Ihired Conway through Home Depot to perform an HVAC tune-up because I trusted that I was getting a professional inspection and service & we have a baby on the way and I wanted to make sure everything was ok for this winter and knock out any problems before the baby arrived along with the winter months. Unfortunately, my experience was the complete opposite & cost me out of pocket for something there tech failed to do. During the tune-up, the technician moved wiring while testing the system and did not properly return the wiring harness to its original secured position. The wiring was left against the copper refrigerant line causing it to rub from vibration, melted, and caused an Arch blowing a hole in my copper line, resulting in a refrigerant leak and a major HVAC problem. What is especially frustrating is that I was not informed of any problem during the original tune-up & had no issues before. If the technician had actually identified an existing issue during the service, I should have been told immediately. After the system failed, I was initially told the damage was caused by an electrical surge. contacted my insurance based on that explanation. Another licensed HVAC company physically inspected the system and determined that the damage was not caused by an electrical surge and instead found evidence consistent with the wiring rubbing from vibration and not properly tied back into its original placement. Then, rather than having someone properly come out and investigate the damage, I was presented with options for approximately $9,000 in repairs or an $18,000 replacement system. Now Conway is claiming that they conducted a further investigation and determined the tune-up did not cause the problem. However, I have not been provided factual evidence showing that anyone actually came to my home, inspected the HVAC system after the failure, performed testing, or independently investigated the cause. I paid for a professional tune-up because I trusted Conway to properly inspect and service my HVAC system. I did not expect to end up with a major HVAC problem within 3 days afterwards and then be told that an investigation occurred when no one actually came to inspect the system. My advice to other homeowners: be very careful about who you allow to work on your HVAC system. Ask for detailed documentation, photographs, and written findings before and after any service. The worst part is Conway gave me the $9k repair bill and I had it fixed for $901.00 by another licensed HVAC company and Conway is refusing to accept ownership of a simple mistake and make it right but placed the responsibility on me to figure out and fix! I do NOT RECOMMEND EVER USING THIS COMPANY they may be great in some areas but when it comes to accepting responsibility and making things right they failed miserable the owners of this company should be ashamed that the management allowed this to escalate this far and instead of just fixing the mistake they caused they pushed it off on the homeowner to pay!!! if they did this to me who else have they done this to and gotten away with it??? I am contacting the BBA and state to let them know exactly what I have been through with this company and for what a 900.00 repair bill they caused & refused to make right or fix??? Choose someone else to fix your repair needs before you choose this company read more

This company and everyone involved are crooks...we tried to reach out to management before posting this to no response. We've had a service contract with Conway since moving to our home 1.5 years ago, passed on from the previous home owners. We recently started experiencing problems with our upstairs unit. First team came out to service the problem, and could "not diagnose the problem". After an additional diagnosis charge the following day, a finally honest technician admitted the person responsibly servicing our unit had been recently fired for not doing the job, our filters/unit (which were part of maintenance) had not been cleaned in months, and our current problems were caused due to this non-service. He was able to service us that night for a fee, and gave us "upper management" to address with our issue. It's been 5, going on 6 days. They have not addressed absolutely any of our issues. In fact, we called the manufacturer of our air conditioning unit (whom Conway claimed the warranty was expired) only to find out the warranty is still valid. The original servicer, who apparently sat in my attic and did NOTHING, also shamed me (by bringing my children's upstairs bedroom safety Into factor) into buying "surge protectors" ripped us off!!! Nearly $400 of "surge protectors" later, we found out we could have purchased them at minimal cost. Go absolutely anywhere else!! We are sick!! BBB will be contacted *UPDATE* After posting the above review, management reached out, and a satisfactory resolution was made. We appreciate and want to recognize the final technician, Matt, who went above and beyond with his professionalism, ability to explain what services his was performing in layman's terms, friendliness, and timeliness. I'm sure if we had experienced service like his from the beginning, we would have never been so unsatisfied. We still are concerned it took a scathing review to be contacted, and still are concerned we still had a technician call and say our still-valid warranty was expired, but overall our air problem is now resolved read more

Several years ago, about 8 or 9, in one of the hottest summers that we have had in Memphis when the temp stayed above 100 for several days, our old AC died. We called Conway Services and they send someone to talk with us that afternoon. We did purchase an AC unit from them. At that time because they had such a busy schedule, it was going to be 3-4 days before they could get to us. They offered to bring us a window unit. The day that they did come, there were several men working from early morning until after midnight to get our unit running. Even thou we told them that they could leave and finish the job the next day, they insisted on finishing the job that night. The men were knowledgeable, professional and cleaned up all of their mess inside and outside. We were so glad to have them. We have a contract where Conway Services comes and checks our heat/cool unit a couple of times a year. This year when the Conway Service man came to check our heat unit, he mentioned to me that the water heater showed where it had been leaking and asked if we were aware of this leak. We were not. We had seen the Conway Ad on TV about the tankless water heater and had been interested in knowing more about it. This Conway Service man called someone to come to talk with us about the tankless water heater. Conway person told us about the tankless water heater, did not put any pressure on us and offered to let us think about it and to contact him if we had questions. We had no questions, did not wish to wait and purchased the tankless water heater that night. When the men came to put in the thankless water heater, they were courteous, professional and kept the pace moving to install the heater. At one time there were about 5 men doing different jobs in our home. I wish I could recall each of their names to give them to Mr. Conway to tell him how much we appreciate the professionalism of his company. read more

