My wife and I hired Allied Systems in 2018 to install central air conditioning in our house. It was a $15,000 job and they were fairly quick to respond and do the work. The job was done fairly well but it took about three times longer than the time that we were told it would take. We quickly found out that their drive time to and from the work site is included every day and they would not work any additional time to try to finish the job as quoted. Nevertheless the job was completed and the work was good.
We then called them in 2019 to come back and service the air conditioning and some other systems in the house. This is where the trouble began. It was obvious that simple maintenance calls are not high on their priority list. After a phone call and a promise of a return call that we never got, we called again only to be told that they have a new receptionist and weren't getting all of their messages. Then they told us that they shouldn't service the air conditioner because it was too cold outside. We waited until early summer before they finally arrived to service the central air and do another small project for which they had all the specs ahead of time. They arrived at the house and serviced the systems, but we were required to provide them with chemicals to flush a hot water heater because they did not bring any. They then informed us that they would have to make a return trip to the house on another date to do the other job that was already agreed upon would be completed that day. We noted exactly how long the tech was at the house and we asked in casual conversation where he came from and where he was going after our appointment.
On the return visit, the tech was at the house for about 45 minutes to an hour less than claimed. We were then sent a bill to include two round trip visits not only from their headquarters in Kane but from wherever they were located prior to coming to our house and wherever they were going after they left our house. We found out one trip after our house was an hour plus drive that was billed to us. Ultimately they tried billing us for three hours of labor for which they were never at the house. When we questioned it they stated that drive time was included. We asked, "Drive time from wherever and to wherever?" Doesn't exactly seem fair! They agreed to knock one hour off of the bill and we were willing to accept that even though it should have probably been at least two hours. We were willing to compromise.
About a month later we received a letter in the mail stating that they will no longer service the property. Are you kidding me? You take a $15,000 job and are happy to do that, but you won't provide customer service for routine maintenance without gouging people for ridiculously long drive times to and from the site? The fact that you were trying to charge people four drive times in the first place when all of the work should have been completed on the first trip is ridiculous. The fact that you send a letter telling a customer that you will no longer service their property over an hour of labor is also ridiculous! Unbelievably poor customer service and customer relations! We will go back to our former plumber that we never should have left. Saving a few dollars on one job isn't worth it only to get price gouged and have poor customer...
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