Ultimate Comfort A/C & Heating

I had Ultimate Comfort come out to fix my AC through my home warranty (read: I pay a flat rate).
I will say that I had to call them (even though my home warranty told me they would call me to schedule the repair) AND I had to wait until Saturday for service when my AC went out on Thursday night…
Why the high review then?
My service technician (Julian) was prompt, replaced the broken part, did not haggle me, and, here’s where it gets really good, even returned later that day to check that everything was in fact working!
Background: My house was taking its sweet time cooling down after the service appt. so I became worried that there might be another issue in addition to the capacitor which he had replaced. I text him and he had me check a couple things on my own and, when it still hadn’t cooled more than a couple degrees by the end of the day, he came back and ran some additional tests to ensure that I was good to go. Further tests revealed that the air coming out of the vents is a full 20 degrees cooler than the air temp so I just need to be patient with the cooling process… but he explained everything in terms I could understand and was professional/​courteous throughout both visits to my home.
He deserves a bonus for putting customers first!

So far in the midst of one of the worst contractor experience ever. Twice I was given a time between 1 – 5 and they missed the time frame by 2 hours showing up at 7 pm once with the wrong part, and now today decide not to show up at all.
Worst part is they never communicated the fact that they won’t be showing up nor did they bother trying to make life even a bit easier with a status update on the contractor. Multiple messages to manager were ignored.
Imagine waiting in a 85 degree house with no AC for over 2 weeks.
Let’s see what happens tomorrow morning when «I» have to call and try and beg them to come and finish the job during a time suitable to them.
I have now taken of two whole days from work sitting at home waiting for Ultimate Comfort to show up.
Absolutely disappointed.

I had a technician come out for an evaluation of my AC system prior to the company my warranty company was sending in order to make sure I knew what was really wrong. I have read about and personally had issues with the companies my warranty provided. Ultimate Comfort gave me a great explanation of the problem, the estimated cost of repairs and what the warranty should cover. I’m glad I called them as they was very informative.

Landmark was notified that my AC had gone out (for the third time) the previous evening. An AC contractor was dispatched and at 1030 on Wednesday June 17^th he determined the contact board in the furnace was buggered. This also operates the AC apparently. I was told if I paid the $ 60 service fee then the process would be much faster. I paid it. I heard nothing on Wednesday or Thursday. The house was at 80 degrees and slightly above. The weekend weather report was predicting 93 degrees Saturday and Sunday. Friday morning I had a phone call with Ultimate AC and I was told they were searching parts warehouses for the part and best price. They’d started this hunt Thursday afternoon according to Loretta who also said Landmark couldn’t find the part either. I called Landmark. Spoke with a representative who said the AC contractor had just informed them that morning of the part problem. I asked how long I supposed to live in the heat before they went to a Plan B (replace the furnace). The rep didn’t know. Over the course of the day I made multiple phone calls to Ultimate AC and to Landmark. At Ultimate AC Nancy refused to put me in contact with the owner (Mr Santini) or the manager (Loretta). I was met with complete apathy and unconcern. At 3pm on Friday I insisted on a conference call between Loretta. Angelica (landmark) and myself. It appears Loretta was lying when she told me Landmark knew of the issue before Friday but I don’t really know which party was lying to me. After the two hour phone call, where it was obvious to me that neither party was concerned about me living in a hot house, I finally asked Angelica to find me another contractor. At this point I’d not had a good night sleep in three nights and it was the end of the third business day of a hot house. Ultimate told me I shouldn’t be complaining because I have two units. I explained, not nicely at this point, that a three story townhouse with two hot floors heats the third one up– it can’t cool the house and wasn’t designed to (hence the two units). This was going to get worse on Saturday when the temperature rose another 8 degrees. Loretta stated that since it was so late on Friday they couldn’t get the furnace and would schedule me on next Monday or Tuesday. I got another AC contractor. Mr. Santini became available to talk with me about an hour later but it was too late. Even besides the discomfort of a hot house on people and pets the humidity starts to do damage, too, to floors and mold/​mildew issues. If I’d been told Wednesday that they wouldn’t be able to do anything until next Tuesday that would have been fine b/​c I could have gotten another contractor on Wednesday. Instead I was allowed to sweat it out and Friday to spend close to three hours on the phone trying to resolve this issue.

Interesting that Ultimate replied here on Unilocal but never bothered to call back to repair the situation.

If I could give zero or negative stars, I would.
Ultimate Comfort was sent to my home by my home warranty company. From the first phone call, they showed they absolutely DID NOT CARE about me or my business. Technicians couldn’t come out for days. After multiple visits, the issue still wasn’t resolved, always claiming there was a new/​different problem that required a new part (that of course had to be ordered and wouldn’t be in for days).
I finally got fed up and called another company to come out — they were at my house in an hour and after 90 minutes everything was up and running perfectly. According to their technician, it was a very basic issue — the runaround was completely unnecessary.
On top of the inability to fix my AC issue, the staff was incredibly rude. Any time I would call to set up an appointment, I would be put on hold for a minimum of 15 minutes (you can check my call history). Then, I missed the call to confirm my service appointment and was left a voicemail. She obviously didn’t realize my voicemail was already recording because what recorded was her conversation with another employee saying «I put off these calls and then I finally make them, no one answers. F*ck, man!» (Yes, I have the recording to prove it.) She immediately called back to leave a «professional» message, but all credibility was shot. I didn’t need the recording to know I was working with someone unprofessional and uncaring — I could tell from previous interactions — but this was just concrete proof.
I would NEVER recommend this company to ANYONE. EVER.