BGE Home Products & Services Inc

So I just watched a commercial about how BGE Home is 24hrs. So not true and false advertising. I have an appliance contract not that it mattered when my hot water tank started to leak on a Sunday. I called BGE/Constellation Home to get someone out in order to get it replaced. I was told I had to wait until Monday because I could make an appointment when the office opened.

That was really funny but I didn't find it funny with water leaking and me sweeping water into the sump pump. It doesn't make sense to adveetise your 24hrs when that's not the case. To have a contract with a company that schedules you out a month when you're washing machine goes up just doesn't make sense. Did I mention I have an appliance contract. I won't beat that drum again because I've already made my complaint. Change your commercial BGE/Constellation Home. Its not true.

Since switching over to Constellation Home I've had nothing, but great experience and awesome service. I had been having problems with my bathroom toliet for some time. The tech was great. He diagnosed the issue and it didn't take long for him to take care of the repairs. I also appreciate him working with me and my schedule, as while he was here I was also working and he made everything seamless for me. Thank you so much!

BGE home is great in theory but not so great in practice. The technicians and the customer service agents are usually very kind, but not always competent, and the system is entirely flawed. This will be the third time I have to have my washing machine fixed by them, including the first initial breaking. BGE home has had to come out to fix it, the initial appointment takes at least a month for them to come out to look at it despite sometimes error codes being provided, and then they have to order the parts and you have to wait until the part is in to make an additional appointment, that again takes at least a month after however long it took for the parts come in, even up to two.

And I have had multiple instances where the technicians didn't note in their initial notes that it was a two person job, so the one individual would come out with the part and would have to leave and come back (of course yet another month). I just had a technician come out to fix my ice machine, he thought that it was a blockage in the waterline and moved the fridge to remedy that, and mentioned that if we didn't have ice by the next day that he would call to check and come back to replace it, he made it sound so simple, but I've discovered unfortunately that it was not.

I never received a call from him, and so I called BGE home myself and not only will I have to wait another month for a technician to come out, but they won't even be able to fix it that day because there's no note of the make or model so they won't have the replacement part, so it's essentially just a repeat of the appointment that was on Monday and I will have to wait I'm sure at least another month (at least three months total) for a simple replacement ice maker. We've had a functioning washing machine probably 3 months or less in the last year, largely in part to the inefficiency and wait times. I've had the policy for two years, and honestly I can't see myself renewing.

Never using them again. We have been with BGEHome for many years. But this is the last straw. They are happy to take your money, but when it comes to fixing your equipment, they are lazy and are quick to tell you that they cannot do the job unless I purchase a whole new system, despite the fact that other companies have been able to help. Why do we bother to pay extra every month for the service? We won't anymore.

BGE Home is okay overall. They are available 24x7 to receive service calls but it takes a week or more for them to send the technician. Our AC stopped working in the middle of peak summers and it took few days to get the technician but he was able to resolve the issue same day he came to look at the problem. Generally, I found the technicians actually knowledgeable and experienced and are able to provide good service.

Had BGE Home out on a service call last year to check my AC unit. In that case, they fixed the issue and were very good salespeople as the team talked me into the service plan vs stand alone cost of that repair. Later scheduled a service call to check water heater. Tech said the tank needed to be replaced and offered no other solution. I said no, did some research, and found that one of the two thermostats was faulty.

It cost approx $20 and replaced it myself. Worst of all, I was told the plan was annual and if canceled before the year was up I'd still owe for 12 months. I just called today to finally cancel (not renew for a second year), and the phone rep said it was month to month - so I paid these scam artists $27.95 per month for a year for absolutely nothing.

Not worth the money for repair coverage. Our washer wasn't working, waited about a month and a half for a new transmission and when installed the washer was left in the middle of the floor covered in grease inside and out in addition to the clip on the control panel broken. Waited another month for what was supposed to be a new control panel but ended up clip replacement.

The end result? Now the washer doesn't work at ALL and the wait continues. Had I known how incompetent and could afford it I would have purchased a new washer out of the gate. Don't waste your money on them In the spirit of fairness. I had the number and called the repair guy who came and replaced the clips yesterday and explained the problem with the washer. He came back and found that there was a disconnected wire and got the washer back in service. For that I am truly grateful and it deserves praise

For over 7 years I had BGE Home as my service provider for multiple properties owned and always recommended them to others for the quality of service received. Recently I had a problem with an HVAC unit in a property I own. I had all confidence in the beginning that BGE Home would repair the issue but this turned into a nightmare. Overall due to their neglect my tenant did not have heat for weeks, the technician broke the entire heating system, and the breaker in the main condo building leaving me to call Michael and Son's to do the repairs.

