Helton's Service Company

We purchased an air conditioning unit from Helton's a little less than 2 years ago. On 07-19-12, when we got home, the air conditioner was not working. We called and they sent a technician out the next morning at 7 am to work on the unit. He came and left for parts 3 times before finally taking the entire fan off of the inside unit and told us that they would have to order the part and it would be here hopefully by 07-23-12, but for sure by 07-24-12. My husband, 2 yr old son, and I have been staying in hotels since 07-19-12 due to the 95-100 degree weather making the house unlivable.

When I called on 07-23-12 to check on the part, the ladies in the office told me that they asked the distributor who was receiving the part and they said it would be in on 7-24-12, but they weren't sure what time exactly. She added that they typically get their packages around noon.

When my husband called on 07-24-12, they told him that they expected it in the evening on 07-24-12 or the morning of 07-25-12, but they weren't sure. He asked if he could speak with the owner and they told him that the owner was out on a call.

When I called, I got the same answer about the delivery time, so I asked them to track the package and let me know. I explained to her that I have been having to book hotels by the day based on the information she was giving me and that this was getting to be completely ridiculous and that I just wanted to know when to expect the unit to be fixed, but she wouldn't give me a straight answer. I asked if there was any way we could get a portable unit in the house in the meantime, but she said it would be a large out of pocket cost for me, which I don't understand because the unit is under warranty. I then asked her if I could speak to a manager and I was told that the owner was out of town (different from what she told my husband) and she did not have a way to contact him and wouldn't give me his contact information. When I pressed her for the tracking information on the part, she then said she wasn't sure who the distributor was and that I would need to talk to the lady who was handling my account, that it wasn't her and she didn't know. I heard the other lady screaming in the background, and was told I would be transferred to her, but instead, she hung up the phone on me. At which point, I promptly filed a complaint.

My husband called back the next morning since we still hadn't heard anything and was told that she would call back after she talked to the distributor, which should only take a few minutes. He had to call her back almost 30 minutes later and was put on hold.

She then came on the line and said she would give him the distributor's number for him to ask directly (suddenly now they know who the distributor is) because she didn't want to tell him anything because she was offended that we had filed a complaint.

She then began to argue the points of the complaint with him and even had the nerve to tell him that apparently we don't understand how business operates! Unbelievable! He finally got the distributor's # and when he called, we found out that Helton's had never called to request the tracking information, but that the part will be in on 07-26-12.

I have no idea when to expect the technician to come out, Helton's still won't give us an update. It's been 6 days now. I guess they've decided that the proper way to handle a complaint for customer service issues is to yell at the customer and refuse to help them any further. This is highly unacceptable and if I had the means, I would just have another A/C unit installed by someone reputable who cares about their customers and the service they provide. However, we are at their mercy since everything is under warranty. I suspect that they are not in a hurry to help us out because they know they will not be making any money off of us at this point. Despicable! Buyer beware, this company is horrible!

I have a home warranty and had an emergency heating problemwith elctric smoke smell and absence of heat, on the weekend. My home warranty, HSA called this place, because they have a contract with them. They never returned the call. I called them myself the next morning and they never returned the call. They claim to be 24hrs a day, but they don't check their system. I have advised my home warranty company to drop them and get another contract. Please don't waist your time with this place. You will freeze to death waiting on them. It got to 18 degrees and I had no other source of heating! 1/24/09

Helton's Service was very prompt and professional. They worked with me to get my a/c up and going. They even had financing. I recommend Helton's to everyone I know. GREAT COMPANY LOVE THEM! YOU WILL TOO