Make it easy for me to pay you

OK - this time my issue is a service company making it hard for me to pay for their service - in advance!

I have a favorite heat/air service company that I have been with for several years. And my units are starting to age; so I'm keeping my service contracts up to date.

Used to, they would send me an invoice a month early with my annual payment amount and several options I could chose from on other perks. I loved this system - I didn't have to think about it or worry about if I was under a maintenance agreement when I called for a cleaning or service.

Last year, they changed their system and didn't send out invoices. They sent out flyers introducing new maintenance plans and easier payment options. Either the flyer wasn't clear or I didn't read it thoroughly, but I didn't 'understand' that my current agreement would run out and I was responsible for contacting them to renew with this new plan. So, I forgot about it and let the maintenance run out.

Issue #1: They are no longer going to take care of ME - the CUSTOMER - but are going to make me contact them. You would think, they would worry more about me contacting ANOTHER service company...hhhmmm

Naturally, I had an AC problem early in the summer. When I called for my maintenance agreement service I was told my agreement had run out.

To their credit, they told me since they had made the changes, and I had "probably" fallen through the cracks on follow up for the renewal they would allow me to continue the agreement if I could pay for it when the tech came out. OK with me.

I did the annual agreement and gave the tech a check for the year. Not a problem, just aggravating.

This year, I made a note on my calendar to call them the month before and make sure I would get the renewal notice. Remember, my units have some age on them.

Issue #2: Now I am having to keep up with something THEY used to DO FOR me. Again - you would think they would worry about me calling ANOTHER service company if I have to make that first call anyway.

I was told, they still weren't doing the renewal notices. They sent me another flyer with yet another new maintenance agreement program and another set of payment options. OK, this is getting confusing. The very nice lady I spoke to sent me the agreement to fill out and send back to continue my maintenance under the new plan. I was polite and 'cheerful' - but did express my aggravation.

When I got the paperwork, I was even more confused. The options were/are: monthly drafts from a checking account or credit card, or two semi-annual drafts. There was NO option to write a check for the whole amount. I called back. I don't want them drafting anything. I want to write ONE check for the WHOLE year.

Again I called and spoke with another very nice lady. And again, I was polite and 'cheerful' - but expressed my GROWING aggravation.

I was told they would not accept a check for the whole year. WHAT??? I was told the "man in charge" decided and "we can't change it"... WHAT???

Then I was told they would accept a check for 6 months and I would have to write another one for the next 6 months.

Issue #3: Now they are making it HARD for ME to GIVE them MONEY!! Can you imagine a service company making it HARD for a customer - and a long-time, good customer - to give them money!! Amazing.

So - I told this very nice lady I would write the one 6 month check - mainly because I wanted to schedule the cleaning service on my AC. But, that if they continue to make it difficult on me - the CUSTOMER - I will be switching service companies. The very nice lady sounding empathetic and told me she - at least - appreciated my loyalty and business.

Nice touch - but it doesn't mean much if she isn't the one making all these payment decisions.

I don't make changes like this easily or lightly - I am usually a very accommodating customer - but this it getting ridiculous! And for the record I already have that OTHER service company on my radar!

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