I strongly advise looking elsewhere for HVAC services. We spent weeks dealing with an AC unit that…read morefroze repeatedly, requiring four separate visits, zero accountability from the technicians, and endless communication failures.
Visit 1: Our system froze solid. The technician diagnosed a stuck closed TXV.
Visit 2: Technicians replaced the TXV and recharged the refrigerant, costing us $1,600.
Visit 3: The system froze again by the next morning. We called and they said they would send someone out. While on the phone, they told us to set the thermostat to OFF to ensure it could thaw because they needed it thawed to troubleshoot. The technician arrived and found the unit still on and frozen over. We told him it was already set to OFF, so he instructed us to turn off the breaker instead. He returned after it thawed, said it was low on refrigerant, added more, and left.
Visit 4: The system froze solid again by the next morning. We called and asked for a more senior technician to come out as it had now been multiple visits and the temperatures were very high during this time frame, so we wanted a resolution. It was a Saturday, so initially they said they were unable to send a senior technician. When they called to say they were on their way, we were surprised and appreciated being told a senior technician was coming after all.
Before arriving, they texted us claiming our indoor window units, which we were utilizing so the house maintained a somewhat livable temperature, were causing the freeze. When we asked if the outdoor compressor running continuously while set to OFF could be the cause, the technician explicitly stated that it would not be the cause.
Once they arrived, they blamed our thermostat, our air filter (replaced the week prior), and then physically bent our indoor air registers downward without asking, saying they could be restricting airflow (even though they had operated fine at the angle they were at since the house was first built).
As they were about to leave, my husband asked once again about the outdoor unit running when set to OFF, but this time to the senior technician directly. The senior technician agreed that it could be the cause, went outside, and found a stuck contactor/relay keeping the compressor running continuously. They replaced it, and the freezing stopped completely.
When we asked the senior technician if this was the real issue all along, he claimed the compressor running and the TXV had absolutely nothing to do with each other and were isolated issues. This is incorrect; a continuously running compressor with no indoor fan guarantees a frozen coil, which perfectly mimics a bad TXV on gauges. They waived the service fee and left.
The Management Escalation: I reached out to management to discuss the $1,600 misdiagnosis. I was promised a callback from the manager, who agreed my timeline matched the service notes and that he wanted to talk to the technicians to see if there was anything not in the notes. I followed up after a couple of days and again at the one-week mark, but was ghosted. This level of communication was unacceptable and made me feel extremely disrespected.
After finally emailing the business owner, I received a call. They agreed to refund half the cost ($800) and explicitly stated we would not be charged for the contactor replacement. We accepted this to be done with the headache.
The Final Straw: A month later, we received an invoice for an overdue bill of $241 for the contactor replacement, complete with interest fees. I called to dispute the bill since we were explicitly told we would not be charged for it. The phone representative told me there was a note stating only the service fee was waived, and we still owed for the contactor.
When I asked who placed the note, the representative told me that was confidential, which makes no sense since it is our own billing account. I simply wanted to know if it was management or the technicians who placed the note so I could identify if there was a miscommunication. If I had been charged a service fee initially, I would understand, but the service fee was never charged on that day, which we have physical proof of. I never received a callback.
At this point, I am simply paying the invoice to be completely done with this company and the immense stress they have caused. Honestly, I was not going to post a review, but this last incident just pushed things over the edge. Avoid them at all costs.