The customer service I received from Darren Robinson has been rude and belligerent. Due to the BGE technician not being knowledgeable about the repair and destroying the unit it cost me over 10K with Michael and Son to repair. I am currently speaking to an investigator with the company but thus far they have not made me an offer to recompensate me for the total and sadly this may turn into a case with my lawyers.

Please be mindful I have expressed I rather not go to court but just be compensated for money/debt of cost nothing more just money lost due to the matter. I would have NEVER in a million years thought this would've happened with this company.

The technicians who come do a good job. But scheduling is a major challenge. We pay for a home service contract and with an oven not functioning the earliest date they would schedule is more than 11 days out, and that is only after we suggested that a month was unacceptable. UPDATE: I was able to chat with customer service online and we're now looking at five days out.

A significant improvement. As always, the people are extremely nice as are the technicians who come. They just really need to do something about shortening the time for service contract holders. It's a recurring problem, even pre-pandemic.

Disappointed. I use to have a service contract with Bge home but for various reasons I didn't renew. I recently reached out to Bge home to renew and was told that someone from sales would be calling me back to sign up. This was over two weeks ago and I'm still waiting for a call. I was also told once I signed up I would have to wait 30 days for the contract to be active before I could make an appointment and then appointments are filling up so I'd have to wait about two months when there was appointment availability.

But I still thought I'd talk to the sales team once they called me. But after not hearing back and not wanting to chase them, I decided to go with Belair Engineering for a service contract. Very efficient, I have an appointment with them this week to check on the heat and I already have an appointment in April for the AC check.

Waste of time. Made an appointment for the $50 HVAC maintenance special, the waiting list was so long I had to make it two months in advance. On the appointment day, I got several text notifications, starting with one confirming the appointment window (7:30am to noon). Got another when the appointment window had passed, at 12:04, notifying me that the technician was now scheduled to arrive "this afternoon" but that I'd be notified when they were on the way. Got a final voicemail (not text message) an hour and a half later, expressing regret that the technician had missed me at home.

Never got a text that they were on the way, as promised, and there was never a knock on the door or anything indicating the technician had arrived. And of course, can't reschedule for another month. Seems from the reviews that this scheduling/notification issue has been going on for some time now - time to invest in an effective scheduling/notification system.

My furnace had gone up on Tuesday in my house. The first tech Joel came out on Wednesday and looked at it and it required a little more work then expected. So he told me that he would be out Thursday morning with his Team Leader Kevin. Since my furnace wasn't working I wasn't in the house. They waited for me to arrive to the house, which was really thoughtful of them.

They were able to fix my furnace ! Both Kevin and Joel did an amazing job getting it back up and running! I'm so thankful to them and BGE home. I wanted to make sure that they know how appreciative I am. Awesome work Team leader Kevin and Joel!

I called BGE Home because the sinks were draining poorly. I was told 99. I was not informed that there would be additional charges. I think transparency is very important when conducting business. As a customer I deserve to know that there will be additional charges. I was extremely disappointed that this information was not communicated to me. Therefore, I feel that it is a waste of time and money that I stay with your company. I will save my money and pay another company outright should should another new arrises. I will be canceling my service with you guys. This is not the way to do business.

BGE is a wonderful insurance to have for your home. The repair men work so hard to complete the job they came out to do in your home. Customer service is great they talk and speak with you with respect and make sure you are satisfied before the phone call is complete.

Had our entire system replaced in June. Bought a service plan as well. Thursday, January 6th the heat stopped working. Called BG home Thursday evening. The soonest we got a technician was Saturday. The time frame was 12-5. The technician arrived 1 hour past the time frame at 6 pm. He was at the house for 2 hours. The response was he was not sure what was wrong but will try to replace the thermostat.

Somehow the thermostat I had to accept to receive a promotion when we bought the system was now a special order. So they order the part. Then let you know when it arrives. Then you have to call schedule a technician. Now at this point I am trying to keep my cool. Go through the motions. They schedule the technician for today Wednesday. He/she never showed up.

