"Part of the problem I had with this visit is I find it distasteful when technicians/customer service bad mouth competition. This wasn't the first Donelson Air or another provider technician that has done this. Donelson Air installed my heat pump about 9 years ago. The first problem with this visit is the young lady on the phone who made the appointment did not inform me there would be a $99 charge for someone to come out. You might assume that I should know that, but I did notit was not a given. Second problem with this visit is that although it was scheduled between 6-8pm last Friday, the technician did not call to let me know he was on the way. He did show up in the timeframe he was expected, but this is the first time a technician has not called in advance to say they were 5, 10, 30 minutes away.
The first few years I had the unit, Donelson provided the maintenance program. My maintenance program is with another provider now. I was led to believe by the other tech that by calling the original installer of the unit issues may be covered under the 10-year warranty. I called. Both techs bad mouthed home warranty companies as well. So already I have a poor opinion of either companys ability to be professional. According to the Donelson tech, there is no problem. I told the Donelson tech that I had been told there was a leak, but he could not find it. He used 2-3 pounds of coolant because it was low. The Donelson tech said if its 2-3 pounds low on a capacity for 8-9 pounds, theres a significant leak and the other company overcharged me (his opinion) and should have found it. The Donelson then tech offered to charge me another $500 to find the leak. When I heard that, I declined that offer and wondered how much it would cost to fix the leak. He charged me $99 to tell me he couldn't do anything.
The other tech installed UV lights for $500. This system had an additional filtration system that helped with allergens that SHOULD have been cleaned/changed every year at least this is what the Donelson tech told me and this is the FIRST time Ive ever heard that. Sure, techs each year would suggest it be changed, but never that it HAD to be changed. The other tech said there was no point in changing the filter and UV light at this point, removed the add-on filtration unit & light, and installed the new light. From both organizations everyone made it seem like an option, not a have to to change the units outside filter once a year. So, if its in bad condition because it has never been changed, then neither tech has been sufficiently trained to explain to consumers in lay terms that it has to be changed. Its always communicated as an option, not a have to like the inside filters that are changed religiously once a month. My frustration is that both techs seemed more concerned with selling me a new unit and bad mouthing the competition (maybe deservedits hard to tell because everybodys pointing fingers) than explaining in lay terms how to best use and maintain my existing unit. Resolution: given I may need to purchase a unit within the next year, Id like a refund of the $99 I paid the Donelson Tech for nothing. Sure, theres the value of his time, etc., but given these circumstances, I think we can call this one a wash and return the $99."