came into the house to check temp, but went back to his truck, the younger guy ran past me and I said, I want that part installed. He didnt say anything like he was ignoring me. I then said did you hear me? He said yes. Then returned to the truck and they left. 5 min after they left my furnace was blowing cold air again. I called the office and they told me he knew about installing the valve and reported to her that my furnace was working. I never saw a work order or was given anything to sign off on. It was all very shady. He was supposed to install the gas valve my insurance company approved and paid for, not fiddle with the old one. I called the insurance company and they sent another request for service on 12/21. I called the *********** and talked to a woman who sounded surprised that my furnace wasnt fixed. I have not heard back nor are my calls being answered. Im elderly with painful arthritis and being in a cold house makes my pain worse.

  Business Response

  Date: 03/10/2023

  We do warranty work and are not allowed to change out parts without failure. This customer's unit was not showing fault or failure.  We never received authorization to change out a gas valve.  On 12/15 we actually sent our lead technician who did not report any failure with the gas valve or the unit.  If the problem is intermittent, the customer should call her warranty company and request service.  She is welcome to request another company.   To date we have no outstanding service requests for this customer.

  
  

  Thank you,

  *******

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apologies for the length... Rose Heating was sent by American Home Shield to our home in Nov. 2021. our heater wasn't working. At the time the technician told me the board in our heater was bad. The next notification we got was from our home warranty company telling us our heating element is cracked and we need a new heater. We told them that wasn't correct. They sent someone from a different company who agreed that it needed a new board, but unfortunately that person never rescheduled to replace the board. We contacted American Home Shield again in August to try and resolve this before winter. The first time they came out, I had called to reschedule, and they didn't return my call. When I was able to get them to come out (this took many attempts, as they don't often answer their phone or return voice messages), they told us again that they needed a new board. It has now been several weeks and we have heard nothing. I have called several times this week, been placed on hold for ***** minutes while they looked into our case. Today I was told that they reviewed our file and because they came out last year and we have a cracked heating element, they can't replace the board. I explained that we don't, and their technician made an error. They again told me there was nothing they can do. I asked to both speak to the owner and to see the photos from "my house" of the cracked heating element. I was told they would speak to the technician from last year and then call me back. When I told them I had other companies come out and they have all said it's the board that needs replacing, I was asked why I didn't have them do it. I responded that I didn't feel I should have to pay for it, since it should be covered as part of my warranty. I just want them to come and replace the board, as we were told that was the issue a year ago. I cannot go another winter without heat. I have stressed the urgency to Rose ***** as I have small children, and was told "I understand." Clearly not.

  Business Response

  Date: 10/27/2022

  Tell us why here...We serviced this address originally back on 12/6/2021. On this day, the Technician found the units heat exchanger was cracked, upon further inspection he discovered the damaged heat exchanger was causing the system to blow carbon monoxide through the vents. We turned the system off and condemned the unit for safety reasons. The only correction is to replace the unit. This information was relayed to the customers at this time. A new furnace was called into the home warranty on 12/11/21. The homeowner declined moving forward with the installation of a new furnace on 1/3/2022, which is documented with the home warranty company.
  They requested us back out there in August of 2022, a tech went to service the unit not knowing the history behind the previous call. They wanted him to replace just the control board, which isnt an option due to the nature of the damage to the heat exchanger. Upon learning the history behind the unit, we communicated with the home warranty we are unable to make any repairs to the system as we previously called in a replacement and the homeowner declined the service.

  Customer Answer

  Date: 10/27/2022

  I am rejecting this response because:I have requested photos of the cracked heat exchange from my home which were taken in December, and was told they would have to check before sending them to me. I have had two other companies come out, neither of which have noted the cracked heat exchange, and both have said the unit just requires a new board. When Rose Heating and Air asked why I didnt use one of those other companies, I told them that it was their error and was under my home warranty. Why would I pay another company to do the work that they should have done. Attached is the latest notes from their visit. Why didnt they note the cracked heat exchange?
  

  Business Response

  Date: 11/01/2022

  To be clear, this is not our customer.  This is the customer of her warranty company, which had multiple vendors that can service her.  We will not service this customer based on last years issues.

  The customer is welcome to and sounds like they did at one point reach out to their home warranty company for a second opinion on their job.  If the second opinion company returns with a different assessment of the job, and the warranty company choses to move forward with that work,  the work will be completed by the second company.  

  We closed out this job last year, when the customer did not want to move forward.  We will not be providing any information to the customer.   
  

  Additionally PGE will do free checks of furnaces for C/O issues, if the customer wants to get a check.

  Customer Answer

  Date: 11/07/2022

  I am rejecting this response because: the business is correct about one thing. I am a home warranty customer. That doesn't respond to any other part of my complaint. I have asked for photos of the cracked exhaust that they took. They still have yet to respond to that. I realize this sounds like he said/she said, but if I'm wrong, I would think the business would happily comply with the photo request for comparison's sake. I would never knowingly put my children in harm's way by not replacing a heater if it was harmful. I have asked my home warranty to send a company out for a second opinion. I'm baffled that this company won't just admit that they made an error. 
  