No contact. Nothing. Called them AGAIN and there was a computer glitch. The soonest they can get someone out is now Friday. I wish I had gone with the smaller company who might have cost a bit more but I guarantee the service would have been better. $11,000 lesson learned.

Don Settle come out and assist with my heating. He was awesome, friendly, and swift. Super thankful for him. Made the day a whole lot better Service: Heating maintenance

Very helpful in bringing your life back to normal. No job, big or small, they work hard to complete the job.

Service technician Don is the he best you could ask for. Was very friendly, professional and knowledgeable with telling me what the problem was and replacing my expansion tank. Fixed the problem very quickly and had my hot water running once again. Would highly recommend.

Efficient and helpful answered a lot of questions great tech

Very professional and well educated team that stopped by. They explained what they were doing and has everything up and running. Thank you for your help and service.

We have been waiting since 11/4/21 to get heat in our house. They have sent out incompetent technicians or they don't show up as scheduled. The nights are in the 20's and days in 40's, 50's if lucky. We've had to buy portable heaters for several rooms and abate some rent, therefore losing income as well. This ridiculous- WILL NEVER USE AGAIN!

Had sewer/ water line replaced. BGE subcontracts with a company Zoom Drain for this type of work. I only used because I purchased plan for $10 a month and BGE covers part of the cost which is helpful because this type of work is expensive. My driveway had to be dug up along with part of sidewalk and yard to complete work. I am hoping the work done is quality work but not sure. Contractor was very dismissive and did not care to return my property as it was.

Many days they sat around doing doing nothing, laughing snd joking and smoking. My property was left a mess each day they finished up work. They destroyed my entire driveway even though th yes only had to dig up one area of driveway. They destroyed my neighbors yard and did not correct. I have had leaking in my basement because the ground where the work was completed continues to cave in due to heavy rains. BGE has sent people out to back fill with dirt but it continues to wash away.

There seems to be NO urgency on BGE part about the damage being caused. How many times will I have to call BGE Manager Tony S. to deal with the ground caving? They expect me to pay them $8,000 plus when they have not restored my property as it was and I continue to have other issues as a result of their work! They will not get paid one dollar until they fix my property.

Even the drain installed at driveway pulled up out of ground. I am so worried about the water coming in my cellar and mold building up just horrible! I just pray that the work done is quality work because I don't have extra funds to correct if not. So frustrated just causing me more problems and money. Not good experience. If you can afford to hire your own company please do so because the contractor BGE uses, those people don't care. They have no loyalty to customer only to BGE. I don't trust either.

Great customer service and technicians are very professional, courteous, and knowledgeable. They always identify the problem and get the job done. The only side comment is that sometimes it may take a longer wait to get someone out to the home to assess the problem, then, once identified, you need to wait for the parts to come in for the repair. However, it all works out in the long run. I would definitely recommend BGEHome.

Knowledgeable technicians. Great people in the office. Taking time to make sure all my needs were met. Great people to work with!

Always a good honest deal and knowledgeable, friendly technicians that talk you through your needs and expectations. I know that they do have price guarantees and that they stand by their work. I know that they are officially changing their name soon so as not to ( understandably ) be confused with Baltimore Gas and Electric. I believe the new name will be Constellation Home

I have been trying to schedule service on my contract for 2 weeks. No answer just plays music. Wrote an email and asked for direct number noting my experience. They sent me same general number in response. Use to have great customer service. That no longer exists! Perhaps if I stop paying my bill they will respond! Would not deal with them again for anything and was thinking of using them for new windows. Not a chance! Next stop will be better business bureau!

I've been dealing with BGE Home for 20 years. Always professional, knowledgeable and courteous. Their prices are competitive, and my maintenance contract is a good value.

I feel forced to give a 1 star review. I scheduled a service appointment and after waiting 4 hours (out of a 5 hour window) I finally get a phone call. I missed it. Long story short after calling the technician back within minutes, followed by customer service, they refused to honor our appointment. I was here the entire time. I asked customer service, "Why not just knock on the door?" They said that so many people just aren't home they just call from wherever first. No answer, no visit. Fair enough.but I suppose doing that encourages customers like me to not make so much of an effort being here all the time.

Could someone at BGE cancel the following 4 accounts; #360433, #360121, #360432, and #360434? Despite leaving messages, sending online messages, and talking on the phone with associates, accounts remain open since August.

