Our upstairs heat pump (2 ton) gradually failed. I had techs from three different companies diagnose the issue and received estimates from three for the replacement. There was no comparison in the business practices of the companies. I won't detail in incompetence and shady sales approaches that I experienced. Obrien was the exception. Matt listened to me regarding the amount of money I was willing to spend and proposed a quality system within my parameters. Gauge and his partner did a great installation, answering my questions and keeping me informed every step of the way. Obrien was about 5% more expensive than others but well worth it knowing that the job was done right (installation is critical for these units) and knowing they will be there to stand behind their work. read more

O'Brien service installed new HVAC and hot water heater they did a great job. They were friendly and very efficient they set a schedule and stuck to it and were on time !! They installed everything in one day and cleaned up really didn't even know they were here. We feel they were very honest with us and gave us the best service that is very important. We would highly recommend O'Brien you can trust them I would like to add to this review we had a issue with the new HVAC system and once again they came through!! Called the office at about 5pm the service person arrived about 45 minutes later and fixed our problem. So once again O'Brien provided us with great service a company you can trust !!! read more

Since the Day progressed after yesterday's service call from the continuing battle from February- 2026. Their own employee left wire's uncut hanging on the side of the geothermal system, a box unit system, took our old unit of the thermostat that we paid a few $k for back in 2012 from the new build. He disconnected many wires and we assumed other parts or equipment from the geothermal system that wasnt getting water from the 250 feet wells and coolant. Now the the system has power, and the extra water tank is getting water and our tankless water heater all that is connected is working throughout the systems and getting hot water even connected to the cape fear public utilities authority- meaning city water also to whicb the geo is also connected to btw. With a 3 loop system under the foundation of the house. So now they have locked us out of the system whicb is in the enclosed crawl space. We have NO AC We have NO heat pump Let just left their devoted customer of 14.5 years Never had debt Never gave them a bad review Always paid upfront Even thousands miles away when on vacation when the system went 'wonky' Thats how much we 'trust' them. But yesterday after lunchtime they finally refunded our money back today 6/3/2026wed after tuesday call. But never suggested to their devoted Client, what can we do to keep you 'cool' until we figure what is going on. They will NOT even acknowledge that maybe their own EMPLOYEES may have made a mistake in the 2 visits they he serviced our Geothermal in February of 2026 Especially when the dude said 'Dont worry about those red flashing lights on the geothermal it's disconnected' For three months and two weeks that did that. After we TOLD them! They did nothing They have thrown this mess back onto us and want us to purchase another geothermal system when this one cost $37k plus after well dug, pipes laid, foundation and install in enclosed crawl space and in special storage room for geothermal heating system inside home. Plus a back hot water heater plus an other special hookup to our tankless water heater supply . Now all this seems a tad bit odd. Do not feel like a prime client or premium customer nor part of the 'FAMILY'. The owner himself Jimmy Williams signed off of the mapping of the Dugs Wells on the land and the looping of the system for the city to be places on record for the new build FYI. So this is nothing new to this area of business. We will see These units are to last 25-50 plus years and the wells even longer. Not 14.5 years or less then they built it wrong and NOT guaranteed their work or craftsmanship at all. They upcharge their clients is the bottom line to make more money. Some local businesses seem to have done more wrong after The 'vid!!!! I am extremely disappointed and we will see what will happen in the days to come to follow. More details to come: Cant let the cat out of the bag yet! Will update by wknd! Mr Jimmy Williams You should take less vacations on clients funds and be more active in your business especially the devotees! Sad day in the local community of business Never leave a client with NO Service ever ! That is a huge problem Why would you do that? Would you like not having any service? Poor craftsmanship Poor quality Poor service thus far Thank you read more

Man here for 3 hours and heat still not working. I kept asking what going on. I'm trying to figure it out. Went to my thermostat cutting wires and splicing together. Now after 3 hours it's a thermostat problem. He looking on phone to see how to do the thermostat and the cutting wires and splicing. He on the phone asking someone what to do. This turned out to be the worse mistake of my life. Thought I could get a new company to take on my needs. He had no clue. I hope he didn't make things worse. Still no heat after 130pm to 450pm. If that's the best they can do. This is horrible felt like he was a new grad ac person ****UPDATE**** manager called me Mr Russell and was very understanding to my feelings about my circumstance and he made it right. Came over to my house and got it working. This was my 1st time with them and he made it become a better time. Thank you so much for the call and your assistance. Will recommend you to my community here. read more

