Negative recommendation:…read more
Warren Heating & Air Conditioning - Darius, Tech
I was referred to this HVAC company by a close friend who had previously used their services, so I genuinely expected professionalism, honesty, and transparency throughout the process.
Our issue was that the AC system was running, but no air was blowing. Because the equipment is still under manufacturer warranty, we needed to work with a contractor to diagnose and complete the repair. I contacted this company and appreciated that they were able to send a technician, Darius, within just a few hours.
During the visit, Darius diagnosed the issue as a failed blower. He explained that he would verify the status of the warranty, obtain the replacement part, and return the following day to complete the repair. He also advised that the labor portion of the job should take approximately 60-90 minutes. We paid the $80 diagnostic fee without hesitation.
The following day, we received a text message advising that the repair total would be $450. I texted back, please provide the details. I then received:
* $350 for labor
* $100 for "warranty processing".
Wanting to better understand the charges, particularly the warranty processing fee and labor amount, we respectfully requested clarification. My wife called to speak to him. His tone changed when my wife asked for clarity. He then stated - I am the best, if you don't want to go forward, let me know. Who says this when asking a question regarding the bill?
Despite our concerns, we were still prepared to move forward with the repair because we understood that quality service comes at a cost as well as, we needed the ac corrected considering that there are individuals in the household with pulmonary issues - which was shared with Darius.
I then politely requested via text to please provide an itemized invoice on company letterhead at the time of service outlining the work and charges being performed. Almost immediately after making that request, Darius abruptly declined late Friday afternoon, leaving us without air conditioning going into the weekend.
The temp in the house was 90+ degrees, with FL outdoor temps over 95. His actions were done with intentional malice.
The only explanation given was that the situation was "giving me a bad vibe." That response was both disappointing and disheartening. Asking for documentation and transparency regarding charges should never make a customer feel dismissed or penalized. As homeowners, we simply wanted clarity and professionalism before authorizing the repair.
Afterward, I contacted the manufacturer's warranty service department directly to better understand the process. I was informed that warranty parts may require a refundable deposit that is returned once the defective part is sent back. This left me even more confused regarding the additional warranty processing charge. I cannot speak to anyone's intentions, but without a clear explanation, the situation no longer felt comfortable or trustworthy.
What saddens me most is that the experience began positively. The technician initially seemed knowledgeable, responsive, and willing to help. Unfortunately, the lack of communication, lack of transparency, and sudden cancellation of service completely changed that impression.
I believe customers deserve clear explanations, respectful communication, and professionalism -- especially when dealing with costly home repairs and warranty-related work.
For these reasons, I cannot recommend this company -
WARREN HEATING & AIR CONDITIONING
based on my experience.
I hope that this doesn't happen to anyone, especially with medical concerns.
