Hayden Air

For some reason, my property manager called these clowns over Tracy Steele, the company that installed the A/​C unit at the house originally. Had we gone with Tracy Steele, it’s highly likely I would have had my A/​C repaired 5 – 6 days ago.
The Goodman A/​C condenser at our home failed on Thursday 8/​22, very early in the morning. Hayden air was contacted around 9 or 10AM that morning when I found out the air wasn’t working and they were good about dispatching a tech relatively quickly. He came out and discovered the condenser had failed and needed to be replaced. The service charge for him to come out for 30 minutes to discover this was $ 95. The failed condenser was less than 3 years old and was under warranty so the condenser needed to come from Goodman themselves.
Hayden air waited all day to give me any kind of update on Thursday, calling me very late in the day to tell me that it «probably can’t be fixed until Friday afternoon or Monday morning.» Meanwhile, during a hot week in August, we’d just have to deal with no A/​C. The service rep at Hayden told us that the only condenser in the state was in Clearwater/​Tampa at Goodman’s distribution center. Rather than overnighting it on Thursday afternoon, or having a courier go there to pick it up, they felt it would be best to make us wait until Monday.
So on Friday, ⁸⁄₂₃ when I checked in, I was told that it couldn’t possibly arrive until Monday, ⁸⁄₂₆. We dealt with no A/​C all weekend with a bunch of fans.
On Monday, ⁸⁄₂₆ when I didn’t receive a call by noon, I called in for an update. I was told that the condenser was on its way but hadn’t shown up. By 3PM I was told that the truck had arrived with the condenser but it couldn’t be replaced at this point and we would have to wait until the next day now.
On Tuesday 8/​27, I got a call around 10−11AM from Hayden this time telling me that after they opened up the box with the condenser, they realized it was the wrong part, which wasn’t their fault, because Goodman shipped it out. But they couldn’t have possibly checked this on Monday afternoon at 3PM when it showed up, right? I was told by Hayden now that they were getting the correct condenser overnighted again from Goodman in Clearwater and the tech would be out as soon as the condenser showed up.
On Wednesday 8/​28, I did not receive a call by 11:30AM so I called in. When I spoke to the service rep, I was told that she was just about to dial my number. She told me the tech was picking up the condenser from the distribution center in Fort Pierce and would be on the way as soon as he got it. He arrived 45 minutes later, which was good timing and went to work right away after briefly reiterating to me why there was a delay. After 2 hours, he was gone and the AC was working again.
If I had known in the beginning that letting Hayden Air handle the «overnight» delivery of this condenser was going to destroy my week, I would have driven to Clearwater myself and picked it up. Spending 6 hours driving there and back would have saved me 5 – 6 days of aggravation and missing work in the morning while I waited around for a phone call every day. Here are my questions to Hayden; Why couldn’t this have been done on the weekend? What kind of overnight service are you using that takes 4 – 5 days for something to show up? What constitutes an emergency situation more than a completely non-​functional A/​C system at the hottest time of the year? Why couldn’t someone with some common sense and initiative handle this particular situation efficiently at the beginning rather than letting it spiral out of control with multiple service delays and excuses?