Amazing service I would definitely recommend Them on time polite and did what they said they would

Just like all the rest. Fake professionalism to cover up sales pitch. No real concern over problems just focus on squeezing out every penny. Technicians are just sales men who pout when you don't buy from them. Thank you, next read more

We've been customers of O'Brien Service Company since purchasing a rental condo in the mid-2010s. We originally chose them based on their excellent online reviews, and they have more than lived up to the reputation. After selling the condo and moving into our new-build home, we didn't hesitate to continue using their services. As members of their annual service plan, we've consistently been impressed by the exceptional level of customer care they provide. Last week, our technician Adam came out for service and spent more than an hour doing a deep dive on our five-year-old system. He recommended a few thoughtful improvements to boost performance and help prevent future problems. What really stood out was his attention to detail--he took dozens of before-and-after photos so we could clearly see the work that was completed, which provided real peace of mind. Adam comes from a family of HVAC technicians, and it shows. His professionalism, knowledge, and warmth are truly outstanding. Every technician we've encountered from O'Brien has been excellent, but Adam was especially impressive. Highly recommended. read more

Pluners are good but shun hard work. I had an underground leak that required a smal amount of digging to pinppoint the leak. They didn't want to do it. I called ythe office about it and they sent me a quote for $700 to dig a 3' x 3' x 3' hole to find the leak. If they did not find the leak, it would cost more. They also said they would not refill the hole. I hired a handyman who does plumbing. He dug a fairly small hole, found a leaking irrigation pipe and fixed it in about 3 hours and refilled the hole. Charge was $400. I recently signed a service contract with O'Brien and will not renew it. Simulaneously, my air conditioner started leaking coolant liquid. They fixed it but charged $300 per hour for labor! read more

I had the best possible experience with O'Brien. As part of a government program, I was able to have a new heat pump installed in my home. O'Brien was the company I selected for purchase and installation, and it was the best decision I could have made. Every single step in the process was seamless: from my first phone call to O'Brien to county inspection following installation of the Trane system. It was.quite a job! Jeremy Heise came over first, reviewed everything (my decrepit systems, the best heat pump for my small house, and what was involved in approvals by EnergySaverNC who was responsible for the project). Jeremy made what could have been a difficult process for me an easy one to understand. The two-day removal/installation was scheduled in no time and went without a hitch. Mike Bennett handled all walk-throughs: his attention to detail was remarkable, The work was performed by very, very skilled technicians who were also a joy to have in the house - JT Walsh, Steven Clark, Carson from Meade Electric. Jeremy was always available, Tyler Criteser and Jared Leclair came by later to double-check the fuse box: terrific technicians and wonderful guys. Abby Modlin was my patient, intrepid scheduler who also sorted out all my questions. Every one of them went over and beyond for me. Apologies for anyone I forgot to mention: you were fabulous, too. I recommend them as highly as I can and without reservation. Thank you so much, everybody. My house feels wonderful for the first time in years. It's a home. read more

They are prompt, honest and professional. Their annual care plan is well worth it. They document everything they find and fix including video images. read more

We purchased our HVAC unit 5 years ago and was not told about the labor warranty. Our unit was supposed to be serviced the first year and no one called or came out to service it. 5 years later and $25,000 in, our AC stops working so we call for a technician to come out and look at it. There was a sensor that went back and the employee serving it that day had the sensor with him to replace but refused to replace it because we werent told about having to pay a labor fee. We were charged $140 just for them to come out and then the technician told my husband he could replace the sensor that day but we had to pay him a $260 labor fee first. My husband said we weren't told that and basically he didn't care. He did not replace the part even though he had it with him and left. The next day I called O'Brien and spoke with the Service Manager and he said that labor isn't free and didn't care to hear my concerns. He did reduce the charge to $160. A technician came back out and put the sensor in and then proceeded to tell my husband that the compressor was bad and it would cost us $2500 to replace it. The part is under warranty but that's the labor cost. I called today and asked if the part had been ordered and was told no because I didn't agree to the estimate for the labor charge. I would not recommend this company to anyone. The customer service is awful and they are nothing but greedy thiefs. Do your research before you sign anything. read more

our heat went out on a Friday during the holiday week. Eric S our service technician arrived, followed by his text. He was very professional explained our problem and corrected it. Eric was very helpful, clearly communicated and provided us with great customer service. We would request to have him again. Should we need further attention. read more

