U.V. Sam

Where do I begin? AC system was seizing up and not working at one of my rental properties. It would click on for a few hours than stop working all together. My poor tenant was very frustrated. So I called UV Sam and they came 3 weeks ago and after 30 mins said that we needed to replace the capacitor for $ 285 dollars. I agreed because it’s the middle of August and my tenant needed a working AC system.
Fast forward to Labor Day Monday and the same issue starts up all over again no cool air since 10:30 the night before, so obviously it wasn’t just the capacitor. I don’t think they really ran a system diagnostics check last time. I am a full time realtor who has witnessed more than one HVAC inspection in my career and I should have known something was up when they first arrived.
I called to schedule an appointment and their answering service picked up. The lady who answered was pleasant enough, but said that no one would be available until Thursday. REALLY?! I explained that they had already been out and the system was still not working and I couldn’t understand why they were answering the phone on Labor Day if no-​one was even «on call» for emergency situations. She said she could squeeze me in Tuesday, but it would later in the day. I grudgingly accepted a late day time slot, but I ended up calling back and saying that really is unreasonable knowing someone does not having a functioning AC that they were supposed to have already fixed and to please see if they can squeeze us in earlier. She agreed to 8−10am time slot on Tuesday.
My tenant re-​arranged her schedule to be available. No one arrives until after 10:30 in the morning. When my tenant called the office the first excuse was that another AC was leaking water and took precedent. Then the next WHOPPER came from the guy who is also the owner. He said the real reason he was late is he didn’t want to sit in rush hour traffic. WHAT???
That is totally unacceptable to schedule an appointment and not show up and your reason because you don’t want to sit in traffic. The townhouse is in Conroe not Houston so traffic is going the other direction. That is no excuse for appalling customer service. Major fail and super lazy! Don’t offer this as part of your service area if you don’t want to drive this far!
They still could not figure out what the issue was saying they would have to trouble shoot. Not on my dime you won’t! They said maybe it was the thermostat, but they weren’t sure??? RUH ROH He started being mouthy to my female tenant when she was questioning his assessment. Luckily she had called a guy friend to come over and sit upstairs and when he heard how the guy was talking to my tenant he stepped in and miraculously the attitude disappeared. Hmmmm guess he didn’t realize someone else was there.
My tenant calls me absolutely beside herself ranting about how poorly this entire situation was being handled. I received blow by blow texts all morning long. Hence the review I am able to provide. I said don’t let him touch anything and call Bradbury Brothers for a second opinion. Thank goodness we did because they came out ran a thorough diagnostics check on the HVAC system found the issue and immediately addressed it. Imagine that? Plus they called me to go over everything and emailed me the receipt. Now that’s customer service.
UV SAMs customer service skills need a serious overhaul. The owner even refused to give my tenant and her friend his business card claiming he doesn’t do that anymore. What? Sounds to me like he needs to go back to AC training and or get out of the business. I think there is a lot of guessing going on and no real analysis. Don’t hand your hard earned cash over to this unprofessional company. They don’t know what they are doing. You will end up paying someone else to address and fix the problem. You have been warned.