I'm surprised by the low ratings in some of the reviews. I've been using Norrell Service Experts for over two years and have always been satisfied with service. I had my A/C tuned up for the summer and Justin was courteous and respectful of my home. I subscribe to maintenance plan and for me it is well worth the monthly fee. Justin noted my home air filtration system needs servicing and scheduled an appointment within my needs. Everyone views value differently. I find the value of Norrell quality worthy of my needs and wants. read more

I contacted Service Experts for routine service on my air-conditioning unit and paid $79. My AC was working prior to their visit. Approximately one hour after the technician left, my air conditioner stopped working. Service Experts returned and told me that the fan motor was bad. I explained that the unit had been working before they serviced it. Because I was concerned about allowing any additional work to be performed on the unit, I asked them to leave and decided to get a second opinion. I paid another HVAC company $69 to inspect the system. That technician confirmed that the fan motor was not working, but also told me that the unit did not appear to have been serviced. Unfortunately, that company could not obtain the fan motor for approximately three weeks. Because I needed my air conditioning repaired, I contacted a third HVAC company. I paid that company $550 to replace the fan motor. That technician also told me that the unit did not appear to have been serviced and additionally pointed out that wires had been pinched on the unit. I contacted Service Experts and explained the entire situation. At a minimum, I requested reimbursement of the original $79 service charge because two subsequent HVAC professionals told me that the unit did not appear to have been serviced. Service Experts refused to reimburse me. In total, this experience cost me $698: * $79 - Service Experts * $69 - Second HVAC company/inspection * $550 - Third HVAC company/fan motor replacement I understand that mechanical components can fail unexpectedly, and I cannot definitively state what caused the fan motor to fail. However, I can state that my air conditioner was working before the Service Experts appointment, stopped working approximately one hour after their technician left, and two subsequent HVAC professionals independently told me that the unit did not appear to have been serviced. One of those technicians also identified pinched wiring. I am sharing my experience so that other consumers can take it into consideration when deciding who to trust with their HVAC system. read more

They don't even deserve 1 star! My brother his partner used Norrell and got a contract and died not even a month later we call to cancel the contract and first they said it would cost $4000 then the next day they put a lean against the house it is under contract for someone to buy and now they send an email saying it's going to cost $10000 to cancel the contract!!! This company does nothing but con people! read more

The service tech was nice. BUT the price was ridiculously expensive. two hours of work, installed one faucet. ONE FAUCET! we did all of the grunt work by setting up the cabinet and the top. All he had to do was attach the waterleads to the faucet. $750.00 for two hours. 750$ for 2 HOURS The tech did not even get sweaty or dirty read more

We called Norrell after our tankless water heater stopped working. Initially a man named Grady came out, he was very kind and helpful. He determined that the system needed to be replaced, this was no surprise to us. Right around this time a Salesman shows up, his name was Ryan. This is where my negative experience starts. I asked Ryan to give me quotes on a new system. He first tried to convince me that we need a whole home water filtration system and that this with the new heater will be over $9K, it would be $6200 for just the heater. He also mentions that I can be a "member" and pay $70 every month for them to install a unit and they would own it. What a joke!!!! Are you kidding me!!!! I told Ryan that I had done research on the average cost and he was way out of line, he proceeded to berate me by saying I basically didn't know what I was talking about and if I called someone else they would come in a broken down truck and wouldn't give me a warranty etc etc. He tried everything he could to intimidate me and justify his exorbitant price. I finally asked him to leave, I was furious with how I was spoken to. I am a Female and have to handle things like this alone, but I am no fool!!! It should have been a sign when he lacked the professionalism to even break down the quote, he literally wrote a random amount of a sheet of paper. After several phone called I found a man to do the work, unit and install was $2400!!!! Unless you want to get completely ripped off do NOT call this company!!!! There are plenty of nice people and great companies who don't drive fancy work trucks or have commercials on TV who will do the same work for way cheaper!!!! Always get multiple quotes!!!!!!!!!!!! read more

Air conditioner fan running on heating days ago and not running on cooling. Called up for a service. Two nice guys came. One used meter checked the outside unit and concluded the compressor burned. Another guy just sales for new system installation. They charged a $195 for a show up less than a hour, way more expensive than I expected. read more

I signed a contract with the company mainly because they advertised 24 hr service. My AC unit went out at 9pm on a Saturday night. I called the 24hr line. The answering service told me I would have to wait till the next day. I am paying the company a monthly fee for 24 hr service that they advertise. Now I am sitting in a tin can at 100 degrees with three small children. No I'm not a satisfied customer. Thats putting it mildly. read more

We purchased a new A/C unit from Norrell and they completed the install for our attic space build-out. Within 16 months of that install, we have had to request Norrell to visit for the unit not properly working on 4 separate occasions......on the 4th incident,Norrell chose not to even try and wouldn't call us back. We contacted one of their competitors (Mainline), who promptly came out and resolved the issue. They found what they described to us as a relatively simple issue from the installation that was causing the on-going issues. Since that competitor visit, the unit has worked great! Thank you Mainline! My advice....DON'T USE NORRELL.....EVER! Poor workmanship + poor customer service = no future business from me. I've learned my lesson! read more

I asked for a estimate for hooking up my mobile home 50 to 60 foot from the road the water main is on my property and they quoted me 18.000 for what I don't know he said for equipment and a week worth of labor. It will take maybe 2 days. read more

Be careful they will try to sell you regardless of your issue. I live in a new build home. They tried to sell me a brand new ac unit when mine had just frozen over. Cut it off for a few hours and works fine. read more