Cameron Thomas and Tiffany W. did a Phenomenal Job on getting our Outside AC unit up and running! Cameron does awesome work he is very neat with the wires and comments and he cleaned up all the old parts and wire trimmings before leaving! If I need anymore work on my HVAC system I will most definitely request Cameron to be the technician that is scheduled to do our repairs on it.

Plus I observed Cameron teaching and explaining why he does things the way he does to Tiffany. He is a Fantastic Instructor for teaching the right way to do things out in the field.

We have been their customers for 13 years. We were happy with the outcome in general till 2019. In last 2 years the service is extremely deteriorated, endless pattern of delays, doing service and then never ordering the parts, no follow up afterwards what was done, what was ordered, even when I requested during the service visit. Always everything is up in the air.

No professional reliability as to what time of service was given, and when should they arrive, long wait time to even schedule the service. On the day of service, there are delays of many hours with little or no contact with the dispatcher or customer service. I have contacted their supervisors and nothing seems to change ever. Forever dis-satisfied.

In 2015 I had all of my windows replaced by BGE Home. At that time I was assured that I had a life time warranty for all parts and labor even including broken glass. In 2021 I accidentally discovered a hole in the frame of the bedroom window. The hole was very close to the edge so it was not very visible. There were small cracks and rust around the hole.

I contacted BGE Home and sent out a tech who ruled out that this damage most likely occurred during the installation as a result of a metal piece (possibly a screw) being trapped within the frame and forced through the frame. He said that it was impossible to fix this damage and the hole window would need to be replaced. Then weeks passed with no updates. Finally, I was contacted by BGE Home and told that I would be charged $150.00 for the repairs.

I argued that this damaged was caused during the installation, went unnoticed and ultimately I have been under impression that my original life time warranty was covering everything. BGE Home waived the charge. Today a tech came to fix the window. He brought a small plastic cap that he pushed through hole. That was it. The hole is still there and the rust will be going on as it will be raining and snowing, etc.

My impression is that BGE Home does not stand by it's warranty. They say certain things to attract customers but in reality they do not fulfill their obligations and do not grant warranty

Chris B, came out to look at our refrigerator after it had stopped cooling. I had tried to make an appointment with the company who sold us the fridge and could not even get a diagnostic appointment for 2 weeks. He was able to quickly diagnose the problem and direct me how to have the issue taken care of more promptly and the most cost effective way. Very grateful for the extra time and knowledge shared!

I purchased a new Trane HVAC unit in January 2021 and a week ago, it started leaking coolant. Called BGE home for a repair, they come out and say it needs a part. The part arrives, and they say they're coming out on a Sunday between 12-5. No one shows. I called "customer service" and got "oh no, they're not coming we called you no one answered. Besides, the parts department isn't open today so we rescheduled you." I was home all day, no calls from BGE Home whatsoever.

Must be a protocol of theirs to insist a call was made when it was not. Also, I was told I was rescheduled for Weds 8/25; no one verified that this was a good date for me. So basically my new HVAC that BGE HOME INSTALLED isn't working during one of the hottest weeks of the year, I explained to no fewer than 3 people including a manager that I have sick elderly people in my home and their response was "yeah we can get you in on the 27th." Completely & totally unacceptable.

If I had known their service was this abysmal, I would have gone with another vendor. Seriously some of the most unprofessional, non-customer service focused interactions ever. Apologies & realizing there's frustration are meaningless when you keep trying to make your problem the customer's problem. No more services or purchases from BGE Home.

Not worth the frustration, time or poor customer service. Can't strive to meet customer expectations by treating them like they don't matter since you have their money. I rated this 1 star only because I had to post the review. If I could have left none, I would have. **Several hours later** A customer support employee called me to see when they could schedule my repair.

They were still pushing for a day that I wasn't available and found a way to book someone for sometime Tuesday (today) with no commitment on what time they're supposed to arrive, only a 4.5 hr window this morning. Hoping today to resolve this mess. 90 degree weather is no time to be without working AC.

Seems like there are some frustrated reviewers here, so I offer a different experience. I lost power to half my house about 5 days ago. I made multiple reports to BGE with no success, so I called BGE Home to get an electrician. They initially indicated that the first available appointment was early September, but when I explained that the outage affected both my kitchen and A/C they provided an appointment within 48 hours.