I live in a very rough part of town, however, I was treated with the utmost respect. I already had a heating unit and wanted to add a central air conditioning unit for the upcoming summer. The installation crew arrived and were by far the most professional I had ever seen. After their initial walk through, they stated they would need to wait on the electrician to see where the best place to put my new unit would be. I'm not going to lie, I was upset because typically that means next day service. To my surprise the electrician, Michael, arrived within 15 minutes. He proceeded to direct them to the best possible location for my new unit and they went straight to work. During the install, Michael needed access to my electrical panel, which was located in my laundry room. He helped me with moving the dryer and washing machine to make a little more room. Unfortunately, throughout that process I lost my wedding ring, because I've lost weight since my marriage. He expressed his discontentment with my situation, but maintained diligently working on getting his job done. When he was finished, he went to his truck, grabbed a broom, and started to sweep up his work area! He even grabbed a shop-vac to get in between my tile. By that time I had determined my ring was lost in the yard, and I was going to have to borrow a metal detector to find it, or just suffer the consequences with my wife. To my delight, I heard Michael yell, "Mr. Johnson, I'm done in here, but I think you'll be happy to know, I found your ring!". Thank you doesn't express what that young man did for me..... Aside from it being very valuable, it is very sentimental. I will never forget the amazing experience I received through Conway Services ! Best employees you could ever have ! read more

AC repair and service is always expensive, there's just no avoiding it. But the company you call can make a world of difference. After firing the company who originally installed the units in my house because their technician tried to reschedule (he didn't want to work late that day, he said), I began looking for another service. I started with the BBB website and found Conway Services was listed with an A+ rating. That's a good start, so I gave them a call. The office called to confirm the appointment and let me know the technician was on his way. Shannon and his trainee Franklin arrived on time, courteous and professional. They even took the time to put on shoe covers before entering my house (even after I told them they didn't have to). I asked them to do a tune up on my AC units and I knew I had one leaking Freon. They found the leak, which ended up being a simple repair of a loose fitting and made the repair without extra charge. They didn't try to tell me I needed a new coil or some other horrendously expensive and unnecessary repair. After cleaning and inspecting my units, they told me the price up front of what the charge would be to recharge my system with Freon. Not cheap, but as I said, it never is. They offered to me their "Comfort Club" membership program and showed me the discounts it would offer me. Yes, I agreed to pay the monthly membership for the Comfort Club to cover regular inspection and servicing of my units. Let's face it, it's hot in the Mid-South and AC units are going to break down. So I see this as a good, reasonably priced preventive maintenance program. Bottom line, I would recommend this company for your HVAC service needs. read more

Don't use these guys! My heating system went out and I called Conway Services to come out and get me going. The tech came out and his only goal was to get me to buy a new unit. The tech went through a rehearsed series of non related tests to strengthen his sales pitch... but never focused on my root caused issue. He did a fake voltage test of the gas valve while unplugged... never reading the results when the burner was active, which is critical to determine functionality. His verdict was a faulty gas valve and it would cost over $800 to do the repair. The actual fact is that after a legitimate voltage test was conducted on the gas valve... it worked perfectly. BTW... a new gas valve cost around $100. The $800 quote from the tech was a scare tactic to get me to buy a new unit. I paid their $99 service fee to get scammed. I pity the folks who don't know how to see their being SCAMMED SHAME ON YOU CONWAY SERVICES! When you see John Conway waving and smiling at you on the back of all his trucks... he is actually laughing at all the people he takes advantage of. SPREAD THE WORD! Al Ray UPDATE... Ask around about Conway Services. Anyone in the HVAC Profession will tell you their primary focus is "Selling New Units". Conway trains their sales associates to go in and find issues with the current system. They pose as technicians... but they are not interested in getting you back in service, as they want you to finance a complete new system. My issue ended up being a loose wire... a very simple fix had the Conway Representative been focused on the fix, not a 8K sales commission. My system is a simple- single phased system. Very simple to diagnose. read more