We have our hvac system checked yearly for eight years now and am happy we found O'Brien. Even in a non-emergence they were quickly responsive. Both the office people and technicians, are friendly, polite, and willing to listen to any questions we might have. The technicians are thorough and will explain what they are doing and why. Extremely satisfied with them! read more

A company is only as good as the people who work there... interacted on the phone a few times (not sure who), sales (Mike Russell), installers (not sure who) and it doesn't get any better than these folks. Most of my interactions were with Mike. From the presentation of products and pricing through the finish line post install he was there for us. The check was already, signed, sealer and delivered and Mike is here making sure we're happy. Who does that! The recommended product (3 ton Trane) turned out to be worth every penny. Oh lmao every time I see there commercials!! Thanks Mike and team P.S. Do yourself a favor. Skip the other quotes and pitches, just go straight to Mike and team. read more

I would give a six star rating to this company if it were possible. I had a new Trane/Mitsubishi mini split installed. From the initial site visit and quote by Brian , office talks with Tracey, and the equipment installation by Mike and Russell, I received courtesy and top quality work. (As an example, Brian always puts on shoe covers before he enters the house.) Installation reflected great attention to detail. I know good work when I see it, and I saw it. We did experience a question on the equipment function. O'Brian as a company went the extra mile to research the issue and resolve it placing the satisfaction of me as the client ahead of all else. This level of total customer satisfaction is not always prevalent in today's busy market place. They are top notch on every level! read more

I have always had great experiences with O'Briens. They have always been very responsive when called, and the technicians have always been helpful and knowledgeable. They have both serviced an old HVAC, and replaced a compressor in another house we had. I would recommend them and use them going forward for any HVAC needs. read more

I had my first yearly service visit from O'Briens this morning. Kris was on time, checked out and completed the yearly service needed to keep my new TRANE HVAC unit running efficiently. I am now ready for what-ever the hot summer may give us. Kris was very professional, knowledgable and thorough. I highly recommend O'Brien Service Company. Thank-You to the entire O'Brien organization, sales, installation, service and office staff.....you folks are the best. read more

Shady! DO NOT GO HERE!!! They took my elderly parents who are on a fixed income for $1000 in repairs then turned around saying it needed replacing at $9800 plus additional cost for removal of old unit We had 4 other companies tell us the cost could never exceed $6000 We wound up paying less than $5800 for all the work SHAME SHAME on these shysters!! No, it is the exact same unit! read more

You all sold us a lemon it.s a 2008 we.ve had to go without heat and air because of you all your company is no good to me i.m going to turn it to the better business bureau and let them to take care of your company you took advantage of 2 people who was disabled and on a fix income I want a refund back on the unit okay I want too hear back from you all don.t worry about coming back to this address read more

We have a service agreement for regular checkups of our HVAC system. Kevin from O'Brien came out and found a number of problems with our system. One we had reported just before the service visit. Kevin did a great job identifying problems with our 8 year old systems. Kevin needed to order parts and then return. When the parts came in a few days later, Kevin called us during the middle of hurricane Ian and said he would be out to do the repairs. I said it could wait until after the storm passed, but he insisted and got our systems up and running again promptly even while Ian was here. A large thank you to Kevin and O'Brien for the prompt service. I highly recommed you have a service agreement with O'Brien to keep your HVAC in top running condition. read more

I'm so impressed with this company. They showed up early (called first to ask if it was ok), installed my new smart thermostat in under 20, then did a quick check of my system and changed my air filters for me. Great service! The tech wore booties and a mask. read more

A guy named "Will" came out to our house for a service call and he did an AMAZING job!!! He seemed like he loved his job and took his time. He was VERY HONEST as well. We will always use O'Brien's from this experience. Sincerely, Romania & Roxanne read more