That delay was fine as I was already off work so the proposed appointment was perfect. The tech called well in advance, and quickly confirmed what I suspected(one phase was out). He reached a live human at BGE (the utility) and arranged for a service call My tech was David R (leaving last name off for his privacy) and he was GREAT. This man truly seems to love his work and his positive attitude put a smile on my face.

I have a couple non-emergency future electrical projects and not only will I call BGE Home but I will also request (if not insist) on having David do the work. His upbeat manner and enthusiasm made a annoying situation much, much more tolerable. BGE Home (if you're reading this)--David is tremendous ambassador for your brand.

The only reason I keep this service is because of Bruce. I truly believe he runs the whole operation. He is their best technician by far. I called to have my dryer fixed and they told me three weeks, they are overbooked. This is absolutely ridiculous and unacceptable. I would highly recommend them if they had more people like Bruce. I hope this company realizes what an asset he is. Please if you intend to keep the company give people a shorter wait time,

David was amazing! He was so knowledgeable and explained the repair to us as he did it. We commented that he should teach others and were not surprised when he said he was a trainer. His skill there was apparent. He disassembled and fixed the dryer quickly. One of the best service calls we have experienced.

July 22, 2021 When (John) the HVAC technician never called nor returned to our home after his initial service visit during the 1pm hour on Wednesday (July 21, 2021), we called BGE Home afterhours, and reached the BGE Home Emergency Repair Answering Service. This was the only way we found out that John, the HVAC technician who came to our home Wednesday (July 21, 2021), would not be returning to complete the a/c repair work until Friday (July 23, 2021), instead of returning the very next day.

This technician never called back as a courtesy to notify us of his plans to return in 2 days to resolve our "hot air blowing" A/C problem. We are long-time BGE Home customers who pay BGE Home on a monthly basis for service contracts on various home appliances. When we made this appointment because of A/C problems, we were told that our service request was classified as a "Emergency, " because of the heatwave that Maryland has been experiencing this summer.

We still had to wait 5 days for a BGE Home Service Repair appointment, even with our "Emergency" service repair classification. We were also told at the time that we called BGE Home to make this appointment: 1) to expect a call from the HVAC technician just prior to the service visit, which we did receive. 2) the BGE Home Service Repair visit can occur anytime after 7:30am up until 8pm. 3) HVAC technicians are supposed to finish the repair work that they started on their assigned daily HVAC service calls by the end that very same day.

It is vital that BGE Home technicians communicate with their clients regarding when they intend to come back to perform & complete an A/C repair. It is inconsiderate to leave repair work involving a "hot air blowing" A/C unfinished, and not be informed by the BGE Home technician about when the repair will be completed. It is also a costly waste of our personal leave time waiting for a all-day BGE Home A/C service repair visit that still left both us -- and our A/C -- in limbo.

Made a service appointment for my AC unit over the phone on 6/29/21. Was told the earliest they could come was one week later on 7/6/21. Received an email after the phone call confirming my appointment and giving me a window of 12-5pm for the service technician to arrive. One day before, on 7/5/21 received an email reconfirming my appointment for the next day with the same arrival window. Waited for the technician from 12-5pm on 7/6/21. Called customer service as 5:01pm asking what happened. Was told that the "afternoon" service window actually extended to 9pm even though my emails said 5pm., that I was still on the schedule and my technician would text me when he/she was on the way. Never showed up and never received a text or any indication that he/she was not going to make it. Wasted an entire day. Would definitely not recommend.

I've been a customer for a few years, but can't accept the poor scheduling service any longer. When the techs are actually at your home, they are great, but scheduling is a complete mess. Getting an appointment (even pre-COVID) is challenging - usually 3-4 weeks out. On the day of the appointment, the tech will call you in advance, but they don't leave a message - if you don't answer or call back right away, they move on.

A few weeks ago we had an appointment for a freezer repair, and despite scheduling it for the afternoon, they showed up in the AM (when initially I wasn't planning to be home, but by dumb random luck I was). They often show up at the wrong time, or as I discovered today, wrong month. We bought the home plan, which is *supposed* to give us priority scheduling and an annual systems checkup, but getting that checkup apparently will take 2 months to get an appointment.

We were told we had one yesterday (no one showed) and when I called they said it's *JULY* 14th. It's definitely not worth the $50+ per month. I'm giving them two stars because the techs are great; very knowledgeable and reasonable - just too many hoops and delay in getting to one.

Negative 5 rating. It's been 3 months now and still no repair complete on our oven element. Every time I call the repair date keeps getting pushed back 30 days. You got me this time BGE. Never again.

