"In the past, we have never had an issue, but this year has been a terrible experience. We did not receive reminders about our membership plan expiring, which we have received both phone calls and mailing reminders in the past. Our membership lapsed, in which we then received a phone call saying that membership had lapsed and if we would like to renew, which we did, assuming it was our original membership plan. We setup an appointment and paid over the phone, so it seemed like everything was taken care of. The date of the appointment came and no one showed up, so I called and apparently an appointment hadn't been made and my paperwork for payment got lost in the mix of things. A new appointment was made for the next day, so again, everything seemed fine. The appointment time came and went, prompting another phone call from me, in which customer service said the technician was just late and to expect a phone all confirming so. I did receive a phone call saying the technician would be there in the next 30 minutes. In the past, we have always received phone calls prior to missed appointments so we could plan for them. Everything went well with the service technician, and he did a great job. However, when it came time to replace the filter, he said I was only on the basic maintenance membership, and not the one I previously had and assumed I signed up for. That would mean I would have to pay for the filter which had previously been included in the plan. This led to me having to contact the manager to work out trying to get put on my previous membership that had lapsed. Eventually, I was told that this one time, I could be put back on my original plan and had the option of paying $50 a month or $600 all at once (this was an apparent price increase this year, which was never mentioned in mailings or phone calls). I chose the $50 a month option since I didn't trust getting a renewal reminder and that would help me track when the plan would expire. I received a phone call later saying that I actually didn't qualify for the $50 a month and had to do $600 all at once, which I agreed to. Now, since the filter had not been replaced when the technician was in my home, as I was trying to sort out all the membership stuff, I called back to ask to have the filter replaced, now that I was on the plan I originally had in the past. When I called, they informed me that for this one filter, it would be covered in cost since I've had so many issues with the company, but in the future it is changing and will no longer include the filter replacement. Why in the world would I pay $600 a year for a plan that increased in price and no longer includes filter replacement? Unless this customer service agent was mistaken, we are seriously going to consider doing business elsewhere after this current contract ends, because I have literally had enough. There is absolutely no communication from Stevenson anymore. When actual service is being done, everything has been great, but the way the company is run, it is very, very poor."