K Austin & Associates

The scheduler, Lauren, is absolutely awful. She should take some classes on customer service. The technician may be good but unless you can get past the poor service from the scheduler you will never know. I booked an appt with AHS over a week in advance. I specifically told Lauren that we could only do a Friday due to my husband's work schedule, she booked it. The Sunday before the appt she told me they no longer had Friday available - via text by the way. Then she left me a voicemail and said something came up and they can no longer take AHS appts on this particular Friday. So did something come up or you just don't want to drive into the metroplex. After trying to reschedule with AHS I was told unless Hopwood cancelled my appt that I was stuck. I reached back to Lauren who told me "scheduling is very difficult in the real world with companies traveling the entire map"... yeah I know it is difficult which is why you trying to switch what day I'm scheduled on is an issue (freaking idiot)! Then she proceeded to tell me how she personally was sitting at home today waiting in a 7 hour window for an appliance delivery. 1 - I don't care, not my issue. 2 - I hope the appliance company doesn't cancel on you and force you to pick another day with a 7 hour window, you know... because in the real world scheduling is difficult. I swear this has to be someone's stay at home wife that is 20 years old and is clueless on how to run a business utilizing customer service skills. The poor man that is utilizing this woman to schedule his calls should run as quick as he can to a temp service and hire someone with a brain. She is going to run his business into the ground, literally. Oh and they don't even have a website which makes me wonder, do they even have insurance or are they bonded. I mean we are dealing with electricity here! Hopefully this electrician / group of electricians sees this review and makes some adjustments as to who their choice of customer facing and company representation is because if not, they won't be in business for much longer.

Stay away from Hopwood Electric and if you get assigned this company through American Homeshield call AHS immediately and request another company. The lady on the phone, Lauren, is very rude not accomodating. She said we need to treat our appointment like a doctors office. Last time I checked doctors don't give out 3 hour appointment windows. Lauren is not the sharpest tool in the shed to say the least. We were scheduled a repair call through AHS on Friday September 2, 2022. The service tech, Joseph, showed up at our house at 10:53.30 AM (validated through RING Camera) and proceeded to ring the doorbell. At 10:54.40 AM he hung a flyer on the door and walked away (validated through RING Camera) from the door and drove off. Now requesting a $40 missed service fee and having to reschedule the work order all together. Lauren, the rude lady that answers the phone, proceeded to tell me the technicians gives the customer a 10 minute window to show up at the house. We showed up at 10:58AM (validated through a RING Camera) as we were on the way from work at the moment, our AC is out we are not going to sit in a 90 degree house waiting on the technician. When we arrived the technician was not there and now Hopwood is making this our issue. Lauren complained they are a Waxahachie business and "have to drive over an hour to get to Plano" then guess what.....remove yourself from AHS service calls. Nobody told you to sign up for these calls. She proceeded to tell me the GPS on the trucks will validate that the technician was there for 10 minutes. Clearly false as my RING camera shows otherwise. Deceptive company and a rude lady on the phone. Stay far away from this company for any repairs you might need.