My husband and I were very impressed by Michael's professionalism, patience, soft spoken manner, and impressive knowledge of our A/C system. Not only did he explain the problem, but also explained in detail how the system works and what needs to be done to solve the problem. Even though it was the hottest holiday weekend ever, Michael calmly reassured us that our other A/C systems would be able to handle the cooling of our house and set those thermostats accordingly. Michael had prior knowledge of our HVAC systems and shared info with us that we never knew about since we bought the house in 11/11 and just moved in 5/1/12. He also gave us info of the importance of adding the radiant barrier and an estimate of the charges. Michael returned as he promised the day after the holiday with the new part and repaired it quickly and efficiently. He patiently explained how our thermostat worked and helped me understand the system, heat pump, emergency heat, etc. Michael is a great representaitive of Conway Services and I'm sure you feel proud and lucky to have him as part of your team. He's very personable in his soft spoken manner, very polite, courteous, respectful and has a sense of humor that we really appreciated in light of having a broken A/C unit over memorial day weekend. We were happy to have him as our technician this time and hope we'll see him again. read more

Mr.Conway, I had the great pleasure of using your services recently for multiple trades, it pleases me to report back to you the many wonderful employees that work for you. From Randall L looking at our issues through a whole home approach the proper solutions for our home were found. The most hardworking install crew that we've ever had at our home, your HVAC installers, led by Terrell V, with Marcus A, and Carlos W by his side, finally stopped for lunch around 4:30pm only to get right back after it until the job was complete later that night. The plumbing installers Clint P and Anthony L were just as professional and very friendly. Just as we came to expect from Conway Services the EAS crew Devin C and Cody W were wonderful as well. Finally Jordan P met us a couple days later for our inspection. I would like to thank you for personally coming out to check our install, its clear your people think customers are just as important as you do, as they worked hard and were professional before you got there and long after you left. Using Conway Services was a great decision, we're in the middle of a remodeling project and you are hands down the best contractor we've used. I highly recommend your services to everyone that needs them. Kathy N read more

Woke up today (on a Sunday) with no air. Now I figured that I would need to make an appointment for perhaps the next day and went online to use their "chat" feature. I talked to Gail who was extremely nice and asked me if I wanted to have a technician sent that day. That was noonish. At 1:30ish, she called me back to inform that a technician was on his way and his name was Dallas. Dallas arrived roughly 15 minutes later. He diagnosed the problem and found it was a faulty capacitor, got me an estimate and fixed the problem quickly, even cleaning the coils in the process. He also was mindful to wear those little "foot baggies" so that he wouldn't track anything on our floor. The whole service call lasted maybe an hour and the most important part....my air is now working! Gail called me back to make sure everything was up to snuff and I was satisfied with their work (I was absolutely thrilled that we had air so quickly...on a weekend nonetheless :) All in all, I would definitely recommend Conway Air to anyone looking for a company that's efficient and obviously values customer service. Good Job, Guys! read more

Thank goodness for Conway! As I'm stepping into the shower, 90 minutes before my Thanksgiving guests were to arrive, blue soapy water started draining into the tub and toilet. A quick Google for "Memphis emergency plumber" led me to Conway's 24-hour service call line. About 45 minutes later, Matthew was at my door. He looked inside the house and out, and then spent time graciously explaining all of the things he was seeing, all while I kept running back and forth to feed very hungry friends. After about 2 hours of looking at the pipes outside, digging a trench to allow me to be able to drain water, and giving me a really comprehensive view of what's going wrong, Matthew left just as quietly as he came in. He taught me more than I ever thought I needed to know about plumbing, gave me a great set of options for how to fix the problem long term, and really took his time giving me the best advice. I didn't feel like I was getting a sales pitch, I felt like my dad or brother was helping fix my problem. And, seriously, anyone who takes time from their family on a holiday gets huge points - THANKS MATTHEW! read more

This was my first encounter with Conway Home Services. Conway was very helpful from the beginning. After contacting seven different firms to find a plumber who could make an emergency call, I found that everyone is seriously backed up due to Covid home project demands. However, Conway was responsive from my first contact in trying to understand the nature of my emergency, frequently calling me back with possible arrival updates, and finally to my surprise and relief, to let me know that someone was on the way to my home within thirty minutes (all within a span of less than three hours)! My service tech was a young man named Michael Ciarloni. He was courteous, skilled and very helpful. The problem that had kept us up all night he solved in less than thirty minutes. He also took time to thoroughly answer my questions about options regarding probable replacement of hot water heaters in the near future. It was a pleasure to have this young man in our home. He is a credit to this company and I will definitely call Conway for future plumbing needs and ask for Mike. read more

