Luis & Sons Mechanical Services - Virginia Beach

I have been waiting on these folks since JUNE!  They have no call/no show'd too many time to remember. The owner has HORRIBLE customer service skills, and they lie repeatedly about why they missed appointments. The one time they did come out, the tech said the tools weren't in the truck to make the repair and he would be back the following morning. That was 3 weeks ago and now I can't get them to answer the phone at all, or return my calls (when their VM isn't full).  I'm filing a complaint with DPOR and their insurance company for damage due to their negligence.  I advise everyone to look elsewhere for service.

We have had 4 appointments with no shows or a phone call to cancel.  Now they will not answer my phone calls or return messages. Part has been at my house since 7/25/23! My service with Luis and Sons was set up with American Home Shield.  Luis diagnosed my refrigerator while talking to my husband over the phone (he never came to my house).  The compressor arrived 7/25/23.  I called Luis and Sons and American Home Shield to notify the parts were at my house and an appointment was scheduled for 7/28. Luis and Sons was a no show with no phone call. We called Luis and Sons and they rescheduled for 8/7.  Again, they were a no show with no phone call. We called American Home Shield who did  3-way call and a third appointment was scheduled with the office manager, Susan for 8/14.  They were a no show with no phone call for the 3rd no show appointment.  I called Luis and Sons to follow up, and Susan said my ticket was closed, thought I had a dryer vent issue (my service call was for a refrigerator), and said couldn't talk and would call me back. She thought she hung up the phone, but didn't. I proceeded to hear her talk to a service tech, Mark, about how she didn't want to call me back because I was going to talk her ear off and she doesn't know what I'm talking about and I'm not in their system.  I called American Home Shield and they spoke to Susan who told them they'd be at my house on 8/15.  They did not show on the FOURTH Appointment with no phone call. Now when we call Luis and Sons, they do not answer the phones and do not return our voice messages. We followed up again with American Home Shield and Susan hung up on American Home Shield twice.  It was escalated to contractor relations. Then American Home Shield spoke to Luis directly and he said he'd call us directly the next day, and he still hasn't called and it been over a week. Meantime, we have not had a working refrigerator for 2 months waiting on this company with the part here since 7/25/23!