WORST. COMPANY. EVER. DO NOT BUY A MAINTENANCE PLAN FROM THEM! Paid $500 a year for a maintenance plan - and they cancelled the scheduled maintenance for both my AC and my furnace. Furnace stopped working - and now have to wait over 72 hours without heat in freezing weather for someone to come out to fix the furnace! The response is to send a direct message? To whom? I've called everyday for 3 days. still nothing.

We took out a BGE Home policy thinking it was a large and reputable company. Then our sewer line needed to be replaced. It has been a disastrous experience. BGE Home subcontracted Zoom Drain to do the work. What was supposed to be one day took three, leaving us with no water or sewer for most of that time. On the first day we were told they were pulling the line through the old.

They then proceeded to tear up our front yard, destroy our walkway, and 12 days later have not sent a clean up crew to collect the ladders, pipes, piles of plywood and gravel from our front lawn. We keep calling and they keep promising a crew is en route, and no-one arrives. We strongly urge consumers to consider being covered by other companies.

Scheduled bge home for saturday 12 to 5p. received text, same day, that they were coming from 8 to 10a. this was crazy so we called to confirm appointment. first we were told they were coming from 8 to 10p. also crazy. then the rep confirmed it was from 12 to 5:00. bge did not show up until 7:30p, after we called bge ourselves. don't waste your time and money on bge home. you will experience poor customer service, minimum-skilled techs, unlimited excuses, and broken promises, which you dont deserve. keep looking elsewhere.

If I could rate negative five stars, This company deserve no stars due to inefficient customer service. Very bad service. It took 1 hour to answer the phone thru customer service and it will take another 30 mins to 1 hour to transfer or schedule for appointment. Very frustrating.

We've been without water for 5 days. They are supposed to replace mu main water line tomorrow, but we will see. They have changed the appointment once, but after explaining how long we have already waited they relented and "did us a favor" to move it back to the original appointment. This summer it took them 8 weeks to diagnose and replace a hot water heater.

As annoying as it is to call, it is obvious they are just as annoyed by them. They hate conversing on the phone and really do the best they can to get you off the phone as quickly as possible. My landlord lives across the country and relies on BG&E home to take care of his property. I'm afraid, however, he has chosen poorly.

This company used to be great. It has gone so far down hill the last few years. I'm this close to canceling my service contracts with them. Trying to call is a nightmare. The wait time is ridiculous. Then to get some one to come out can take weeks! And then the guy came and didn't know how to fix my refrigerator. And the last guy who came to fix my plumbing wouldnt look at me or talk loud enough for me to hear him.

He also smelled so bad of smoke i could smell it hours after he left. In the beginning the guys were clean and so nice. I would talk to them for a long time. Now i let them in and don't even bother. I don't know what they did. If it's new management or what but they are going to loose another customer soon.

The company installed my sump pump a few years back. Servicemen was quick, helpful, professional, and courteous! No issues with pump! Good job! Acceptable pricing!

I would absolutely NOT recommend this service to anyone. I have been back and forth about bill pay and an unresolved AC issue that I ended up having to go to another company for because the two times they came out for the same issue, they couldn't figure out what was wrong and also after speaking with the other company we realized they made the problem worse. I paid for the year and I am so mad that I did. Utterly disappointed. Don't use them and don't sign up for any of their coverage plans.

Set a service call to repair an air conditioning unit. We've been 3 days without air in 95 degree weather. Waited all morning, and the tech called, I missed the phone call and called back and was told I had to reschedule my appointment because I missed a phone call so the tech cancelled the appointment immediately. Never imagined that a service call would be cancelled like this. Time to look into a different heating and air service once my contract ends in December.

I have a service plan for HVAC. Woke up to no heat! When I called I was told they had no appointments available for today. How is this possible? Why do I pay monthly for a service I can't use when in need? This is the second time I called for repair service and did not receive the service I need. During the summer my AC stopped working and when the technician arrive I was told they couldn't service my unit due to its location under the deck. Granted, I understand the location of the unit was not ideal ( former owner placed here) but why did they allow me to purchase a plan that they would not honor?

To make matters worse, the technician left without discussing/reviewing options. He didn't even try to sell me a new unit or refer me to the sales department. I had to call a competing company to buy/install a new AC unit. I will definitely be looking for an alternative service plan immediately.