Poor Communication, Questionable Warranty Support, and a Major Water Leak Less Than One Year After…read moreInstallation.
My advice: Save yourself the trouble and look somewhere else. Highly detailed review below.
This company installed a brand-new AC unit at my house on 10/21/2025, less than a year ago.
On 10/6/2026, I discovered a severe water leak coming through the ceiling of my downstairs laundry room, which had partially flooded. I eventually traced the leak to my upstairs AC unit, so I called Cactus Mechanical that evening to see if the issue could be resolved under their one-year warranty.
The first person I spoke with said they would mark the situation as urgent and try to get someone to my house immediately. About 20 minutes later, I received another call explaining that the supervisor wasn't available, so they wouldn't be able to schedule anything until the following morning. Both people told me the visit SHOULD be covered under the one-year warranty.
The next morning, a woman called and explained that they were really busy but could possibly squeeze me into the schedule and get someone out by noon. She also said the issue should be covered under warranty, but that they would charge me $84 just to send someone to my house.
I asked her to double-check the warranty coverage before scheduling anything because nobody had actually confirmed whether this type of service call would be covered. She put me on hold.
A few minutes later, a man picked up the phone and asked who I was, why I was calling, and what my address was. Great. I had literally just explained all of this to the woman who called ME to schedule the appointment. Have they ever heard of a call handoff? At least explain the situation before transferring a customer.
After explaining everything again, he told me this was most likely a clogged condensate line, which he classified as a "maintenance issue" that wasn't covered under warranty. He explained that if the problem was caused by their installation, it would be covered, but if it was simply a clogged drain line, I would be responsible for the charges.
I asked why three other employees had told me the visit should be covered. He responded that he was the owner and was just telling me the truth.
I understand that routine maintenance isn't necessarily covered under warranty. That's not my issue. My issue is that three employees gave me one expectation, the owner gave me another, and nobody could provide a clear answer without transferring me around and making me repeat myself.
What bothers me even more is that this company installed my AC less than a year ago, and I had water pouring through my ceiling from that unit. Yet the owner seemed ready to classify it as routine maintenance without anyone actually inspecting the system.
I eventually managed to clear the blockage myself, but I have serious questions about the quality of the original installation.
First, why did the condensate line clog less than a year after installing a brand-new unit? Was the existing drain line properly inspected and flushed during installation? I suspect it may not have been, although I obviously can't confirm that.
Second, and more importantly, why didn't the EZ Trap overflow safety switch they installed shut off my AC? My understanding is that this device is specifically designed to stop the cooling system when condensate backs up, preventing exactly this kind of water damage.
My AC continued running all day while water leaked through the upstairs floor, through my laundry room ceiling, and onto the floor below. The safety device apparently never shut the system down.
I can't say for certain whether the EZ Trap was installed incorrectly, malfunctioned, or whether water escaped through another path. But I would certainly expect the company that installed the system less than a year ago to take that possibility seriously and investigate it rather than immediately assume the issue was routine maintenance.
This entire experience has left me questioning both their workmanship and their customer service.
