Utilipro Complaint - Dishonest - Appliance repair service

Review by penneyworth on 2010-09-14
ATLANTA, GEORGIA -- Utilipro is a nightmare. I started service to cover my appliances while I rented out my home. When the A/C unit broke down, they said the next available appointment would be in 4 days. It was over 100 degrees outside, so I had to use a different service company to fix the A/C, and I cancelled Utilipro service. 4 months later, I received a new bill from utilipro, and the customer service representative told me the account had never been cancelled. Now I am told that the account cannot be cancelled because "there is service on it" even though they have never paid a service call of any kind. Furthermore, I was told by the initial salesman that service could be cancelled any time.

I was told that "the problem would be escalated and corporate will be in touch with me in the next 24 hours." I have not heard from them.
Company Response on 09/20/2010:
UtiliPRO Services appreciates the opportunity to provide a response to the complaint that has been expressed with regard to a recent service experience by one of its customers.

First and foremost, UtiliPRO wants to make certain that it is recognized that each and every complaint received with regard to a customer experience is a serious issue that is always reviewed and that UtiliPRO strives to improve its operations based upon the feedback it receives, and the findings that result from that review.

With regard to this complaint, it is important to recognize the stress placed upon HVAC service in Georgia this summer. The summer produced historical records for heat in the Southeast Region commencing in June and continuing through the summer period with the June to August period having a total of 645 hours had temperatures above 90 degrees. The average number of hours over the past 12 years for this same period of time and for temperatures above 90 degrees was approximately 233 hours. This reflects temperatures approximately 275% higher than the average. (1)

This heat wave stressed the air conditioning equipment in Georgia resulting much higher than normal service repair levels. This service level was above the available service industry repair capacity, resulting in the HVAC service providers being required to schedule repair work out as far as 10 days or more. UtiliPRO faced similar conditions with its professional, licensed HVAC providers, but due to its’ relationship with these providers was able to schedule this customers’ repair work 4 days out.

Although UtiliPRO recognizes and apologizes for not meeting the expectations of this customer, the measure by which success is measured, it was truly beyond our capabilities to fairly schedule this customer any sooner.

If the customer would like to further discuss this service experience and provide UtiliPRO an opportunity to satisfy any further concerns, please contact UtiliPRO at 404-946-5540.

(1)National Weather Service (NWS) and National Climatic Data Center (NOAA)

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