Trinity Climate Control

It’s the middle of December (very cold) and my heating unit dies Saturday night. Called (Michael and Son’s) Sunday and they understood the emergency and had someone scheduled to come out that day. Had to cancel b/​c I found out we had a home warranty and had to use Trinity Climate. Called Monday morning after leaving one message with mo return call, and they couldn’t come out to look at it until Thursday??? I understand that there are other people with other problems, but I felt that with my whole unit down my case would be an emergency! I’ve worked in customer service for 10+ years and this I feel is NOT acceptable! ! Not happy with them and I wish I could use who I want to instead of this! My expectations are very high b/​c I treat people how I would want to be treated. They seem to not care that much!

Maybe my expectations were too high for an HVAC company.
Two months earlier: furnace goes out on a Friday. Technician is 4 hours late to appointment. Can’t get a replacement gas intake valve until following Monday. Shows up late Monday, replaces part. Annoyed at their lack of calling, and tardiness, but otherwise everything’s fine.
This past week: furnace goes out again Wednesday evening. I submit an AHS report to get someone out to fix it. They assign Trinity again. I decide to give them a second chance.
–Thursday: I call Trinity to see when they’ll be out. They say between 12 – 1:30pm. At 3pm, someone shows up, spends an hour diagnosing the problem: bad circuit board. They need to get a replacement board.
–Friday: Nobody calls me, I finally get ahold of them and they say they’ll be out at 2pm, and they have the circuit board. At 1:30pm they call and say there is a minor snow storm coming so they won’t be out until Sunday. I request that they come out on Saturday instead, but they argue that the roads will still be bad, even though it’s supposed to get up into the upper 40’s. We tentatively schedule a Saturday appointment, and the guy says he’ll call me Saturday regardless.
–Saturday: Nobody calls me. Nobody is answering the phone. The roads are fine. Finally someone answers and says they have guys out working and he’ll call me back to let me know if someone can come out. Nobody calls me.
–Sunday: Nobody calls me. I leave 3 voice messages by 3pm asking when they’ll be out. Finally get a call, and they show up at my house an hour later. They find out that it’s not a bad circuit board, it’s a bad gas intake valve. YES, THE SAME GAS INTAKE VALVE THEY REPLACED TWO MONTHS EARLIER. Can’t get a replacement part until the next day. They PROMISE that we’re the first stop the following morning and they’ll be at the house by 8:30am, will be fixed by 9:30am, and they’ll call me when it’s fixed.
–Monday: Nobody shows up in the morning, no promised phone call by 9:30am. By 9:45am, I call and they say they need to check where the tech is and they’ll call me back. 10:30am, tech finally shows up.
Side note: the technician was smoking a cigarette around our GAS FURNACE. And he left a cigarette butt in our yard. Not cool.
The only reason I gave 2 stars instead of 1 is because they are nice to me in person and on the phone (when they answer). Again, maybe my expectations were too high for an HVAC company, but Trinity really needs to get their stuff together. I’ll never go through them again.