I had them install a 4 ton Trane Heating and Air Conditioning system. Jeremy J, Brandon H, and Joe L showed up when Conway said they would and finished when Conway said it would be finished. Very professional in how they acted and what they did. Conway might be slightly more then others but well worth it. They spent 30 minutes laying plastic floor protector on the carpet, wood floor and stairs to protect it as they were here for over 10 hours removing the old unit and installing the new unit. They also improved the vent system to increase the air flow. Everything they did added to a better system. The thermostat was upgraded. The air filter system is hugely better with a top of the line system. They significantly improved the flow of air throughout the house by adding a more efficient unit and increasing the flow of air. Quality job throughout. When they left at the end of the day they had cleaned up so well after themselves I could not tell anyone had been here other then the paperwork left on the counter. Great job. read more

Conway Services installed my new Heating/AC unit and I was totally impressed with the service from start to finish. This company is the best I have ever dealt with in the high quality of customer service and outstanding work ethic. They arrived when they said they would, treated my home with care during every step of service and installation. Roger was the first to visit my home with an assessment, Wiley helped us when we requested a quote and purcase of our equipment. Zach and Jeremy J. were outstanding and curteous during the installation. Probably the nicest people I have ever encountered during a home repair/upgrade. The employees of this company are all truly outstanding and provide A+++ service. I compliment you John Conway on the quality of employees you have in your company. Thank you again Zach and Jeremy, your detailed instructions answered all of our questions. Your manners are very rare from any company in this day. I will highly recommend this company to everyone I know. read more

This was a great experience. I called the number and was greeted by a very nice person who told me that she could get my appointment the same day. She explained how everything worked and that I would receive a confirmation call soon. Within the hour I received a call from another lady who confirmed my appointment and then told me my technician Mario Oliver was on the way. Mario was on time and introduced himself as he came inside. I didnt feel pressured by him and he was very professional. He was also very personable and I felt comfortable with him working on my home. He worked quickly and explained each and every step without me having to ask about updates. He then made sure I understood the service, the paperwork (bill) and even offered an option for me to save money over time. I didnt feel pressured by this and he explained each option clearly. If I have another home issue I will definitely consider calling Conway as I was very pleased with the service I received. read more

I had an issue with my furnace that needed fixing. I started with a different service provider which shall remain nameless. After being quoted one amount, then being handed off to another service technician who, a couple of weeks later, doubled the estimate and still hadn t committed to a time to fix it, I called Conway. Josh, from Conway came out quickly and promptly. He was incredibly thorough in his evaluation and estimate (and assessment on other possible improvements). He was also very polite and professional. I scheduled the fix for a few days - I was able to pick the time (as opposed to 1-5 pm). Again, Josh showed up right on time and did a great job fixing it. And Conway followed up both visits with a customer satisfaction call. All in all, a VERY positive experience with Conway and with Josh. Particularly when contrasted with the experience I had with the first company. read more

This was our second interaction with Conway Services and are very pleased! They were timely and efficient. The technician was Tarqus and we could not be more pleased. He was kind and helpful and very knowledgeable. It was the third technician to evaluate our HVAC system (the prior two technicians were from other companies) and he was the only one who took the time to show me what the problem was and explain the options. We ended up needing a new system so he called in another colleague to discuss the options and prices. The second person came in on his day off (it was Saturday) and Tarqus stayed at our home until the whole process was completed, which took an hour and one-half. He took pride in his excellent work and completely wrote out his assessment on the form. We were very impressed with Conway Services and will request Tarqus every time! read more

I contacted Conway Services (first time) to take advantage of the "Early Bird Special" that was advertised on TV. The 16-point tune up was really appreciated. The service technician, Brenton V., was courteous and very professional. He explained everything to me throughout the service visit in a way anyone could easily understand. My a/c system is cooling fine and there were no repair issues. He also pointed out some general maintenance matters, which I greatly appreciated. I also decided to join the Comfort Club for heating, a/c and plumbing services. The experience was both pleasant and informative! Hats off to Brenton V. and Conway Services (and also to Akisha and Heather...excellent customer service ladies). read more

Trey Acosta is the best technician anywhere! He is knowledgeable, courteous, professional, customer focused and has a great attitude. He met me at the door with a big hello and smile on his face. You can tell he loves what he is doing. He takes the time with the customer to explain all the details of his inspection/work and provides options for you to make an informed decision. There are no high-pressure sales techniques to get you to buy anything. He is the most thorough technician I've ever had to work on my HVAC. I highly recommend Trey Acosta and have requested him to do all future PMs on my HVAC. A true professional you can trust and who delivers the best customer experience possible. read more

We had a plumbing emergency yesterday and are a member of the Conway Comfort Club. I called for help. In less than 2 hours Marvin showed up at our door to check things out. After he assessed the situation he explained what he was going to do and what the possible outcomes could be from best to worst. Fortunately, what was required to remedy our problem turned out to be relatively simple and Marvin was able to get it resolved quickly and efficiently. Once again the Conway team has exceeded our expectations! From the initial call, to the completion of the job everything went smoothly. Thanks for being there to help us and thank you Marvin for professionalism and expertise! read more