chose this company specifically because their Google listing advertises free estimates. I could not afford a service call fee, so this was a deciding factor for me.
The HVAC technician came to my home under the understanding that this was a free estimate. After the visit, the technician called and quoted me $429 to check the leak and cover labor, stating that everything else would be covered under warranty. Based on that explanation, I agreed and paid the $429.
Shortly afterward, I received an emailed estimate for an additional $2,437, on top of what I had already paid. This was never clearly explained beforehand and felt extremely misleading.
When I called the company, I spoke with Drake, who was polite and professional. However, I was disappointed that the manager would not speak with me directly. I could hear the manager instructing Drake on what to say instead of addressing my concerns personally.
I was later told that the charges were for a service call and the equipment used to find the leak. While I now understand that a service call and a free estimate are not the same thing, that distinction was not made clear prior to confirming the appointment. Customers should be explicitly informed of any charges before a technician is dispatched.
This experience was frustrating and disappointing, and I feel misled by the company's advertising. Transparency is critical, especially when dealing with costly home repairs. The manager, Brandon, later called and stated that after reviewing the recorded call, he understood where the confusion occurred. However, the only resolution offered was to credit the $429 back only if I proceed with the repair through their company.
I do not believe this is an appropriate or ethical way to handle the situation. A refund should not be conditional, especially when the confusion stemmed from unclear and misleading communication.
For transparency, I was informed that calls are recorded. What I found concerning is that the call had already been reviewed before I even formally raised my complaint, which suggests this is not an isolated issue.
Based on my experience, I would strongly advise others to proceed with caution when considering this company. The owner promised to send me the recorded call of where I misunderstood but once he saw my review he called me to argue with me about the review and said he will no longer send the recording. I promised him that if he sends me the recording and I am wrong I will remove my review but he declined. Which proves my Point that this was intentionally done. read more
