Guaranteed Service

Jonathan Santiago

a month ago

I rarely leave negative reviews, but after spending nearly $3,700 with Guaranteed Service, I feel people deserve to know about my experience. I originally called on Wednesday because my AC wasn't cooling properly. I was told a technician could come Thursday between 8:00 AM and 12:00 PM. One night without AC wasn't ideal, but manageable—even with five kids, including two who are only 4 and 8 years old. The technician arrived Thursday, diagnosed the issue, and recommended a repair costing almost $4,000. After completing the work, he assured me the house would begin cooling within a few hours. It never did. When I called the office, I was told they couldn't send anyone back until Saturday because they were too busy and didn't have available technicians. That left me wondering: what exactly is "Guaranteed" about Guaranteed Service? I paid thousands of dollars, but my AC still wasn't working. I was told I'd be placed on an emergency cancellation list for Friday. No one ever came or even contacted me. On Saturday, another technician arrived and immediately questioned the previous repair. He showed me the photos from Thursday and explained the first technician had not added enough refrigerant. According to him, the invoice even stated the system was overcharged when, in reality, it was undercharged. He added refrigerant, and I finally thought we'd get some relief. Unfortunately, that didn't solve the problem either. By Saturday night, the temperature in my house never dropped below 72°—it actually climbed to 76°, even though the outdoor temperature had fallen to around 82°. Sunday morning I went outside and found the refrigerant lines and the brand-new valve they had just repaired completely frozen. When I called again, I was told the earliest another technician could come was Monday afternoon. At this point, I'm left asking: - How many days of work am I supposed to miss? - How many technicians does it take to correctly diagnose one AC system? - Where is the urgency after charging someone nearly $4,000 and leaving them without working air conditioning during a heat emergency? I was seriously considering becoming a Guaranteed Service member because of the benefits they described, but this experience has completely changed my opinion. I don't question that the technicians are trying, but the lack of quality control, follow-up, urgency, and accountability has destroyed my confidence in this company. When customers spend this kind of money, they shouldn't have to wait days between visits while living in an unsafe, uncomfortable home. I expected guaranteed service. Instead, I've received repeated delays, conflicting diagnoses, and an AC that still doesn't work. I guess lets see what the techs say on Monday. I will edit this based on my experience.

Mlchelle Conklin

2 months ago

I called Guaranteed Service to fix a leaky water line for my toilet. They sent me a photo of the technician and let me know when he was on his way. Eric was great. He knew exactly what needed to be done, and fixed the problem perfectly. He applied a $50 coupon without me even asking, and the final price was $128 less than their competitor's quote. Eric was a pleasure to deal with. I highly recommend Guaranteed Service and would call them again. Before and after photos below.

Tiffany Morales

a month ago

I initially called for an estimate on air duct cleaning and, as a new customer, was offered a complimentary AC tune-up. The next day, technician Roger de la Rosa came out. He was extremely knowledgeable, professional, and took the time to explain everything thoroughly. Unfortunately, I never received an air duct cleaning quote because the tune-up revealed significant issues with our existing AC system. A few hours later, Neal came by to discuss our options. The only reason I believed the extent of the problems was because Roger had taken detailed photos and videos showing the corrosion and other issues. We ultimately decided to purchase a new system that same evening. I had originally wanted a day or two to compare options, but Neal reduced the price by $4,000, making the decision more practical for us. We already knew our system was aging and would likely need replacement in the near future. Neal was friendly and professional. He wore protective boot covers in our home and assured us that the company provided top-notch service, stating that their technicians treat customers' homes as if they were their own. Two days later, the installation took place. An electrician named Philip came out and was initially very professional and friendly. He explained that he was there to ensure everything went smoothly from an electrical standpoint. However, about 30 minutes later, he began trying to sell me a new electrical panel at what seemed like an outrageous price. He claimed our electrical panel was not up to code, despite the fact that we had recently finished our basement and successfully passed all township inspections. At that point, I became uncomfortable and began questioning whether I could trust the company. As a female homeowner, I'm always cautious about being taken advantage of, and Philip's sales pitch reinforced some of those concerns. We respectfully declined because everything was functioning properly. When I asked whether our panel was safe, he told me it was. However, the report we received the next day stated that it was not safe. So which is it? I wish companies would focus more on honesty and transparency instead of constantly trying to sell additional products and services. Would you recommend unnecessary upgrades to your own family? Probably not. When I returned home from work after the installation, I found insulation debris scattered throughout my property, both inside and outside the house, including across my front lawn. I sent Neal a video, and he assured me someone would return to clean it up. No one ever did. My husband ended up cleaning it himself because it was windy and we didn't want debris blowing into our neighbors' yards. We also discovered gaps in the new system where air was leaking out. We showed this to Neal during a FaceTime call. In addition, screws, old vents, and other construction debris were left behind. Overall, the quality of the installation and cleanup did not meet our expectations. Danielle later texted me asking how the service went. I responded immediately but never received a reply. My husband called the office the following day and spoke with a representative who said someone would call us back. That never happened either. For a company that is very proactive when it comes to selling products and services, the follow-up and customer service have been disappointing. I now find myself questioning whether I can trust the company, which is unsettling considering we spent $17,000 on a new system and were promised 12 years of guaranteed service. It leaves me wondering whether future issues will be handled honestly or if we'll simply be met with more sales pitches. Overall, I am disappointed with the experience. While some employees were professional and knowledgeable, the lack of communication, inconsistent messaging, poor cleanup, and pressure to purchase additional services have significantly diminished my confidence in the company. I also ended up having the air duct cleaning service performed, but unfortunately had to wipe down some of the vents after.

LeReese Davis-Colley

3 months ago

Josh came to my home and did a complimentary AC service. He showed me so much regarding my ac unit. He was very thorough. He showed me how I could get a plan and save money. I ended up getting a plan and Josh took care of the ac unit and took care of my humidifier unit as well. Perfect.

Dustin Hinklein

7 months ago

Shaun and Lou were great. Great customer service and work ethic. Got the job done quick with no issues. Highly recommend for your electrical needs. Had to have a new line ran from the box to the water heater, and have the water heater disconnect installed.