I will find a new HVAC company for my needs. Here is why (if you want the quick and dirty version, skip to year 5):
Background: I've been using Donny (Environment Control Heating and Air) for almost four years for my HVAC service needs. From regular check up to small repairs. So I can't comment on major (over $500) or replacement type repairs. But I will be finding a new HVAC/company specialist. This being said, Donny is still excellent in the services he provided, and maybe I am difficult to work with? I don't know, but I would give him benefit of the doubt if you are new.
Year 1: my HVAC that was never serviced so one day it got backed up (condensation pan back up caused flooding). So if you are reading this... get your HVAC serviced at least once a year!! Otherwise you are looking at over $6K in damages!! Donny came to the rescue, serviced my HVAC and even helped me provide invoices timely to insurance company. So we worked together and I was even able to help him out. Start of a great working partnership.
Year 2: Regular Services, all good.
Year 3: Regular service, except one of the appointments he failed to come to my place. Communications was poor, and I had to reach out to figure out what happened. Well life happened, so no big deal. He came out a week or two later. It wasn't an emergency, just a regular service. He apologized and said he'll make sure he communicates better.
Year 4: Regular Service performed timely and with great communication. Couple months later I noticed my utility closet was extra moist. Called Donny and he came the same day. Turned out my refrigerant was low and he filled it up and gave me a very good deal. Awesome, couldn't be happier. I never pushed to lower the price, and simply asked if he can cut me a deal. I didn't push him and told him I will pay him asking if he really wants. He met me in the middle and made me even more happy.
Year 4 (second half of the year): My tenants AC stop working. So Donny to the rescue! I called him Friday or Saturday (don't remember the exact day), he came out the next day (over the weekend) and he fixed it. Again, same as before I asked if he could lower the cost slightly, but if not I would cover his full asking. Asked politely and was not pushy one bit. He was happy to meet in the middle and we both went happy.
Year 5: I noticed my HVAC making a elevated noise recently. Wasn't sure what it was (maybe the internal fan or motor?)? So I called Donny Friday. And of course Donny to the rescue! Except not. He first asked me to send a video or noise sound. So I recorded it and sent it to him yesterday evening. He said he'll need to come and look at it, and he can be here Saturday between 12 and 2. Sweet! I said yes please! I would hate to make it worse, so I kept heat low so it wouldn't run as much to avoid making things possibly worse. I offered for him to do his regular service (so he wouldn't make a special trip) if it made sense this early.
Now it is Saturday (yesterday). I made sure I would be home and not go too far, and so I spent most of the day waiting. I did rush couple errands in the morning, in anticipation he can be there as early as noon. I texted him and asked if he could give me a 15-30min heads up when he is heading my way. He said he will. Well I made sure I was home by 11.30am, which I started the wait. Then it became 1.30PM, and so I asked the status. He said he is still working the same job, but didn't provide estimate of when he'll be done. I figured he might be done soon since it's almost 2, so I'll just keep waiting. I didn't eat lunch (didn't want to be rude in case he comes right as I'm eating knowing my luck!). And now it's 3PM. So I reach back and asked if he was still planning on showing up today. He said yes, but it'll still be another 2-3 hours before he can head my way. I started getting a little frustrated, why didn't he reach out to me in the first place and give me a heads up he is running behind? Jobs go longer, things happen, and that's perfectly acceptable. But lack of communication is not. So I ate lunch (and yes it was delicious if you were wondering), and waited some more. Didn't hear back, so I reached back again (it was now 5.30PM). He said he is still working the same job. So I asked if he is planning on showing up today. Got no response. And now it's 8.30PM and I'm looking for a new HVAC company (hey you, if you are a HVAC company spying on his reviews, yes you, hit me up I need a new company).
I hope I made it fair for Donny, and somewhat fun to read but with facts. Maybe he didn't make as much money off me, so he prioritized me low or wanted to drop me?
Donny- thanks for your help over the years. I hope you continue you to get business and that you do such a great job that they post reviews here which makes this insignificant. :) read more