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Monday 8/8/22 a technician came out to diagnose my ac issue. He only checked the closet where the ** furnace. He didn't check it thoroughly. He said it was a pump. He said he would return that same day. He didn't make it back. He came back the next morning changed the pump. Later that day the ac didn't work at all. He didn't test the ** before leaving. I tried contacting the office and received no call back at all. I finally got someone to answer the call on Friday. She wanted to send a person out on Monday. I asked if someone can be sent our sooner because the weather is going to be over a 100degrees and we have a newborn. The technician came saturday 2 hours later than what they said he took stuff apart left exposed wires and stated he needed a part and would contact us 8/15/22. He said he would leave everything just like that because he was returning Monday. Today is 8/16/22 and I haven't got a call back at all. I left messages and nothing. Today will be 108 degrees.

  Business Response

  Date: 08/17/2022

  We responded to the customer's initial dispatch about a water leak.  The first technician responded to the dispatch.  He tried to both source a part and return later in his work day, but was not able. He stayed in contact with the customer and as he said he would, he returned early the next day to install the pump to solve the water leak.  

  The secondary issue was not caused by that repair but from the water leak, which caused a part to short.  We dispatched a second technician out to the customer on a Saturday (we due not normally operate on Saturdays, this was done in accommodation for this customer, as we were empathetic to their situation and were in fact trying to provide the most expedient service possible during a very busy season) to diagnose that issue.   He sourced a part.  We had to work hard to find the part and were having it shipped at our expense from the East Coast.  We were waiting on the delivery of the part and were notified of the complaint of the customer.  We immediately reached out and spoke to a male person at the residence.  We explained the situation and he seemed fine with the situation and understood that while we could not expedite the delivery of the part anymore than what we had already requested, we would make special arrangements to install the day the part became available, even if that was outside of normal business hours.

  Later, our office received a call from the other female member of the household who requested a call back.  Upon returning the call, we were verbally assaulted and despite both our apologies and explanations, we were berated.  The customer accused us of "yelling", when in fact there were multiple people in the office that day, and we were being very calm. The customer demanded a call from the owner, who did call her.  

  The company is no longer servicing this customer. We had the company who dispatched to us, transfer her to another vendor.  We did everything within our power to solve their issues and did not deserve to be treated with such disrespect and abuse. 

   

   

  Customer Answer

  Date: 08/18/2022

  I am rejecting this response because: When the technician arrived, I explained my concerns of the leakage and I showed him where they were. He said it was a pump. He didn't check anything else. He said he would go back to the shop and get one and come back. ******** called me from the office and said he wouldn't make it back and he would return in the morning.  I had took the morning off of work that day. I requested the rest of the day to get the job done.  So I had to request the next morning off to get this job done.

  The next morning the tech arrived. He vacuumed the water, put the pump in checked the pump and he was done.  He didn't turn on my whole unit.  I was also concerned about the leakage that was getting my filter wet and he stated it will be fine. So I trusted him.  He leaves I turn on my unit and go to work.  I get home at 4:30PM and the ** was not working.  I called the office and there was no answer, I left a message.  The next morning I try calling and no answer I leave another message.  This is urgent to me because I have babies in my home and my father is elder and he comes for dinner.  I'm his caretaker.  So I continue calling and leaving messages throughout the day and I don't get no returned calls.  I called for 2 days leaving messages.  I call Friday and I get an answer and explain the situation.  ******** said she could have someone out Monday.  I told her its an emergency that we have it done asap.  Due to my kids and my father.  She said a tech would be working Saturday and she would see if he can fit me in.  He said he would be there from 10 to 3PM.  He called me on Saturday at 4:45 PM and said the previous job lasted longer and he had no service to call me.  So I was out because my house was so hot to have my kids and father.  I came to meet the tech and he said he had to order parts and he would contact us Monday morning.  Come Monday we got no calls.  I called later in the day to see if I can get an update.  ******** (dispatcher) said she had no clue what was going on.  She said she would call ******** (manager) to call me because she was working from home.  She said she would have the manager call me or she would get back to me.  Neither happened.  So come Tuesday,  I called left messages and nothing. I had my husband call the technician to figure things out because if he is going to come out I need to request time off work.  The tech told my husband the part was on order and he would let us know when he gets it.  Later in the afternoon ******** (manager) calls me asking why am I calling leaving messages if the tech talked to my husband.  I left the messages in the morning.  I gave up then and asked my husband to take over.  She was really upset, seemed as if she was yelling at me and I asked her to please stop yelling at me.  I then asked to talk to her manager.  I asked for his name and she said that he had talked to my husband.  At that time, I was upset and asked her to have him call me.  He called me yelling at the top of his lungs.  He didn't let me say one word. He was yelling saying really mean things so loud my daughter can here him and she got scared telling me to just hang up.  She was scared he was going to come to our home.  He said it is all my fault.  But I didn't understand what was my fault.  He just hung up after he yelled at me.  I called back to see if he was going to let me speak or if he hung up.  He said no I'm done with you so I hung up.    After going through this I have had anxiety.   I read the reviews on their business and I'm not the only one they treated this way.  It is so sad that when people are in need of service they can get reliable service.  I hope no one has the experience I did.  It was horrific.