Recently our almost 5 year old Trane HVAC system stopped cooling like it normally does. Customer service had a technician quickly out to the house that day to check the system, we had a refrigerant leak that required an immediate refrigerant top-off (to keep us cool) , then a follow-up appointment to find the leak and ultimately, replace the evaporator coil. All of this was done as fast as they could do it, luckily for us, Kevin was assigned the job, and we couldn't be happier with his level of effort. This is not easy to work in someone's extremely hot attic or baking out in the sun with the outdoor portion of the unit, looked like Kevin handled a two person job with ease and professionalism. Communications with O'Brien's customer service, the tech lead and Kevin at the house was perfect, there was communication every step of the way. When I bought the unit, I second guessed myself on paying for the O'Brien "Experience" plan, I'm glad I did, this is the second repair with no additional out of pocket costs, the plan has more than paid for itself. If you can ask for a specific master technician, ask for Kevin. read more

I do not know how we happened to find this company but the stars alined and we found them. We live at the beach part time and the sea air kills the AC units. So as of now we can expect to arrive at the beach to find something a miss with the AC system. This companies customer service is always polite, caring to our issue and work diligently to schedule a technician for our AC fix. I wish our fixes were not in the oppressive heat of our attic. The technicians are hard workers, knowledgeable and work under harsh conditions. We always have issues resolved with new parts if needed in a relatively short time and the balance of our summer is comfortable thanks to them. Glad we got the package, its paid for itself many times over. Thank you for your consistency! read more

The worst service ever. Had a technician out on Friday and my service stopped on Saturday. The 24-hour on call service would 'not be able to come' to our house because 'they were too busy'. Don't claim you have this service then. When I spoke to the owner on Monday he argued with me and was defensive. Tried to tell me the 'problem was the heat outside'. NO KIDDING!!! And normally my AC helps with that. Please just give me what I paid for on Friday when it was never fixed. read more

I am a regular customer. Has been excellent in past but The time they committed to come on recent problem was not met. Advise being home all morning or all afternoon when they give a time. read more

Fabulous company! We had our fan quit on us. No AC. They said it was a special order part so we can specter a week. They booked us a call each day in the hopes of it arriving early. This is above and beyond any company we've seen as this is taking time for other customers potentially to be available to service us their current customer! The technician did a temp fix of our unit to get us running. And we have decided to have O'Brians replace the unit because the value they have is worth every penny. We are real and do take the time to give credit where it's due. Well done this company is. read more

Just love their customer service! They are prompt and efficient. Even in COVID times. I have had both annual service and replaced some duct work in the last month. The service people are knowledgeable and careful. read more

I had O'Brien over 2 years ago to look at my unit, I figured it was low on Freon. I was correct, but the serviceman was very pushy about getting me to purchase a plan where they would service me annually. It was expensive, so I passed. I usually am skeptical of htg/air conditioning sales people anyway, because of the horror stories I've read about them charging for repairs not needed, creating problems etc. This morning I called O'Brien as my unit needs Freon again and my house is not cooling. Well I was told that because I am did not purchase their plan 2 years ago, I would have to wait until their "preferred customers" were taken care of and they could come out on Thursday. So I will be calling another company for my air conditioning needs today and in the future. Is my money not as green as their "preferred customers"? I find it strange with all of their techs, they could not find someone to come out before Thursday. Oh well, another example of poor customer service. read more

Wow, polite, quick, nice and Reasonable. Thanks so much!! Maurice was great. I would recommend O'Brien for everyone, thanks again!!!!! read more

We chose O'Brien to replace our two home AC units based largely on outstanding reviews on Yelp. These reviews are clearly well deserved. Because of house guests and an upcoming federal holiday, O'Brien arranged to have two crews work simultaneously to get both installations done in a single day. The crews were punctual, competent, friendly, informative, and neat. We highly recommend this company. read more