I have been with this company approx 20 yrs. Their technician came to service my heating units. One of them still covered under parts & labor warranty. The one , out of warranty, was checked out OK except when technician was about to leave, he said he had forgotten to check it for carbon monoxide leaks. He went back to check it and was gone a few minutes and came back to tell me the reading was in the danger zone. His salesman was with him and they recommended that I replace it for $9,000. I called a reputable company to come out to give me a price. They checked it closely and found no leaks or cracks in the heat chamber and their monitor showed zero carbon monoxide coming from the heat vents. It is obvious that this was an attempt to make a sale for a commission bonus. They have lost a long time customer and it scares me how many more customers were scammed like they attempted to me. read more

Just move to our new home call for service tune up to my three units and thermostat so far so good Found a sir leak and needed to get someone quick got another service and they pull my ac filter with a date of 02/16/206 Lennox technician fail to check the rest of the filters that cause a problem. A big problem read more

I recently had two technicians come out to check the air conditioning after it stopped working. I was told the issue at hand is the compressor grounded itself out due to having it for some time. This causes the compressor to push too much electricity through the capacitor causing it to complete the circuit which is a no no. That burned the wiring and they said this could cause the house to catch fire. Was told my unit was old and parts would be hard to find and it may not last if parts were found and I still would need a new unit. We were quoted the price of a new unit and told I could add it to my advantage plan or finance it. The costs would be the exact same so I should go with the advantage plan and do a lease. I declined stating I am currently in a lease with the water heater and probably should not have done it. The rep said the water heater plan was not worth it but the air conditioning plan would be. I left home to go to Walmart to get a few blowers. I came back and they were still in the driveway talking with son. They lowered the cost of the unit and replacing a coil to $11,000 from $14,000. We declined. They left did not provide a receipt for the diagnostic fee or any paperwork stating what the issue was. I called to request the information. In the meantime, I had another company come out and repaired the unit for $100. Made a complaint and received a call from someone named Jeff apologized saying the technician misdiagnosed the issue and he had just attended a class on capacitors and made mistake because were all human. He also said the unit is old and I did need a new. I asked if it was still able to be repaired why get a new one? I told him it was unacceptable as an expert to provide that type of service. And now I wonder if the water heater needed to be replaced since I was told that it too would catch fire. I am going to fight to end the advantage program. I ended the monthly maintenance plan. Beware using this company!!! The technicians that came to my home were not qualified. If I could give a 0 I would. read more

We have been Norrell customers for a few years now and really appreciate the service that we get from the technicians that come out to our house. This past week I was fortunate and lucky to get Dennis J. as our technician. Dennis was thorough and really helped me with a some service questions I had. He offered up great advice on equipment we can obtain that would help my wife's allergies and he told us about thermostat technology that could help us save a few bucks on our bill. We will definitely ask for him on our next appointment. 5 Star plus! read more

Never trust a company that sends a salesman when all you've called for is a repair. I was quoted a price for a new unit for my deceased father's home and told by this salesman that I would never pay more than that price. I just got a bill for $4000 more than I was quoted. I feel that they took advantage of me while I was grieving. Do not trust anything this company tells you. I will never use this company again and will make sure that no one I care about does either. read more

I made an appointment with them and they never showed. I had a leak at 1130pm and called, it was clear it was a answering service. I made the appointment next day 8am-10am, no one called, showed up. Nothing. read more

Simon Adkins was very polite and respectful of our home. He was thorough and explained everything he was doing. Ryan McGalliatd joined him and we purchased a tankless water heater. He answered all our questions in a manner we could understand read more

I called for maintenance on my unit because it was due, as well as it wasn't cooling. I called on Monday, 6/26 for an appointment on Friday, 6/30. I was advised that someone would be here between 12-4. I was advised someone would call 30 minutes prior to arrival. I took off work to be home for service. No one called and I called at 3:25pm CST to inquire. I was told a message was left for me in the morning to reschedule. I received the worst customer service regarding taking off work and receiving no call. There was no voicemail and the phone number did not register as a missed call. Sean and the office Manager were not helpful. They kept saying they have a recording of the call, but when I ask, they were unable to provide it and said it had to be pulled from the Corporate office. I feel like I've been lied to and no regard was given to the fact that I took off work. The worst customer service. read more

Jessie Clark came out to have a look at my mini-split that was not properly cooling. Jessie was the ideal service technician. He was polite, knowledgeable, thorough, not rushed or in a hurry, and kept me in the loop on everything that he was doing. Throughout his diagnositic process, he gave detailed explanation of what was going on with the unit in a way that was easy to follow and understand. This was my first time using Norrell Heating and Air and I am always nervous about using a different hearing and air company for the first time. My service experience with Jessie was outstanding. He immediately earned my trust and I will certainly use Norrell for future heating and air needs, and will ask for Jessie Clark. As well, he took the time to explain and to go over the details of the bill. I very much appreciated thoroughness and willingness to make sure that the cooling issue was fixed. read more

Requested for heat and air unit to be serviced and to replace a thermostat. Was charged $535.00 for thermostat replacement and they did not service unit while at my home. The existing thermostat actually had a recall. They should send notices for any recalls and replace recalls and bill to thermostat dealer. They should also do what you ask, when they come. We had to get someone to be at our home, since we are always at work. We were very specific about what we needed done. We have a rental home also, and have another HVAC company service there, annually, they only charge about $170.00 and actually have to clean dog hair out of return and coils, replace filters etc. So, you live and you learn. read more

We have used this company for 22 years when it was Norrell. The customer service Sue provides us with is par excellence! The technicians are professional and friendly. read more