Service Today review: Disappointing service

I have been with Service Today for several years and have always had a good experience. However, my recent experience was not so great. I want to start by saying both technicians that came to do the repairs were outstanding! I called service today early Monday morning 12/22 asking for service because I had no heat and my 87-year-old mother was living in the house. They came right out on 12/22 and the technician shut the system down and said I needed a new blower and the part would have to be ordered. There were no options for any fixes to be done, I just had to wait for the part. I contacted Service today and they told me the part would be in on Tuesday or Wednesday and they would send someone right out. On Wednesday, I received a recorded message telling me the repair would be completed on Monday 12/29. I contacted service today on Wednesday and told them this was not acceptable as I have a contract with them and did not have any heat. They told me there was nothing they could do for me as they had to wait for the part to come in and they did not know when they would receive it. I spoke with a supervisor who was very nice, but told me she could not do anything about it as the part had not been received. Finally, on Tuesday 12/30 the part arrived and was installed. Again, the technician was great! I was told by the supervisor that the reason for the delay was not Service Today's issue it was Trane as they did not get the part to them. I felt like I was put to the end of the line because the required repairs were under warranty and even though I pay for a contract there were paying customers who were not under warranty that went ahead of me. While that may not be true, that is how I felt. I just did not feel that Service Today cared that I had no heat for 7 days and had an 87-year-old mother living there. I was very disappointed in their responses and will be thinking about continuing my service contract.