I called to request service to my air handler after water overflowed causing it to drip excessively from the ceiling. Service was scheduled between 1-3 for today. I got a call from Matt about 11 saying he would be there in about 5-10 min. My first thought was I'm glad because it's hot and the temp inside the house was close to 90 degrees. Matt arrived and I showed him a video of what was going on and he listened. He didn't try to over talk me or because he's the tech, or dismiss what I was saying. Matt proceeded to diagnose the system. I must have asked a million questions and he never once made me feel like I was annoying him with the questions. He took the time to answer and explain what he was doing. He made recommendations and gave his advice on how to better maintain the system. Initially, I could not recall who serviced the unit last year for us, but I'm happy with O'Brien. It may have cost a little more but customer service is what makes or breaks the business relationship. I read one of the reviews about O'Briens not having any persons of color working for them. Maybe so maybe not and I do believe in supporting black or minority owned businesses but I believe in good customer service too. I'm sticking with O'Brien. read more

This company has the BEST customer service. I called this morning before they opened, left a message and got a call back in MINUTES! They got a tech out to my house in a couple of hours and this fella is out there working on my A/C in the pouring rain. My house is already cooling down!!! I Whole-heartedly recommend them!!! I have to purchase a new system soon and will be working with them. read more

Yearly review. Aaron was great. Came to the house with a mask on, as well as the shoe covers. After giving our system a complete check, he clearly explained everything he did. Gave us the results, which were great. Answered our questions with a friendly voice. Knew exactly what he was talking about. read more

We have read they were good, but they did and did not do a number of things which are inexcusable in my opinion. 1. They claimed they had taken care of the refund from the electric company of $300. They had not done so and we could not receive the money. 2. They claimed they had sent me all material in a package pertaining to our purchase. They did not do so and the person I spoke to trying to get the info was totally unhelpful, discourteous and impolite. She was terrible. I never received the information which was supposed to include warranty info. Without the information I could not get the refund from the electric company. 3. They claimed they had installed a normal size air filter in the unit so I would not have to purchase one from them when needing replacement. It is a custom air filter and the one the left behind as a replacement does not fit. 4. They left major air leaks in the air handler in my garage. I had to call them to come out and they did not fix it. I had to tape up the leaks myself with tape. read more

THESE ARE GOOD PEOPLE! Came back from July 4th vacation to a broken air conditioner. Googled heating and air service in Wilmington. O'Brien was quick to return my call within minutes. He was extremely polite and accommodating without any of the usual....well it is a holiday week and a Saturday stuff... Their website said they have 24/7 emergency service and THEY ACTUALLY DO! Someone came to my home, pulled off the broken part and showed us the evidence of damage, replaced the part and the unit immediately started working. My house was cool within minutes. In this day and age of poor customer service it is refreshing to find a company called a "service" company that actually provides good service and this company does. I appreciate that! read more

I cannot say enough positive things about the exemplary service I received from O'Brien. From first contact to completion of service, I got the very best. I was very pleasantly surprised that I was able to get same-day service. My technician, Matt, was courteous, professional, and kind. He explained the issues with my system and showed me the malfunctioned part he replaced. I have never had such a positive experience with any previous heating and air company. O'Brien now has me as a customer for life! read more

I feel very satisfied with O'Brien Service Company's level of service and professionalism. My crawlspace was flooded during hurricane Florence, all my ductwork was wet and some pieces full of water. They responded fairly quickly and were able to give me a reasonable quote to replace all the ductwork in a very tight environment, unlike some other heating and air service people in the area who were obviously trying to gouge me. I had to wait quite a few weeks to get the work done, but that is understandable in this situation. Meanwhile they provided me with a new dehumidifier to start drying out the area. Once the team arrived on schedule to do the work, although it was a cold and wet day, they persevered and worked extremely hard to demolish my old system ductwork and put in all new ductwork despite the cramped quarters. They were very courteous and diligent, and completed the work in four days, which was amazing. After installation, they provided me with all the paperwork and warranties and explained operations and maintenance. I don't think I could've gotten better service with any other company. read more

You can't get much better than a company like O'Brians. They fixed a 7 year problem I had been having with another company and their professionalism and knowledge far passed any other company I have worked with. They stand behind their work and are polite and helpful if you do have any concerns. I only wished I had used them from the beginning! read more

What a great company!!! I arrived at my beach house and the thermostat was blank. Called O'Brien for service and was told it would be in the afternoon before tech could be there. The Tech that arrived for the service "Will" was outstanding. He knew exactly what my problem was in a matter of minutes. Will was the most polite, professional, and personal tech i have ever had the pleasure of meeting. The company is outstanding and is my recommendation for all to seek them out when you need service or replacement. read more