Customer ReviewsforAir Essentials LLC

Made a service request through my home warranty 30 Apr 22 regarding my air conditioning unit not cooling. Called 2 May and had an appointment set up for 5 May. Received a call on 5 May for a reschedule due to the weather, completely understandable. Rescheduled for 9 May with no prior openings before the 9th. Using my hunch, I called from a different phone today, 6 May, and used a different address with the same issues. First question asked to me was am I using a home warranty. I replied that I was not. Got booked the same day for an evening appointment. I made the comment that I was amazed at how soon they could send a technician out on the same day. I was informed they purposefully keep the schedule light so they can book appointments. I waited until I received the text confirmation to call back. Called back to inform them I was upset and disappointed and that I had used another number and address to book a fake appointment on the same day. The excuse I received from another individual this time was there was a cancellation and that was there reasoning for booking a new appointment rather than moving your rescheduled appointments up. I'm in no way commenting negative on their technicians and their quality of work. The issue I have with this company is honesty. I don't mind waiting to get my air condition repaired but be transparent. I've kept all correspondence with this company and will be sending it to my home warranty company. Received another contracted company to come out and fix my a/c unit!!!

It is not bad business practices or dishonesty when booking home warranty workorders vs. non home warranty workorders. Unfortunately there are only a limited amount of slots for each and we receive a high amount in home warranty workorders vs non home warranty workorders which as a result causes us to fill our available home warranty slots much faster and further out. Calling a business with an intent to deceive does no reflect on our honesty. Quite the contrary is was you in this instance who reflected dishonesty. We were truthful with you based on the information you provided. You stated you were no home warranty when asked, therefore got a non home warranty slot that someone else had canceled out on. We scheduled within guidelines to your home warranty. We are a small family run business and so the best we can to make sure we are booking within guidelines of your home warranty and also making sure our non home warranty customers are taken care of even though we are flooded with home warranty calls. You could have simply just been honest and transparent yourself and called to see if we had a cancellation in a home warranty slot rather than being deceptive only to leave us the negative reviews.

1. Appointment was already scheduled for 5 May 22 between 6pm and 10pm.
2. On 5 May 22 at 4:26pm, your administration rescheduled my appointment due to weather, as I stated it I understand. Rather than schedule me for next day, I was pushed out to the following Monday on 9 May 22, through the weekend. When asked if a technician could come out anyway and time sooner, I was told no because there were absolutely no openings to accommodate my request.
3. On 6 May 22, I called to verify any truth to what I was told the day prior. Your administration scheduled me on the same day for a 4:00pm appointment. When I called back to explain my disappointment, it was your administration who informed me the reason for the same day booking was due to a cancellation, not Home warranty vs non-home warranty. Home warranty vs non-home warranty is irreverent because I was already scheduled for 5 May 22, therefore I am a customer, am I not?
4. So you are telling me from 4:26pm on 5 May 22 (around closing time) and 9:00am on 6 May 22 (right at opening) your company had cancellations?
5. So your telling me that rather than moving up scheduled customers and to fill the cancelled appointments, you just book new appointments?
6. The first individual I spoke, I believe your manager to told me that your company purposefully schedule your appointments light so that you could book new appointments.
7. You failed to mention someone in your company purposefully hid/removed my review I posted on ****** from public view and made it so only I could see it, thinking my review was being reviewed by the public. It wasn't until someone informed me that I realized it was hidden/removed. I had to make another post. I've kept all screenshots just in case I needed to show. Who's being dishonest?
8. I never called anyone out in your company by name, I was professional in my review and truthful.
9. If your administration was truthful and honest at the beginning, we would not be at this point.
10. Like I've stated, I've kept every correspndance, text, and screenshot to validate my review.

As this customer states he called in with the intent in being deceptive to see if he could get sooner service posing as a non home warranty call vs a home warranty call. it is not bad business practice or dishonest by our company to have a certain amount of slots available for each type of work order received. Unfortunately due to the high amount of work orders we receive as a home warranty basis these spots due tend to fill up faster and further out. If a home warranty deems you as an expedited work order or emergency status we have a limited slots available for those as well. Instead of this customer calling us and being deceptive he could have much easily have called to see if we had a cancellation in a home warranty slot. His dishonesty does not reflect on our company as being dishonest but the contrary. We scheduled him according to the information he provided and even with his original work order scheduled within the guidelines of his home warranty. At no point did we state we deliberately kept the schedule light, but that due to weather is was lighter than usual. We are a small family owned business local to Clarksville and we take extreme pride in providing excellent service to our customers no matter what type of work order received. We are straight forward on our availability and will continue to provide transparent scheduling to all our customers.