Phoenix Plumbing Heating and Air

We called (Monday, May 16th) about our air conditioner not working and they came out to diagnose it.
The technician that showed up was in a bad mood from the beginning and didn't seem willing to work. He told us that there was something wrong with our breaker and we had to have a electrician out to fix it before he could complete the job.
We had an electrician come who said there's nothing wrong with the breaker and that our air conditioning unit was the issue.
Phoenix came back and said we needed a full replacement air conditioning unit and they would have to order the part and get authorization from the home warranty company. We weren't surprised or upset by this, we understand that is how these things are work.
We waited about a week and half (Friday, May 27th) the home warranty company contacted us. They told us the next step was they would order the new air conditioning unit and push the authorization through.
We received a message from our home warranty on Monday, June 6th confirming the authorization was complete. It said to wait 5 days and then contact the service provider for a follow up about the new unit being delivered.
So we waited the 5 days and called on Monday, June 13th to ask if there was an update on the unit being delivered. The representative, Jeanne, is unpleasant and full of excuses. When she does rarely answer, she says she is not in the office and doesn't have the customer paperwork with her. She says she will call you back, which she does not. She said our authorization didn't come through yet and she would call the warranty company and get back to us (the warranty company sent an email saying authorization went through on June 6th). We told her that we had been waiting almost a month with no air conditioning and would just like some communication. Her response was "Everyone is waiting".
Thursday, June 16th comes and we haven't heard from her yet. We called and a man answered who said "I'm not in the office and don't have your paperwork. I can have Jeanne call you back." We told him that we had been waiting for her to call back and she hadn't. He said "If she doesn't call you back, I will".
We called back Friday, June 17th, the first call went unanswered. Jeanne answered our second attempt. I had her on speaker because my husband and I both wanted to hear what update she may have. She says that the new unit had been delivered but she still has not gotten authorization from the warranty company (Once again, it was sent on June 6th!) I told her this and she said she hadn't received it. So I asked her when she thought she would make time to call them, since she had told us the exact same thing on Monday and still hadn't gotten around to it. She said she's been extremely busy and hasn't been in her office. I said I understood, but she still didn't answer my question.
She got extremely defensive and argumentative. She talked over me and never actually answered my question of when she was going to make time to call them. She then threatened me, word for word saying "back up or we're gonna have a problem" all the while talking over me and I couldn't get a word in. I just stopped talking because it was clear she wasn't listening to me. She said she would put us on the schedule for June 28th and she would call the warranty company "when she had time".
The conversation ended and my husband I decided that her and her employees were not going to coming into our home after she threatened me. I called our home warranty company and informed them of our exchange. They informed me they had to cancel the work order and this company would no longer be aloud to service the work order because of the threat.
After 7pm that same day, Jeanne called back. I answered the phone and before I could tell her the work order was cancelled and to not call back. She started saying we got off on the wrong foot and to bear with her. She tried giving me excuses that the home warranty company wasn't answering the phone and the authorization amount wasn't correct and how she's really busy. I told her I would no longer speak to her and she would be dealing with my husband. I handed him the phone and she tried telling him the same things before he could speak. He cut her off and told her there was NO WAY she was coming anywhere near our home after she threatened his wife. She tried to say we took it out of context, and that wasn't what she meant. She continued on saying "But I have your product, sir." We didn't pay for the unit, the warranty company did. That unit belongs to the warranty company, so take it up with them. The conversation ended there and hopefully we never hear from this loose canon again. I will not allow unhinged people around my family. She is by far, the most unprofessional person I have ever encountered. She does not know how to handle customers requests or questions. She clearly gets away with talking down to people way to

On the Scammy company that will lie to you. They won't make their appointments and will blither on the phone for a long time.

They are part of the American Home Warranty claim group of plumbers and I think they scam American Home Warranty as much if not more so than their customer.

On the first appointment, the serviceman was was uncommunicative and kinda crabby, not too bad. He asked us to move some stuff out of our bedroom closet and then cut a hole in the wall without asking. Yes, I would have said yes, but it's just an issue of there's no communication of what's going on.
It was the end of the day and he may have been tired and a naturally quiet guy. That said, he left without me really knowing what the issue was. Just that I'd be contacted when American Home Warranty approves or disapproves the claim. Okay. Fine.

After the claim approval came through, Phoenix made an appointment. Then, they called up the night before the service at approx. 9pm and said they weren't going to make it to tomorrow's service appointment because they were short staffed. Irritating, but okay, esp. in a time of COVID, this could even be respectable. It was also, surprising since we were getting that phone call on a non-working day.

But then they said oh you owe us $250 when they show up on new TBD date. They couldn't tell me the new date or say why I owed them the $250, except that American Home Warranty only approved part of the claim. It was a simple issue, so I don't know how many parts to the claim there would be. Also, how was this going to work out if they showed up on the correct date? Then they claimed that my husband approved this. He didn't and they don't have his phone number.

I called American Home Warranty and they said that they approved the removal and replacement of the shower, but not the re-pie that needed to occur. This was a simple drain issue. There was no need to remove the shower. Also they only had a 3 hour appointment, what are they replacing it with? I have nice tile in my shower. I'm sure in a 3 hour appointment they couldn't re-tile. So were they going to remove the tile in the shower and replace it with one of those plastic tubs, or was just padding to the American Home Warranty bill. Don't know, never got an answer, but now I'm worried what the heck they are going to do to my house. I had American Home Warranty cancel the claim and I hired another plumber. It was more expensive, but I trusted what he was doing. Also, he didn't touch the tile.

Then, on the day I guess they decided I was rescheduled for, I got a call saying that they were getting ready to be on their way. I said it was canceled and she said no I was rescheduled. Like, the previous phone conversation, she talked for a long time, but said nothing. She got very upset that I was upset.

We called our home warranty for a cracked toilet tank and a leaking pressure release valve on our water heater, they sent out Phoenix plumbing. The guy looks at our water heater says he can see that it had been leaking but it "fixed" itself, tells us if it continues to leak to just put a pan under it. Our water heater is upstairs in our house mind you, and still continues to leak as I write this. What plumber doesn't want to fix a leak and tells you just to put a pan under it! Not a very good one. So my husband asks him how long he's been a plumber, he tells him nine months! So then we begin to worry a little bit. He looks at the toilet tank and tells us he has to call our warranty company to see if they will replace the tank and that it most likely will have to be order and off he goes. I'm waiting assuming we're waiting for a new tank to be ordered, four weeks go by with no word. I call my warranty to see what's going on. They never got a report from him, so they call him and he tells them there was no leak in the water heater and that the crack in the tank was not from wear and tear. The crack runs right through where the handle is, how is that not wear and tear?! So now the warranty will not cover anything and I have to pay more money to have a new plumber come out to dispute it. I think this plumber just didn't want to deal with it,not to mention he never followed up with my warranty company or us. Very poor business, Do Not Use them and if your warranty company tries to use them request a different company.