Follow up to post on 7/29/2022: 18 hours later from the time I called at 10pm on 7/29 did the service repair person Christian show up. He came at around 4:15pm on 7/30. That’s a long wait time. However, to his credit, he efficiently diagnosed the problem and fixed it immediately. It was a clog in the drain line that kept cutting off the AC. My real bone of contention was the how indifferent the customer service reps were and the lack of communication. I hope Cousin’s Air can improve the quality of this matter and not make the customer feel hopeless and not confident in the quality of their customer service. I had an AC Emergency at 10 pm on 7/29/2022 and Cousin’s Air did nothing to respond. Since this post no one has come by to inspect my AC unit and why it shut off. I spoke to a lady named Kathy who said a technician would be coming out at 1:3O the technician never came, he called my parents house instead. Why my Mom tried to explain to the technician that he was calling the wrong house and that they were not the ones who needed ac repair that was a disconnect in communication. He never come to my house or called me or followed through with the service call. He told my parents that he would come back again in another three hours. I frantically called Kathy again who was not aware that the technician wasn’t coming back for another three hours. She said she would schedule another service call between the hours of 4 -6. I’m thinking this would be in the AM. I was horrified when I called the office at 6:51 am on 7/30/22 only to find out it was scheduled for the PM. I kept calling to find out when a service specialist could come out earlier and a very rude women answered the phone and said the offices were closed and that I was a calling an call center and that nothing could be done to expedite the arrival time. I was evidently lied to as I was calling the office and not an off site service center as I had been told. No one there wanted to address my concern and deal with me so I kept getting the run around and still no one had showed up as they said there were other calls ahead of me! I was calling since 10pm last night and they couldn’t make my call a priority! The technician never called, no one was communicating with me at the office and problem never was resolved. Very frustrated, angry and disappointed with Cousin’s Air!!!!!!
I called this company on a referral from a neighbor. Chris R came to the house and started right away. Excellent work and he really cared about what he was doing. He opened up everything and showed us what needed to be done. Looking forward to having everything completed. He did not try to oversell me, the things that needed to be done are necessary. Thank you Cousin’s Air. I highly recommend this company!!
I have a service plan with Cousin's Air and this weekend our AC went out, the unit was frozen, an employee came out Saturday afternoon and could not find any problem said the outside unit was a little dirty and needed to be cleaned and didn't have a hose long enough to do that and would come back Monday, It is un acceptable to leave someone in the 100 degree heat with no Ac because you don't have the right equipment on your truck, I called back to the answering service and they said they would come back that evening between 7pm -10pm - no show no call, reached out to them 3 times Sunday -no call back! I had another company come out -It was not the outdoor unit the guy claimed needed to be washed , it was something on the inside that was quickly able to be fixed and Ac restored! I will not use Cousins air again and my service plan with them will be cancelled.
Benito was pleasant, thorough, and quickly assured our drainage pipe was clean and A/C was working effectively. Since he was already here he also performed our routine service. And also accommodated our timing issues. Great job 👍
Jim was most knowledgeable and helpful in making suggestions. He was also thorough in checking current system sizing, duct work and made constructive suggestions on the approach to new purchasing a new system. While we have not yet decided, we very much appreciate his straightforward and honest suggestions.
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